Doing CX Right

DECEMBER 31, 2020

What are the best ways to advance customer experience and employee engagement in 2021 and beyond? The post Six Way To Advance CX in 2021 appeared first on Doing CX Right. Read what four experts have to say to achieve success.

CX 59

CX Customer Experience 59

Zendesk

APRIL 9, 2021

Customer experience (CX) has always been integral to a company’s success, but its significance has grown considerably in the midst of the COVID-19 outbreak. According to the Zendesk Customer Experience Trends Report 2021 , half of all customers say that CX is more important to them now than it was a year ago. What is CX?

CXM 98

CXM CX Omnichannel Touchpoint 98

CX Network

JULY 6, 2021

The CX Elite Awards 2021 has announced the winners from the event, which includes DSV, NatWest, Allianz, Tesco, Virgin Money and MediaMarktSaturn.

CX 62

CX 62

Heart of the Customer

DECEMBER 30, 2021

Last week, I spotlighted some of our best tech-related posts from 2021. This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact. The post ICYMI, Part 2: 2021 Impact Roundup appeared first on Heart of the Customer.

CX 78

CX Customer Experience 78

PeopleMetrics

AUGUST 24, 2021

It's halfway through 2021 and your CX strategy needs a checkup! CX directors and managers, get together with your team to look at your customer experience metrics and where you want to go next. Discover our award-winning Customer Experience (CX) blog: [link]. Sign up for more PeopleMetrics LIVE! sessions: [link].

CX 62

CX CXM Voice of the Customer Customer Experience Management 62

eglobalis

NOVEMBER 22, 2021

Best New Customer Experience and Design Books – 2021 List best employee experience and design books. The post Best New Customer Experience and Design Books – 2021 List appeared first on Eglobalis.

Customer Experience 161

Customer Experience Customer Relationship Innovation CX 161

Heart of the Customer

DECEMBER 22, 2021

So this week, as we prepare to tie a bow on 2021, I want to draw your attention to a handful of posts from earlier this year by Heart of the Customer CTO Shawn Phillips. They offer insights on CX […]. The post ICYMI, Part I: 2021 Tech Roundup appeared first on Heart of the Customer.

CX 78

CX 78

Logicalware

JANUARY 6, 2022

As we begin a new year, we wanted to share some of your favourite articles from 2021. 2021 was a rollercoaster of lockdowns and reopenings. Total Experience: The technology trend set to shake up customer service in 2021. So what is it and why was it especially important for contact centres in 2021?

Technology 98

Technology Technology Customer Expectations Customer Service 98

PeopleMetrics

DECEMBER 17, 2020

Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? How has COVID-19 changed the way we measure customer experience (CX)? Discover our award-winning Customer Experience (CX) blog: [link].

CX 62

CX Customer Experience Touchpoint Innovation 62

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming year. Watch the full video on YouTube ?.

Contact Center 142

Contact Center Customer Experience AI CX 142

eglobalis

NOVEMBER 14, 2020

Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

Customer Experience 170

Customer Experience Customer Relationship CX Customer Loyalty 170

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

CommBox

JULY 4, 2021

The past few months have caused many business practices to change at a rapid pace, with some of the most noticeable changes occurring in their support and customer experience (CX). Let’s look at five such healthy customer experiences in 2021. . Safety is the first thing customers look for in 2021. Self Service Solutions.

Artificial Intelligence 98

Artificial Intelligence Start-ups Customer Feedback Innovation 98

Fonolo

DECEMBER 3, 2020

Over the past few years, CX has become more than just a hot topic. 3 Crucial Contact Center Trends in 2021. When designing a superior CX strategy for your business, it’s not just about how you can serve your customer. The post 5 Ways to Remove Friction in Your Customer Support Channels in 2021 first appeared on Fonolo.

Contact Center 160

Contact Center Touchpoint Technology Technology 160

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. Dan Allen, Union Bank. Deana Perrin, Blue Shield of California. Learn More.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Astute

FEBRUARY 3, 2021

CX can impact your bottom line in several ways. Here's a look at some of the statistics and research to know to guide your efforts in 2021. The post Top 40 Customer Experience Statistics To Know in 2021 appeared first on Astute.

Customer Experience 98

Customer Experience CX 98

Shep Hyken

JUNE 28, 2021

Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP. Here is a list of twelve CX conversation-starters to get your team talking.

Customer Service 129

Customer Service Government CX Start-ups 129

Beyond Philosophy

JANUARY 9, 2021

Ep 169 Vital for 2021 – Digital Nudging Will Revolutionize Your CX. The post Vital for 2021 appeared first on CX Consulting. Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today. Click here to learn more. How can we help?

Management Consulting 78

Management Consulting CX Customer Experience 78

Execs In The Know

MAY 18, 2021

Our recent Customer Response Summit (CRS) — Spring 2021 event (April 26–28, 2021) played host to a variety of sessions including keynotes, case studies, and breakout groups, as well as four very powerful and timely panels, each one hosted by COPC Inc. The Importance of Research to the Modern CX Executive . John Riordan, Shopify.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Fonolo

FEBRUARY 2, 2021

3 Crucial CX Trends You Need to Know for 2021. Major Call Center Technology Trends in 2021. There have already been rapid innovations in call center tech , which will become mainstream in 2021. 3 Crucial CX Trends You Need to Know for 2021. Driving the Major Contact Center Technology Trends 2021.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

Execs In The Know

NOVEMBER 3, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Sean Miller.

Artificial Intelligence 98

Artificial Intelligence AI CX Customer Experience 98

Execs In The Know

NOVEMBER 5, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Michael Baker.

CX 98

CX Technology Technology Customer Experience 98

Beyond Philosophy

JANUARY 15, 2021

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. To find out more about this fascinating subject and how to revolutionize your CX join Julia Lee and I on a webinar sponsored by Airkit on January 21st. Register here.

CX 99

CX Government Start-ups Customer Experience 99

Shep Hyken

AUGUST 9, 2021

If you want to create a better CX, eliminate the friction. That said, there are some insights into the importance of managing CX. Customer Service Benchmark Report – 2021 by Hiver. The post 5 Top Customer Service Articles of the Week 8-9-2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 131

Customer Service Social Media CX Customer Experience 131

Zendesk

MARCH 12, 2021

Luckily, many anticipate having more budget flexibility in 2021. 34% of SMBs anticipate having more to invest in CX technology in 2021. Best practices for delivering winning CX in 2021. The top investment priorities for high-performing CX teams. The top investment priorities for high-performing CX teams.

CX 52

CX Customer Expectations Technology Technology 52

MyCustomer Experience

OCTOBER 8, 2021

8th Oct 2021. CAs the Vice President of Client Services for Blue Ocean, I am fortunate to work with a wide variety of companies. Clients of all types turn. By BlueOceanContactCenters.

CX 52

CX 52

Uniphore

JANUARY 21, 2022

In other words, better CX can improve patient retention. For healthcare CX providers considering implementing conversational automation, prioritizing your goals and use cases is an essential first step. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more? Download the Article.

Healthcare 147

Healthcare Net Promoter Score CX Artificial Intelligence 147

Heart of the Customer

AUGUST 3, 2021

It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This pivotal moment in CX history makes designing compelling […]. The post The Year of CX Data Shifts Into Overdrive appeared first on Heart of the Customer.

CX 109

CX Technology Technology Customer Experience 109

Shep Hyken

JULY 19, 2021

To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. eWeek) Whether it’s an e-commerce giant like Amazon or a local shoe repair shop, great customer experience (CX) is a key factor that differentiates a business from its competitors. CRM Buyer) Despite U.S. Follow on Twitter: @Hyken.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. Still, the largest chunk (20%) sit in Information Technology (IT). Be wary of it.

CX 130

CX CX Transformation Government Start-ups 130

Logicalware

DECEMBER 21, 2021

In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2021 redefined customer engagement. As 2021 draws to a close, I want to take this opportunity to thank our customers, employees, and partners for a remarkable year. In 2021, we worked extremely hard to deliver new products and more value to our customers.

AI 98

AI Technology Technology Innovation 98

Execs In The Know

APRIL 7, 2022

PHOENIX, ARIZONA, US, April 7, 2022 / EINPresswire.com / — Global customer experience (CX) industry leader Execs In The Know is proud to announce the release of the CX Leaders Trends & Insights: 2021 Corporate Edition report which debuted at the company’s Customer Response Summit event in Clearwater, Florida (March 28–30, 2022).

CX 40

CX Social Media Touchpoint Technology 40

Execs In The Know

SEPTEMBER 14, 2021

September 14, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce the Customer Response Summit (CRS) , a virtual event taking place October 18–22, 2021. PHOENIX, Ariz., Keynote speakers include Alice Sesay Pope from Visa, Inc.,

Artificial Intelligence 52

Artificial Intelligence CX Contact Center Innovation 52

Shep Hyken

JULY 12, 2021

My Comment: One of the questions we asked in our soon-to-be-released 2021 Achieving Customer Amazement study was if colleges should require a course in customer service. My Comment: When it comes to customer support and contact centers, the people at Sharpen CX are pretty sharp. Out of 1,000 consumers, 65% said, “Yes.” Pun intended!)

Customer Service 116

Customer Service Retail Entertainment Social Media 116

Uniphore

JUNE 15, 2021

Customers are 10x more likely to recommend a brand whose employees can answer their questions* 91% of call center agents are likely to quit their jobs in 2021 † 41% cite stress and burnout as their reason to leave †. and the 7 Surprising CX Insights They Reveal. How to Train and Onboard Agents in 2021. Register Now.

CX 162

CX Social Media Contact Center Actionable Insights 162

Beyond Philosophy

JANUARY 23, 2021

In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021. In this episode, we discuss the problem with seeking a silver-bullet solution for your Customer Experience problems, where this problem originates, and how you can avoid making that mistake in 2021. How can we help?

Customer Experience 88

Customer Experience Management Consulting CX 88

Shep Hyken

NOVEMBER 29, 2021

And of course, the main focus of that strategy should be on CX. 4 Ways Chatbots Help for CX Smooth Sailing This Holiday Season by Bob Grohs. To ensure that the customer experience (CX) isn’t negatively impacted by this surge, you’ll need to ramp up your business’s customer service capabilities. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Retail B2C Start-ups 81