Fonolo

DECEMBER 13, 2022

Maybe you have an old action plan from last year that you loosely stick to, but it could use a revamp. Here at Fonolo , our call center tech lends itself nicely to business and development planning. You need an action plan for call center development. What should be included in a development plan? .

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Contact Center Start-ups 135

Uniphore

JUNE 22, 2021

Do you listen to your customer service employees? So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Futurelab

DECEMBER 27, 2023

First, businesses started asking for actionable insights rather than just data: a new role that the researchers performed well, turning from number crunchers into consultative teams. Organizations now find themselves grappling with a data overload, struggling to sift through the noise, derive meaningful actions, and prioritise workflows.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Improving CSAT score is not just about boosting a number; it’s about enhancing the customer experience.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Zendesk

NOVEMBER 16, 2023

What is a workforce planning template? A workforce planning template is a guide that helps a business align its workforce with future goals and objectives. Workforce planning templates set businesses up for success by aligning organizational goals with business needs.

Start-ups 52

Start-ups Customer Service Gaming CX 52

Zendesk

MARCH 18, 2024

It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the services, you have no customer experience. They are critical to building that experience – and to delivering it.

Customer Experience 52

Customer Experience Touchpoint Customer Feedback CX 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. How do you take action on customer experience?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The fifth sin, dear reader, is neglecting employee experience.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

SurveySensum

APRIL 22, 2024

Improved customer experience Allocating resources to cybersecurity safeguards customer data and improves the overall customer experience. Be mindful of the implementation because it requires planning and fail-proof solutions, to achieve the objective – safeguarding resources and information. Let’s get into details…!

Compliance 52

Compliance Customer Feedback Government Start-ups 52

Intercom, Inc.

JUNE 9, 2020

With that comes the need for clear communication and open dialogue with customers and employees alike. But soon afterward, businesses will need to act on broader resilience plans as the shock begins to upturn established industry structures, resetting competitive positions forever.”. In March, McKinsey & Co.

B2B 197

B2B E-commerce Legal Customer Retention 197

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals. What is a customer service plan?

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Uniphore

NOVEMBER 9, 2021

Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. To address common challenges, many organizations are turning to artificial intelligence and conversational service automation to deliver better customer experiences and employee efficiencies.

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Uniphore

DECEMBER 27, 2021

However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent. More remote employees need more remote support.

Manufacturing 211

Manufacturing AI Engineering Technology 211

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. And that’s great for experience leadership!

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Experience Investigators

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. It started with a plan – including immediate foundational steps to take, secondary growth, and longer-term strategies for continued success. What did that plan look like? How did this happen? Measurable.

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Inside Customer Service

JULY 15, 2021

Note: The following is an excerpt from Chapter 7 of The Guaranteed Customer Experience. Monitoring for Broken Promises One of the most important aspects of a Guaranteed Customer Experience is a system to ensure promises are being kept. Employees are in contact with bus and train operators, repair crews, and other relevant personnel.

Transportation 162

Transportation Customer Experience Construction Social Media 162

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? Do you want to uncover the real issues your employees are facing? They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience.

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

Intercom, Inc.

NOVEMBER 2, 2021

In fact, Gallup found that 70% of the variance in employee engagement depends on the manager. In my experience, managers suffer something akin to the Dunning-Kruger effect. They assume they’re not the problem, their employees are. The common denominator isn’t the 46% of employees. It’s the managers.

Engineering 291

Engineering Construction Sports 291

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

SurveySensum

FEBRUARY 23, 2024

Think of it as the heartbeat of your company, pulsing with the rhythm of employee sentiment. Pulse surveys aren’t just about collecting data – they’re about taking action to boost employee engagement. It consists of a short and regular set of questions sent to employees. But wait, there’s more!

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. An organization that can act on feedback.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. Where B2C goes, B2B follows. CX is everywhere.

B2B 122

B2B Innovation CX Education 122

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below.

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

Execs In The Know

MARCH 25, 2022

Although the WFH hybrid model looks different for every organization, the success of the hybrid workplace hinges on organizations’ ability to balance the experience of in-office and remote workers with business goals and objectives. It requires a transformation in the way leaders plan, direct, and engage employees in their organization.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Customer experience (CX) has become a critical factor in the success of businesses worldwide. The one thing they all have in common?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

ClearAction

JUNE 25, 2023

CX Growth in Strategic Plans Lynn Hunsaker Is CX growth in your strategic plans? Is customer experience (1) a determinant or (2) a subset of corporate strategy, or (3) is it unrelated? Re-think “customer experience” as brand integrity : delivering what you promised. Does this surprise you?

CX 62

CX Data Mining Non-Profits Invoicing 62

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. Don’t just pick one.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

ECXO

OCTOBER 5, 2023

Explore These Amazing Learning Opportunities for Your Organization.​ The best training in the world of Customer Experience is now available at ECXO. Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge. Optional live learning session and instructor feedback at no extra charge.

Education 52

Education Government CX B2B 52

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Anything you do that bothers employees or partners costs you! Shared vision motivates coordination and collaboration.

Customer-Centric Organization 62

Customer-Centric Organization VOC CX Customer Loyalty 62

SurveySensum

DECEMBER 4, 2023

So, how do you make sense of all this customer feedback and transform it into actionable improvement? It’s time for a plan! Let’s make those feedbacks super useful by turning them into actions. Getting Everyone Involved: Encourage all the front-line employees to gather feedback actively.

Customer Feedback 52

Customer Feedback Text Analytics Net Promoter Score Social Media 52

Execs In The Know

APRIL 14, 2022

Not only did the event bring together many of the best minds in customer experience (CX) — all for a much-needed moment of COMMUNITY, CONNECTION, and BALANCE — but the event also provided a ton of learnings and actionable insights for attendees to take back to their organizations. Key Takeaways. CRS Clearwater Pre-Conference Workshops.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Zendesk

MARCH 7, 2022

If you’re not yet focusing on the customer experience with your organization, it’s time to get started and kick it into high gear. There are often challenges to getting a customer experience program off the ground in any organization, so let’s overcome those and get moving. But first, what is a customer experience program?

Customer Experience 98

Customer Experience Government Start-ups CX 98

ClearAction

DECEMBER 5, 2023

Likewise, for financial growth from customer experience (CX), it’s best to focus on these 4 CX metrics: CX-inspired growth CX-inspired performance CX-inspired strategies CX-inspired efficiencies These 4 metrics synchronize your value proposition and what customers get. Let’s explore the 4 gold metrics that drive every CX metric.

CX 62

CX Non-Profits Data Mining Start-ups 62