ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. They know that CX maturity is not an end game. But, as we discussed in a recent post, there is still work to do in Europe to improve CX maturity and transition to customer-centric models.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Now is the time to embrace Experience Leadership as your primary focus. Experience Leadership is straightforward sensibility. Yes, by prevention of issues.

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

Experience Investigators

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

CX Accelerator

JULY 1, 2020

Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Changing Expectations.

Contact Center 182

Contact Center CX Technology Technology 182

ECXO

APRIL 28, 2021

You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Taking Your CX Programme to the next level of Maturity Register in advance for this webinar. You are invited to a Zoom webinar. With Tabitha Dunn. Become a member today.

Healthcare 98

Healthcare CX Sales Customer Experience 98

ECXO

JUNE 13, 2023

Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. Real-time marketing: What companies want Business leaders said they want to be able to use real-time analytics to enhance their customers’ experiences.

Predictive Analytics 133

Predictive Analytics Government Sales Customer Retention 133

Intercom, Inc.

NOVEMBER 8, 2022

As we’ve grown, and our product has matured and expanded, we’ve welcomed thousands of customers – each with their own unique needs and goals. Since 2011, we’ve been on a mission to make internet business personal, helping our customers connect with their customers through in-context, personalized communications.

Compliance 104

Compliance Technology Technology Customer Experience 104

Intercom, Inc.

MAY 18, 2021

But as you grow and mature, and as your target customers grow from early adopters to more discerning buyers, it’s simply not enough for you to say it. People have grown jaded by claims about “ email, reinvented ”, “ project management, reinvented ”, and the like. Believing that customers who try it will see better results.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Uniphore

JULY 21, 2021

According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service. An “outside in” approach requires you to think about the user experience as you design, rather than just basic functionality.

Customer Service 130

Customer Service Contact Center Engineering Social Media 130

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Enterprise customers have specific demands, and you need to evolve your business to meet them in order to drive customer adoption, manage deep partnerships, and mitigate the risks along the way.

Sales 177

Sales Start-ups Technology Technology 177

Totango

DECEMBER 7, 2023

With a complex product and variety in customer needs and maturity, JLL saw an opportunity to combine forces and create common ground across their sales, CS, and product teams. Foster cross-functional alignment through common customer goals Alignment is most frequently achieved when there’s clarity and commonality around insight and objective.

Sales 89

Sales Scorecard NPS Customer Acquisition 89

ClearAction

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job. Embedding gratitude in your business strategy for employee experience will benefit your organization on every level, every day.

Government 71

Government CX Start-ups Customer Experience 71

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! we’re reminded again.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Uniphore

JANUARY 25, 2022

Applications considered early in their hype cycle reached maturity at breakneck speed, and our tech predictions became a reality even faster than we anticipated. As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Intercom, Inc.

MAY 18, 2018

My own experience is instructive – I joined Intercom as the 6th Customer Support teammate in the Dublin office when we were about 20 as a global team. However, learning how to identify when a small team is mature enough to take this big step is critical. Guidance is limited, innovation and creativity are key to success.

Construction 222

Construction Start-ups Innovation 222

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Should we include new questions that are relevant to the “new normal” customer experience? Nothing else will matter to your customers if their basic need to feel safe is not fulfilled by the experience you are delivering.

VOC 121

VOC CEM NPS Business Administration 121

Beyond Philosophy

MAY 22, 2021

However, as I have matured over the following four decades, I learned that sometimes the customer is not right. Key Ideas to Improve your Customer Experience. 06:25 Colin shares a personal experience about how loud customers are sometimes considered best customers, even when they are not. Please tell us how we are doing!

Net Promoter Score 109

Net Promoter Score Management Consulting NPS Customer Relationship 109

ECXO

JUNE 11, 2023

But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. However, designing a successful experience requires a root and branch approach.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Totango

OCTOBER 12, 2022

And with 96% of professionals also indicating that improving the customer experience is a “high” and “medium” goal, it’s clear that delighting customers is widely regarded as the best way to keep them coming back for more. Continuing a trend from previous years, product management and operations teams emerged as key collaboration partners.

Sales 110

Sales Customer Retention Innovation Customer Experience 110

CommBox

DECEMBER 15, 2021

Conversational Maturity. Conversational maturity is the backbone of your chatbots’ operations. The difference between those chatbots lies in conversational maturity. Conversational maturity refers to how adept a chatbot is at creating a human-like conversation. © Pop Nukoonrat | Dreamstime.com.

Sales 52

Sales Omnichannel Machine Learning AI 52

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Consider the employee experience.

CX Transformation 99

CX Transformation CX VOE AI 99

Intercom, Inc.

JULY 13, 2021

Intercom regularly surveys employees to understand their experience and what can be improved. Invision’s Design Team Maturity Report and the book Org Design for Design Orgs also grounded us with visions of what healthy, high-performing teams can do. Align with job levels for product management , engineering, and related roles.

Scorecard 271

Scorecard Start-ups Engineering 271

ClearAction

JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. They need to speak the language of different functional areas in customer experience reports, presentations, and conversations. This is the focus of CX Day 2023 !

CX 62

CX Customer Experience Data Mining Legal 62

ECXO

JULY 21, 2023

Creating Engaging Experiences in Real-Time The European Customer Experience Organization (ECXO) , in partnership with SAS , is delighted to announce and invite you to a new practical discussion: –Creating Engaging Experiences in Real-time. Emma Sutton, Chief Experience Officer EMEA at Oracle. Who are our panellists?

B2B 40

B2B CX AI Omnichannel 40

PeopleMetrics

JUNE 17, 2020

Every organization has a different level of VoC maturity. Where you start with VoC depends on your level of maturity. Even if you have a mature VoC program, it’s important to re-assess it with a “beginner’s mind” in light of shifts in customer behavior. Are you measuring these digital experiences and improving them?

VOC 83

VOC CEM Touchpoint Business Administration 83

DMG Consulting

SEPTEMBER 4, 2020

It has outperformed most other contact center IT segments during economic slowdowns and recessions because of its ability to reduce operating costs while improving the customer experience and enhancing agent engagement. WFO Market Performance. The contact center suite market showed healthy growth in 2019. million in 2018 to $2,069.8

Contact Center 87

Contact Center Artificial Intelligence ML Machine Learning 87

DMG Consulting

JANUARY 30, 2024

Leveraging these technologies in highly practical and useful ways delivers quantifiable benefits that improve productivity, self-service capabilities, and the customer and employee experience (CX/EX). Most CCaaS platforms include a few workforce engagement management (WEM) applications, which are provided natively or via partnerships.

AI 48

AI Contact Center Artificial Intelligence CRM 48

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It is a lost art that customer experience managers need to thrive.

Sports 71

Sports Customer Experience Entertainment VOC 71

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 120

Customer Experience AI Outlook CX 120

ECXO

AUGUST 30, 2023

Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. Real-time marketing: What companies want Business leaders said they want to be able to use real-time analytics to enhance their customers’ experiences.

Predictive Analytics 52

Predictive Analytics Government Sales Customer Retention 52

Zendesk

OCTOBER 13, 2022

But those on the small-but-scaling side of retail don’t have to hustle on their own, especially when it comes to delivering an efficient, scalable customer experience through the high season and beyond. This made customers’ initial experiences with the brand even better. Small retail, big reach.

Retail 52

Retail Customer Retention CX Gaming 52

ClearAction

JULY 20, 2023

Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Reliance on it affects customer experience, reputation, efficiency and effectiveness — as both strengths and weaknesses. Buyers prefer to have minimal interactions with sales teams.

Technology 62

Technology Technology Outlook B2B 62

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He spoke about From CX to Distinctive Experiences in a presentation and Q&A session.

Customer Journey Map 52

Customer Journey Map CX Innovation Customer Relationship Management 52

Zendesk

FEBRUARY 12, 2021

With an effectively integrated CX department, the DNA of your business can pivot away from exclusively managing customer concerns and more towards benefiting the bottom line. Plus, as your approach to customer service matures, the complexity of your customers’ issues increases. How messaging is reshaping the customer experience.

CRM 52

CRM Customer Service Gaming CX 52

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

Contact Center 48

Contact Center Artificial Intelligence AI Actionable Insights 48

DMG Consulting

AUGUST 2, 2023

Interactions Analytics: Happy 20-Year Anniversary August 2023 Now in its 20 th year, the interaction analytics (IA) market is considered mature, with its solutions regarded as essential for most contact centers. However, features, functionality, and underlying technology vary greatly from one IA solution to the next.

Contact Center 48

Contact Center Artificial Intelligence VOC Customer Relationship Management 48

Qualtrics

DECEMBER 10, 2020

They must continuously learn what customers, employees, and partners are thinking and feeling, redefining their business models to provide positive, personalized experiences. What is experience management? The evolution of experience management. But over the last decade, the experience economy was born.

Artificial Intelligence 52

Artificial Intelligence Machine Learning Social Media Customer Satisfaction 52