Beyond Philosophy

JANUARY 27, 2022

As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). I read that book in 1998, and I never looked back.

CRM 78

CRM Net Promoter Score Customer Satisfaction AI 78

Lumoa

JUNE 23, 2021

It’s becoming more and more important to develop and implement these initiatives in your CX team. When you’re looking for the best talent for your CX team, you need to recognize that talent comes in all different shapes and sizes. What are the benefits of a diverse CX team? What is diversity in customer experience?

Customer Experience 83

Customer Experience Non-Profits Start-ups Innovation 83

Shep Hyken

OCTOBER 18, 2021

I have added my comment about each article and would like to hear what you think too. Your customers will thank you, and they’ll be much more likely to share their positive experience with friends, family, and social media followers. My Comment: There’s not much we like about COVID-19. Which do you think has more impact?

Customer Service 81

Customer Service Social Media CX Start-ups 81

CX Accelerator

JUNE 19, 2018

But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results? We obviously should not wait for situations like this to take place in our companies. Do we empathize with the experiences our customers are having? So what’s the big deal?

Customer Experience 159

Customer Experience CX Start-ups Engineering 159

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Looking for the highlights? ” – Shep Hyken, CS & CX Expert. In 2017, 62% of businesses had some aspect of cloud-based software.

Contact Center 81

Contact Center Omnichannel Social Media Retail 81

ECXO

APRIL 1, 2021

This article delves into these words looking at their relation to a customer experience strategy. Customer experience Although there are many explanations of the customer experience, I believe that the CX Academy definition does it justice “the customer experience is how a customer feels due to every interaction they have with a company”.

CX 98

CX Customer Expectations Customer Experience 98

Steven Van Belleghem

SEPTEMBER 19, 2021

And so it was able to quickly scale its minimum-contact concepts like the Starbucks Pickup, (order via the app and go to a pick-up only location), its drive-thrus (from 60% of its stores to 80%), walk-up windows and curb-side pickups. The “Save the world” strategy is one of three three pillars in my latest book “The Offer You Can’t Refuse”.

Customer Experience 134

Customer Experience Construction Education Customer Satisfaction 134

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Morgan’s blog roll is both vibrant and varied, with many revealing case studies on some of America’s most celebrated brands like Adobe, Capital One, and Ford.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Steven Van Belleghem

FEBRUARY 23, 2022

Though that concept may be more complex than it first seems – timing is everything and sometimes being too soon can be a disadvantage too – I believe that in this case it will pay off to start experimenting with CX and marketing in the metaverse. Well, the metaverse is a Disney-like place on steroids. A limitless scale.

Gaming 130

Gaming Start-ups Sports Social Media 130

Fonolo

JANUARY 22, 2020

Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Modern CX, Las Vegas. CX Talks, Dallas. Elevate CX, Denver. Forrester: CX North America, New York City. Zendesk Relate, Miami.

Customer Service 129

Customer Service Contact Center CX Education 129

Aquire

NOVEMBER 17, 2021

Creating good customer experiences (CX) is top of mind for most companies. It has been years since Gartner first reported that most companies started competing primarily on CX. And, even now, the global CX market size is still expected to grow 17.5 What you can do better: 5 ways to build a superior CX strategy.

Retail 98

Retail B2C Customer Experience Omnichannel 98

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. I’d like to share some of the most popular and most-shared content from the Customer Bliss blog.

Customer Experience 81

Customer Experience CX Start-ups Technology 81

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. 81% of respondents that look items up online expect to see if a product is available at the store and 80% feel annoyed if that feature isn’t available.

Voice of the Customer 122

Voice of the Customer Customer Loyalty Customer Experience CX 122

Customer Bliss

DECEMBER 28, 2017

I thank you for taking the time to read my posts, and I look forward to creating even more great content for you next year! What will CX Look Like in 2017? Look out for my 2018 predictions soon! Customer Experience Labs: Your Strategic Weapon. Click To Tweet. Click To Tweet.

Customer Experience 56

Customer Experience Social Media CX Omnichannel 56

CSAT.AI

AUGUST 7, 2019

Alternatively, when used strategically as a helpful ass istant , AI enhances CX. User Testing’s “The Rise of the Experience Economy: the 2019 CX Industry Report” alleges every aspect of a business totals the CX for the brand. It states CX appears to be near this tipping point. An AI tool like CSAT.AI

AI 52

AI CX Sentiment Analysis Contact Center 52

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. 3-Stage Approach to A New CX Transformation. What does delivering a world-class customer experience look like?

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. As 2017 comes to an end, I’m thanking all of you who have taken the time to listen to my podcast. 4 Lessons Learned During a CX Transformation.

CX Transformation 44

CX Transformation CX Business Growth Customer Experience 44

Beyond Philosophy

JULY 16, 2019

In a choice that exists only in our minds, like choosing a restaurant for lunch, the order I list the options could influence your decision. Plus, it’s only a dollar more than the smaller, more-reasonably sized option, which makes the jumbo-size seem like a bargain by comparison. Neither would I, but I do at the movies.

CX 126

CX Customer Experience 126

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. When Darin came into his role as VP of CX and Delivery, the CX department already existed. But he had been working at the company for 10 years already and saw this as an opportunity to truly make some changes in the company and overhaul the CX program.

CX 63

CX NPS VOC Finance 63

Customer Bliss

JANUARY 3, 2018

I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. In this episode replay, I chat with Catherine Courage , the VP of Ads and Commerce User Experience at Google about how she created the path of her CX leadership role. Happy New Year!

CX 75

CX Customer Journey Map B2B Customer Experience 75

Steven Van Belleghem

APRIL 20, 2021

Which is why the collected writings of Jeff Bezos – from his unique annual shareholder letters to numerous speeches and interviews – that gather his core principles and philosophy are a gold mine for CX leaders. But companies like Amazon also excel at mythologizing their own story. What the Covid-19 pandemic has taught us.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Shep Hyken

NOVEMBER 4, 2022

With rapidly evolving technology in today’s digital age, the BPO industry is bombarded with opportunities to improve customer experience (CX) in ways unthinkable a few decades earlier. In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. .

Customer Experience 57

Customer Experience Omnichannel Social Media CX 57

CSAT.AI

OCTOBER 13, 2020

Best Uses of AI in Customer Service and CX. The best people to comment on how AI impacts CX and QA are those who work with those challenges regularly. Furthermore, the “machine” can identify the customer, look at buying history and compare this customer to others who have the same questions and issues. Where to Begin.

AI 52

AI Machine Learning Customer Service Artificial Intelligence 52

Fonolo

OCTOBER 3, 2017

For example, if your credit union suffers from long hold times, it’s unlikely your members will feel like you’re taking their needs seriously. We look forward to seeing you there! . Webinar: How to Lower Abandon Rates and Improve the CX . Also, it’s nearly impossible to attract new members if they can’t even get a hold of you.

Contact Center 52

Contact Center Social Media Customer Service CX 52

Customer Bliss

DECEMBER 29, 2016

We’ll be back with new episodes in early 2017. The question goes like this: “What do you know NOW about customer experience work that you wish you knew THEN? The question goes like this: “What do you know NOW about customer experience work that you wish you knew THEN?” I promise it’s value-add!

Customer Experience 0

Customer Experience Social Media Start-ups AI 0

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. She is a regular speaker at CX events and conferences across Europe. She likes to run and is a passionate photographer. Annette speaks English and Spanish fluently.

Legal 81

Legal CX Business Administration Touchpoint 81

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. Take a look at the case study to find out more. Voice of the Customer Best Practices.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. Take a look at the case study to find out more. Voice of the Customer Confirmit Blog.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Beyond Philosophy

FEBRUARY 19, 2019

I imagined their rejection of the idea of CX must have been like when Blockbuster thought about buying Netflix and decided, “Nah! Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. I like playing with the new products and talking with the geniuses, and everything else. You too, J.C.

Retail 142

Retail Customer Experience CX 142

Intercom

AUGUST 12, 2021

Early in 2017, Dan joined the speech analytics startup TalkIQ, which would later be acquired by Dialpad, as their CEO. Dan always encourages CX teams to focus on revenue – by driving retention and increasing cross-sells and upsells, companies can accelerate their growth faster and more sustainably than by acquiring new customers.

Start-ups 111

Start-ups AI Omnichannel Sales 111

CX Journey

SEPTEMBER 5, 2017

It begins on Wednesday, September 6, 2017. What are some of the effortless things, if any, that we as CX professionals do? A CX transformation is a lot of heavy lifting! How do we reduce the effort for CX professionals? Think about your CX transformation. Don't be shy! What's the easy part of our roles?

CX 45

CX CX Transformation Education Start-ups 45

Customer Bliss

DECEMBER 5, 2017

There are certain survival characteristics of an entrepreneur and someone who leads a CX effort: The ability to press through dark times. Prior to assuming this role in September 2017, Ms. “You need a lot of perseverance; it’s the skillset that defined me as an entrepreneur and got me through those times,” said Angie. Stay optimistic.

Customer Acquisition 51

Customer Acquisition Business Administration B2B CX 51

CX Journey

JUNE 14, 2017

After responding so frequently to this question (or questions - one version is how to get started, one is how to advance) lately, plus hosting a CX Expert Office Hours session at the 2017 CXPA Insight Exchange on this very topic last month, I thought it was time to document some of the advice I give on this. Attend webinars.

CX 57

CX Education NPS Start-ups 57

CX Journey

DECEMBER 21, 2016

Your company shows up on his CX Naughty List! For each category, I'll call out some of the most egregious reasons for being on Santa's CX Naughty List. CX Strategy CX Strategy refers to your approach to delivering a great customer experience. And let's see if you make it to the Nice List in 2017. In short, a lot.

CX 62

CX Unstructured Data Customer Experience 62

Lumoa

OCTOBER 31, 2018

We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Qualtrics

JULY 15, 2019

Customer Experience (CX) is the future of business and companies who don’t get on board will have trouble competing in an evolving marketplace. As companies like Amazon and Uber continue to offer great customer experiences, companies must adjust to consumer’s rising expectations. Create a Benchmark for Your Customer Service Experience.

Net Promoter Score 41

Net Promoter Score Customer Service Close the Loop Social Media 41