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We can’t be digital-first, we have to be customer-first – Interview with Sue Duris of M4 Comms

Adrian Swinscoe

Today’s interview is with Sue Duris, Principal Consultant of M4 Communications, a global CX consulting firm. Sue joins me today to talk about customer understanding, internal […] The post We can’t be digital-first, we have to be customer-first – Interview with Sue Duris of M4 Comms first appeared on Adrian Swinscoe

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What is customer loyalty?

Callminer

Gaining a deeper understanding of customer loyalty and the benefits it holds is an important first step to take towards developing your customer base. This article will help you do that and more

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Five forward-looking skills for the future generation of leaders

Adrian Swinscoe

This is a guest post by Dominic Fitch at Impact International. There is no denying that the world of business is evolving at an incredibly fast […] The post Five forward-looking skills for the future generation of leaders first appeared on Adrian Swinscoe

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Report: Remote contact center agents have better bosses

Inside Customer Service

Remote work is polarizing, especially for contact centers. Team Onsite believes communication and teamwork improves when everyone is working in the same place. And Zoom fatigue is real, y’all!

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December CMI Placeholder

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The Challenge of the B2B Customer Experience Maturity Model? The CX Major Pillars for Your Organization Growth

ECXO

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.

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What is conversation intelligence?

Callminer

Read this blog to better understand conversation intelligence, how it works, its benefits, and what to look for when selecting a conversation intelligence platform

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CX4Now: Contact Center KPIs that Matter

Fonolo

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure.

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Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars.

eglobalis

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

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No B2B Survey Responses? No Problem.

Heart of the Customer

Last week, I attended X4, Qualtrics’s experience management summit in Salt Lake City.

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Powering Personalization Through Customer Data

Finding the right CDP can help unlock the value of your customer data. This eBook offers guidance on choosing, deploying, and utilizing a CDP, along with a case study on how one bank put data into action to forge stronger connections with customers.

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Understanding how cybersecurity is set to impact the retail industry

Customer Think

The retail industry is constantly evolving, and technology has played a significant role in this change. One of the most notable advancements in the retail industry is the use of digital signage.

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3 ways to effectively scale your CS operation

Totango

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty.

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Select for passion, not past performance.

Bill Quiseng

Instead of “Hire for attitude, not aptitude” or “Hire for personality, train for skills”, remind yourself when you recruit to Select for passion, not past performance. You hire an employee.

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How to Create Better Citizen Experiences

Qmatic

Designing better citizen experiences is no longer an imperative just for commercial organizations. Joe Biden's 2021 executive mandate has made this clear as public trust in government agencies hits historic lows.

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Product Market Fit: A Lesson from Sephora’s Head of Product

Speaker: Sneha Narahalli - VP, Head of Product at Sephora

In this webinar, Sneha Narahalli, Head of Product at Sephora (Digital, Data & MarTech), will give you an iterative method for identifying and developing Product Market Fit.

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Unlock Better Customer Feedback and Service Agent Scoring With These Tips 

CSAT.AI

Customers give feedback and scores for their service interactions based on their individual concepts of scoring. Most don’t know how their reviews, scores or even complete lack of feedback impact your agents or your business.

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The Role of Feedback in Building a Strong Culture of Performance: Best Practices for Leaders

Customer Think

Feedback is integral to employee management since it paves the way for improvement across roles and teams. Setting up a feedback culture in your company facilitates productivity, clear communication, and holistic growth in your workforce.

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Inclusive design: The critical foundation of digital UX

CX Network

Shelby Mitchell explains the practical steps that need to be taken to design digital UX for customers with disabilities

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Best Practices & Procedures for Organizing Videoconferencing

cxservice360

When it comes to a private meeting online with friends or family, it is enough for the participants to call and discuss whatever topics or The post Best Practices & Procedures for Organizing Videoconferencing appeared first on CXService360. Digitalization remote work Virtual work

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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3 Tips For Leveraging CRM For Your Post-Sales Cycles

ClientSuccess

In the past decade, CRMs have revolutionized customer relationships. From tracking prospects to recording sales interactions – teams can unlock incredible insights with a good Customer Relationship Management platform. But what happens once customers become clients?

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Building a CX Driven B2B Operating Model by Eytan Hattem, Chief Customer Officer at Prodware.

ECXO

Eytan Hattem Formato Convencional The ECXO- European Customer Experience Organization is thrilled to present Building a CX Driven B2B Operating Model by Eytan Hattem , Chief Customer Officer at Prodware.

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Chief Customer Officer Playbook: Balancing Experience Leadership with Experience Management

Customer Think

A Chief Customer Officer playbook is a sports analogy for what needs to be done to win the game: maximum customer lifetime value.

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Marriott International’s Shannon Patterson Talks About the Power of Putting People First

Execs In The Know

Shannon Patterson, SVP of Customer Engagement Centers at Marriott International, took center stage at Customer Response Summit (CRS) in Austin to address what it means to engage associates and how that translates to seamless guest experiences, happier customers, and brand loyalty.

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Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

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[Experience Action Podcast] CX Budget for Growing Businesses [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators

The post [Experience Action Podcast] CX Budget for Growing Businesses [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators. Align Organizational Vision & Goals Get Started with CX Take Action

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Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement

SixteenVentures

When you’re working with customers, whatever your role (CSM, Sales, Account Management, Consultant, etc.), you may find yourself acting as a coach. To be an effective coach, you need to strike the right balance between motivation and discipline.

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Building and Developing Great Leaders

The DiJulius Group

“When your company says you want your employees to be leaders, what that really means is that you want their emotional commitment to your vision.

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We Asked ChatGPT about Powering Subscription Revenue Growth with AI…

VOZIQ

ChatGPT has taken the business world by storm. It’s one of the best examples of AI-based tools that promise to transform the way companies do business.

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Shaping the Future: Product Strategy in the Age of Uncertainty

Speaker: William Haas Evans - Principal Consultant, Product Strategy Practice Lead, Kuroshio Consulting

In this webinar, we'll explore product strategy obstacles and present practices to overcome them while driving clarity and alignment across your executive team.