Futurelab

MAY 3, 2024

#NoBullshitCX #20yearsFuturelab “See the bigger picture.” Remember last week’s column on the outsider’s perspective? Here is another story about it from our work for the contact center of a car manufacturer. We reviewed their overall CX strategy (more on this topic later) and looked at the way they operated–from a customer perspective. Knowing how often companies run on the“we always did it this way” principle, I asked as many “stupid questions” as I could.

Manufacturing 157

Manufacturing Contact Center CX 157

Adrian Swinscoe

MAY 3, 2024

This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Prioritizing employee engagement and satisfaction is a critical goal for organizational prosperity. […] The post Employee expectations around rewards are changing – Businesses need to change with them first appeared on Adrian Swinscoe.

Business Growth 147

Business Growth Customer Experience 147

CX Network

MAY 3, 2024

Join the CX Retail Exchange to be a part of the next wave of retail excellence, and to define what customer experience holds “in store” as the constantly online customer decides which brands they will.

Retail 104

Retail CX Customer Experience 104

Beyond Philosophy

MAY 3, 2024

A Master Class Part 1: Unlocking The Psychology of Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on why customers make quick decisions and how you can sway those decisions in your favor.

Customer Expectations 88

Customer Expectations Sales Customer Experience CX 88

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Customer Experience

Doing CX Right

MAY 3, 2024

Learn proven simple tactics to deliver more customer value. It includes 'stopping the stupid' and using OKRs to focus on high-impact tasks that accelerate business results. The post Stopping the Stupid: Leveraging OKRs For Better CX Results appeared first on Doing CX Right.

CX 52

CX AI Technology Technology 52

Help Scout

MAY 3, 2024

When a customer reaches out to us for help, what can we do to make them feel welcome and cared for while also making them feel that their money is well spent? Read on for one support pro's thoughts on building customer loyalty.

Customer Loyalty 48

Customer Loyalty 48