Execs In The Know

APRIL 8, 2022

Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience. How Fanatics Activated Its CX Data Superpowers. CX Transformation Secret Revealed: The Hero Is Your Customer!

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Beyond Philosophy

JUNE 25, 2021

Florida and Alabama have passed laws making vaccine passports illegal. I am having a roof replaced on my house in Florida, and we have to wait three months to get started because the contractor doesn’t have the stuff. In Florida, elective surgeries, like knee replacements and the equivalent, are booking three months out or more.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Fonolo

NOVEMBER 13, 2018

Where: Marco Island, Florida. Now in its seventh year, Smart Customer Service shines a spotlight on the innovative ways CS technologies are shaping our lives and changing how CS professionals do business. Where: Fort Lauderdale, Florida. It’s the place where customer care, CX, and CS leaders come together to network and learn.

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Intercom

FEBRUARY 3, 2022

He’s also (and perhaps a bit more relevant to our podcast) a marketing and CX expert, author, and keynote speaker with almost three decades of experience. If you can use technology or good staff training to exceed expectations in one of those dimensions, you’ll be in good shape. The first is speed. The second is clarity.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Execs In The Know

NOVEMBER 30, 2021

It’s great for a CX program to have the support of the C-suite, but it’s even better when CX has its very own seat at the table. The Chief Customer Officer (CCO) role isn’t exactly new, but it has never been more essential in cultivating CX excellence. Dan Allen, Union Bank. Deana Perrin, Blue Shield of California. Learn More.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Beyond Philosophy

JANUARY 3, 2017

These centers of customer interaction now represent the principal touch-point with customers; and beyond technology, they have the capability to generate and manage a continuous flow of customer information, and to increase customer loyalty and advocacy behavior. The First Step in Setting up a CX Initiative.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Don’t be afraid to invest in technology to get the job done more effectively. Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. About Alvin Stokes.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Execs In The Know

MARCH 25, 2022

While the pandemic certainly highlighted the need for more resilient support models, CX leaders have always struggled to forecast support volume with 100% accuracy and quickly scale operations to meet rapidly rising customer demand. The post Achieving Business Continuity: An ABC Strategy for CX Leaders appeared first on Execs In The Know.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

1 to 1

JULY 20, 2020

Brands that invest in CX are winning. Health Insurers: Florida Blue (72.1) Brands also saw a slight increase in CX satisfaction this year. Customer expectations evolve, technology changes, and new ways to communicate emerge, but the need for human connection stays the same. Auto manufacturers (luxury): Lexus (78.6)

CX 26

CX Manufacturing Retail Government 26

Execs In The Know

NOVEMBER 29, 2021

Backoffice task and process automation within CX operations have been a godsend on many fronts. If employees are the lifeblood of a CX organization, then that organization’s technology stack is its plumbing (i.e., But digital adoption initiatives can only be successful if backed by an appropriate technology stack.

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

Execs In The Know

NOVEMBER 29, 2021

Backoffice task and process automation within CX operations have been a godsend on many fronts. If employees are the lifeblood of a CX organization, then that organization’s technology stack is its plumbing (i.e., But digital adoption initiatives can only be successful if backed by an appropriate technology stack.

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

Execs In The Know

MARCH 14, 2022

The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.

Contact Center 98

Contact Center Artificial Intelligence CX Technology 98

Beyond Philosophy

JUNE 5, 2017

At the West Wing Boutique Hotel in Tampa, Florida, a three foot tall, podium-sized robot named Wes roams the halls, bringing guests things they’ve requested and surprising them with free snacks and drinks. New Technology Dramatically Helps CX. The Robot Experience. Is a “Human Free” Experience the Future?

Artificial Intelligence 143

Artificial Intelligence Customer Loyalty Technology Technology 143

Execs In The Know

APRIL 29, 2022

Research shows that customer operations leaders in large organizations rely on an average of 175 SaaS applications to manage their CX workflows remotely. With little insight into how their processes and technologies are affecting agent productivity, leaders are missing opportunities to improve their efficiency and drive better results.

CX 98

CX Actionable Insights Touchpoint Technology 98

Customer Bliss

APRIL 12, 2019

Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Execs In The Know

NOVEMBER 30, 2021

It’s great for a CX program to have the support of the C-suite, but it’s even better when CX has its very own seat at the table. The Chief Customer Officer (CCO) role isn’t exactly new, but it has never been more essential in cultivating CX excellence. Dan Allen, Union Bank. Deana Perrin, Blue Shield of California. Learn More.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

Aquire

SEPTEMBER 20, 2021

And as with all types of technology, the pros and cons of video chat have been getting clearer with time. Church By The Sea in Madeira Beach, Florida – The pattern-seeking human mind sees a chicken as the face of this building. Staying Ahead of the Competition: Tools You Can Bank on for Great CX. ON-DEMAND WEBINAR.

Retail 86

Retail Omnichannel Start-ups Sales 86

Execs In The Know

APRIL 8, 2022

Technology changes impact all facets of a business. While contact centers are increasingly turning to Artificial Intelligence (AI) applications for a variety of reasons, these technologies are not a silver bullet for everything, nor are they a complete solution for a specific problem set. Operational Challenge #1: Maintaining Staff.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

Steven Van Belleghem

DECEMBER 1, 2021

That’s a no-brainer, of course but perhaps more surprising is that research by the University of Sydney, University of Florida, and Rutgers University recently uncovered that serendipity and seemingly random discoveries can play a huge role in customer satisfaction. They have extraordinary potential to disrupt the future of CX.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

Execs In The Know

MAY 6, 2022

New ideas that you can consider for your CX teams. There are very few providers in the market today that can offer a workforce model that blends the power of global gig experts, in-house full-time associates, and CX transformation technology to offer flexible, scalable, and on-demand CX services.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Beyond Philosophy

APRIL 6, 2016

Prioritize and allocate resources (time, money, people, facilities, technology). Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. . – Provide learning from leaders’ experiences. Support intrapreneurship and creativity.

Retail 94

Retail Gaming CX Customer Experience 94

Beyond Philosophy

JULY 5, 2016

Market leaders must provide services and use technologies that restore empathy to the customer experience. The technology and tools can’t replace real-time passion, or genuine commitment to the organization, brand and customers. The Four Principles of CX Design. Advertising and promotion generate little trust.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

Beyond Philosophy

JUNE 7, 2016

Can technology create customer delight? Global #CX experts weigh in! Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Great companies build fans who become loyal, remain loyal, and bring their friends.” Lagniappe works. Improve Your A.I.M.

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

Execs In The Know

MARCH 4, 2022

Many companies were simply not prepared to send employees home at the beginning of the pandemic due to technological or process barriers. Artificial Intelligence is a more advanced automation technology capable of learning and applying what it has learned to subsequent situations. Guest post written by: Intradiem.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

Beyond Philosophy

APRIL 6, 2016

Prioritize and allocate resources (time, money, people, facilities, technology). Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. . – Provide learning from leaders’ experiences. Support intrapreneurship and creativity.

Retail 60

Retail Gaming CX Customer Experience 60

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” In the realm of business communication, CX is not just a buzzword. It’s the cornerstone of progress. HoduSoft’s Participation: What to Expect?

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

1 to 1

FEBRUARY 25, 2021

The CX POD · In Their Own Words: Vaccine Patients Share Their Experiences. I helped my parents register in Florida and they used Event Bright as their registration system, which is in the very beginning. Transcript : Liz Glagowski : Hi, I’m Liz Glagowski, editor of the Customer Strategist Journal.

Hospitality 26

Hospitality Hospitality Healthcare Start-ups 26

Hodusoft

FEBRUARY 6, 2024

HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions Over the past few years, the communication landscape has undergone major transformations, driven by advanced technologies, changing customer expectations, and an increase in digital platforms.

Omnichannel 52

Omnichannel Social Media Artificial Intelligence Contact Center 52

Qualtrics

DECEMBER 20, 2018

Technology has attracted me from the beginning. I get to work with engineering teams to build products focused on helping customers optimize their Digital CX, and their employee experience across the moments and touchpoints that matter. That fancy car will only be with you for so long, but memorable experiences last a lifetime.

Engineering 34

Engineering Business Administration Management Consulting Touchpoint 34

Qualtrics

DECEMBER 20, 2018

Technology has attracted me from the beginning. I get to work with engineering teams to build products focused on helping customers optimize their Digital CX, and their employee experience across the moments and touchpoints that matter. That fancy car will only be with you for so long, but memorable experiences last a lifetime.

Engineering 20

Engineering Business Administration Management Consulting Touchpoint 20

Comm100

MAY 21, 2019

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Expo 2019’s theme was “Navigate the tides of transformation” and as well as covering a lot of the type of best practices CX pros are familiar with, the Expo contained a lot of fresh topics and technologies too.

NPS 57

NPS Contact Center CX Outlook 57