CX Accelerator

APRIL 1, 2020

If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to get the voice of the customer a seat at the table appears to have been settled.for now. Instead I’ll focus on the much-maligned world of black-hat or dark CX.

CX 228

CX Machine Learning Government Gaming 228

Beyond Philosophy

JANUARY 19, 2022

A good example would be the Pokémon Go game. However, Coca-Cola is taking their use of AR and VR beyond traditional entertainment and gaming use into new areas. By immersing customers in a virtual experience, customers can play with the product or try a service without being in a physical place together. .

Real Estate 88

Real Estate Entertainment Gaming Technology 88

Confirmit

OCTOBER 11, 2020

CX pros need to realize that CX is not a softball game; it is a science, drawing upon learnings from fields such as, consumer behavior, sociology, behavioral economics, psychology and economics. CX entails the systematic study of customer perceptions, intentions, and behaviors to explain and predict customer attitudes and behaviors.

CX 52

CX Gaming Voice of the Customer Customer Experience 52

CX Accelerator

APRIL 1, 2020

If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to get the voice of the customer a seat at the table appears to have been settled.for now. Instead I’ll focus on the much-maligned world of black-hat or dark CX.

CX 182

CX Machine Learning Government Gaming 182

PeopleMetrics

APRIL 4, 2017

Consider ‘ Game Neverending ’ – the failed online role-playing game that became Flickr. Because the ability to embrace and learn from (inevitable) failure can be a game-changer when it comes to achieving success. And we try to do this ourselves, as well. Failure to Launch vs. Failure to Learn. This is a huge mistake.

Gaming 94

Gaming Voice of the Customer Innovation Customer-Centric Organization 94

Heart of the Customer

DECEMBER 18, 2014

The post What’s the customer experience focus for 2015? appeared first on Heart of the Customer. Related posts: Reimagining Journey Map Design Journey maps are game-changing tools to illustrate your current customer experience, highlighting friction points that impact loyalty.

Customer Journey Map 83

Customer Journey Map Customer Experience Voice of the Customer Gaming 83

Confirmit

JANUARY 14, 2020

As a Market Researcher, Customer Experience (CX), or insight professional, you are continually striving to understand consumer behavior and to deliver insights that motivate your stakeholders to drive actions - could video be the answer? Voice of the Customer Webinars. Watch Video.

Gaming 52

Gaming Voice of the Customer Innovation AI 52

Beyond Philosophy

JANUARY 19, 2022

We think it is the future of Customer Experiences. While they have to this point largely been dominated by games and entertainment, these immersive technologies are poised to change how people interact with brands’ products and services in more everyday ways. Want more stuff like this?

Entertainment 78

Entertainment Social Media Management Consulting Touchpoint 78

Confirmit

MAY 16, 2019

Stay connected : leading to two-way and real-time communication with customers and consumers. In other words, the right “enabling technologies” can be a game-changer for companies operating in this challenging global market. Voice of the Customer Market Research eBooks.

Technology 40

Technology Technology Outlook Gaming 40

PeopleMetrics

JULY 20, 2020

That’s right, you can save a potentially lost customer who recently had a poor experience by systematically following up with them BEFORE they take it to social media. Depending on your Customer Lifetime Value (CLV), this can be a complete game changer. This activity alone with make your company 10x more customer-centric.

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

OCTOBER 25, 2017

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Warm ups are over, it’s game time.

CEM 122

CEM Customer Experience VOC Scorecard 122

VOZIQ

NOVEMBER 13, 2022

It is especially important considering that most of your customer data— as much as 80% —is available in unstructured form. This unstructured data is the voice of the customer and holds the key to unlocking complex customer behaviors and needs. Personalization is a critical component in upping your retention game.

AI 52

AI Unstructured Data Customer Retention Machine Learning 52

PeopleMetrics

MARCH 25, 2015

To develop a consistently good customer experience, employees need to be encouraged to take responsibility of customers. In the absence of responsibility, you can turn customer issues into a frustrating game of hot potato. Or worse still, you can leave customers stranded with their problems.

Customer Experience 94

Customer Experience Customer Feedback Voice of the Customer Gaming 94

Confirmit

OCTOBER 7, 2020

Luckily our digital solution is easy to get up and running and many clients talked about this being a game changer for them. Many expressed how the exec team is now understanding that managing the customer experience is critical to financial solvency. Voice of the Customer Company.

Start-ups 52

Start-ups Gaming CX Voice of the Customer 52

PeopleMetrics

MARCH 20, 2015

the perfect waffle,” that time I dabbled in oil painting, when I’m “almost done” a video game, finding something to watch on Netflix). But for a customer experience manager, delivering knowledge, trust, and problem solving is a challenging proposition. I understand that type of obsession. I’ve crawled into bed at 3 a.m.,

Customer Experience 79

Customer Experience Voice of the Customer Start-ups Gaming 79

Intercom, Inc.

FEBRUARY 12, 2020

We all talk a good game about the customer being the most important thing in our business. But the truth is, as most companies scale, the customer can feel further and further away. Customer empathy is often one of the first things to suffer as companies grow from startup to scale-up.

Engineering 193

Engineering Education Actionable Insights Sales 193

Confirmit

JANUARY 2, 2019

For an industry that’s been growing and evolving for years now, I think it’s fair to say that 2018 was the year when the world of Customer Experience was really recognized as a game-changer. Voice of the Customer Voice of the Employee Market Research Company. That thing is money.

CX 64

CX Voice of the Employee Gaming Voice of the Customer 64

Confirmit

MAY 18, 2020

What was looking like it could be a 4-6-week struggle is now clearly a global game-changer. Voice of the Customer Best Practices. Things in the global aviation industry are tough going at the moment. Heathrow Airport, one of the busiest airports in Europe saw a 97% drop in passengers in April.

CX 59

CX Text Analytics Government Gaming 59

Beyond Philosophy

JUNE 16, 2022

Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. When I was back in corporate life, my role was to improve the Customer Experience. We undertook this customer survey every year, and then ignored it—every year. So, what can we do now?”

Education 78

Education Voice of the Customer Customer Satisfaction Customer Feedback 78

Experience Investigators

APRIL 27, 2021

Customer experience is often launched with tactics instead of a strategy. or “let’s start a Voice of the Customer program!”. You may not be able to overhaul and revitalize your total customer experience, but little improvements can make a huge impact. Customer experience is a long game and a team sport.

Customer Experience 105

Customer Experience Invoicing Customer Journey Map CX 105

Customer Service Life

AUGUST 22, 2019

I recommend staying away from incentivizing your agents to drive customer metrics higher. If you’re considering this, think through whether any of these can be gamed in such a way that you no longer get an accurate representation of where you truly stand with your customers. Listen to the voice of the customer (VOC).

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Beyond Philosophy

MARCH 16, 2023

When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? When an organization changes the game so drastically, it becomes an example, not just for like companies but for all companies. Guess what?

Customer Satisfaction 88

Customer Satisfaction Technology Technology Customer Experience Management 88

CSAT.AI

APRIL 5, 2023

First Call Resolution (FCR) : This metric measures the percentage of customer inquiries or issues resolved during the first interaction with an agent. G-K Gamification: Use of gaming style methods to encourage or guide certain customer or agent behaviors.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Heart of the Customer

APRIL 23, 2015

With so much riding on them, there’s too much temptation to game the system – not just by front-line employees, but by managers as well. Transactional surveys are risky. But healthcare brings it to a whole new level. The post What really matters in patient experience?

Hospitality 94

Hospitality Hospitality Healthcare Gaming 94

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book.

VOC 52

VOC VOE Close the Loop Voice of the Customer 52

ClearAction

DECEMBER 16, 2017

The trophy is sustained growth in all of the following: revenue, profit, market share, share of wallet, customer lifetime value, organizational nimbleness and capabilities. When you make decisions, use customer-centered context in your logic, and consider 360-degree inter-dependencies.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

Confirmit

JANUARY 9, 2018

We use mobile devices for virtually everything - from playing games to enhancing our work productivity. Voice of the Customer Voice of the Employee Market Research White Papers. In this eBook you'll get a tour of Confirmit Horizons mobile capabilities.

Voice of the Employee 40

Voice of the Employee Gaming Voice of the Customer 40

Confirmit

JANUARY 9, 2018

We use mobile devices for virtually everything - from playing games to enhancing our work productivity. Voice of the Customer Voice of the Employee Market Research White Papers. In this eBook you'll get a tour of Confirmit Horizons mobile capabilities.

Voice of the Employee 40

Voice of the Employee Gaming Voice of the Customer 40

SurveySensum

JANUARY 1, 2024

This connection between engaged employees and customer satisfaction leads us to something transformative: the Voice of the Customer (VoC). This isn’t just about collecting data but understanding what your customers truly want and need. When your team understands your customers better, they’re more motivated.

VOC 52

VOC Social Media Actionable Insights Customer Satisfaction 52

1 to 1

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations.

Voice of the Customer 35

Voice of the Customer Gaming Customer Loyalty Innovation 35

Confirmit

FEBRUARY 12, 2020

The London office’s attempts to keep desk plants alive is frankly pathetic, and some of the New York team get embarrassingly competitive at Beer Pong and any other bar-based game. If you’re not a customer, maybe give us a call. Voice of the Customer Voice of the Employee Market Research Company.

VOE 52

VOE Voice of the Employee Gaming Voice of the Customer 52

PeopleMetrics

JANUARY 29, 2014

.” With simple tools to listen to customers we now have a powerful, honest source for coaching and feedback on team and individual performance – the Voice of the Customer. How about a game of one-on-one? For others, frontline staff claim to know their customers better than any old survey could.

VOC 96

VOC Sports Voice of the Customer Case Management 96

Intercom, Inc.

DECEMBER 20, 2022

You’ll move the needle because you’ve broken down the siloed functional thinking that creeps into an organization, and you’ve taken it to a place where it’s much more about the customer. The voice of the customer cannot be one and done. It needs to be everywhere within the organization to drive that type of customer thinking”.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Execs In The Know

MAY 4, 2023

O ne of the deepest for us has been the voice of the customer. It’s been a game changer because it has allowed us to build trust with both our customers and our team members. Those functional features are business partnerships, operations, intentional engagement, and L&D. For a company of our size, this is huge.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

PeopleMetrics

MAY 28, 2020

With RCA data properly analyzed , you will be able to identify what we call systemic issues—the kind that, if improved, can make a big impact across your entire organization, not just one customer! RCA is a game changer. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 87

CEM VOC Business Administration Machine Learning 87

Confirmit

JULY 25, 2017

I’m lucky enough to spend much of my time talking to Confirmit’s Customer Experience experts and our customers about some of the most important best practices and approaches to running a Voice of the Customer program. Voice of the Customer Best Practices.

Retail 49

Retail Voice of the Customer Gaming Sales 49

Confirmit

APRIL 26, 2017

We will ask them to draw what they think their parent/guardian does at Confirmit, ask them to draw what they want to be when they grow up, give them a tour of the office, and play some games and do some arts and crafts throughout the afternoon. Voice of the Customer Voice of the Employee Market Research Company.

Entertainment 68

Entertainment Construction Voice of the Employee Gaming 68