Customer Service Life

APRIL 12, 2023

The CX Passport Podcast I recently joined my friend, Rick Denton on episode 94 of his podcast. When asked about my travel experiences I had the opportunity to talk about trips I’ve taken to Australia, Nigeria, and Bangladesh and how I lived with local families, ate their food, and got to know the local culture and customs.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

SurveySensum

JANUARY 30, 2024

The role is crucial – CX professionals shape how customers perceive a company. That got me thinking – what interview questions really help identify a great CX professional? Have you also found yourself in a similar situation where you could not come up with the right questions to ask a CX professional in an interview?

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers. Back To CX Accelerator Blog

CX 243

CX Customer Experience 243

Intercom, Inc.

FEBRUARY 25, 2021

Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. With three decades of experience under her belt, she has learned a thing or two about helping companies build customer-centric businesses. Empathizing with customers with Annette Franz , on Engati CX.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Lumoa

JANUARY 9, 2018

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. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. sessions: [link].

Customer Survey 71

Customer Survey Customer Feedback Voice of the Customer CX 71

Steven Van Belleghem

JUNE 6, 2023

Lead Companies with a successful customer centric culture – from Apple and Amazon to Starbucks and Glossier – stand out with these 2 things: they have a strong customer vision and leaders who show with their decisions and actions that they will always and forever put the customer first. ” Be a “learn-it-all ”.

Construction 62

Construction Engineering Retail CX 62

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like?

CX 64

CX Technology Technology Construction 64

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Whether you’re planning new CX strategies , want to become more customer-centric , or just want to learn more about customer experience , these customer experience books will help you do that. Nowadays, most people search for information online.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

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. Her blog is a must-read for those keen on leadership in customer service, customer listening, and engagement. Intercom.com . On the agenda?

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”.

CX 129

CX Customer Experience Education Machine Learning 129

Execs In The Know

JULY 1, 2021

This blog post is dedicated to surfacing four of the most notable ideas from the conversation — call it the four “must-haves” for creating successful WFH programs and partnerships. #1 This is where technology can level-set conditions and build parity into every customer experience. 4 — Build Partnerships.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

CX Accelerator

MAY 28, 2019

So how does one develop a team culture such as this? Especially in a high-stress or competitive environment, destructive tensions have a tendency to build up so quickly. These are but a few ways to develop a culture of caring. BACK TO CX ACCELERATOR BLOG Nate Brown is the co-founder of CX Accelerator.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. . Managers are leaned-in and invested .

Contact Center 52

Contact Center CX Start-ups Finance 52

Execs In The Know

MAY 18, 2021

In this blog post, we touch on the key insights from each of these four panels. The Importance of Research to the Modern CX Executive . No doubt, industry research can be a key piece of the puzzle when building the case for a new initiative, a critical process change, or the development of a strategic roadmap.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

SurveySensum

JANUARY 9, 2024

With this blog, we will discuss the drawbacks of tying agent CSAT scores to their performance with the help of some of the industry’s top CX experts. This could result in short-term gains but neglect the long-term goal of building meaningful customer relationships. Now, do you think the rating is well- deserved?

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). They want to make customers feel special, create lasting memories, and build a community of happy customers. But, how can you build and deliver great customer experiences? You leave the restaurant with a big grin on your face.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Steven Van Belleghem

SEPTEMBER 19, 2021

If you are in a “commodity” market, just figure out what the services are that you can build around it. They believed that US customers might embrace the Italian coffee culture , if they only added local elements to mix Italian coffee culture with the US culture and created a personalized experience. Download free e-book.

Customer Experience 134

Customer Experience Construction Education Customer Satisfaction 134

Customers That Stick

OCTOBER 23, 2014

This day features CX pros such as Mary Murcott, President of The Customer Experience Institute and Erik Peterson of A.T. Topics include: How to drive a culture of service innovation into a traditional product company. Building a service innovation culture. This day features CX pros such as Edward W.

Healthcare 128

Healthcare Innovation Education CX 128

SurveySensum

JANUARY 10, 2024

But don’t worry; this blog will provide you with the worst and best times to send a survey so that you can evaluate your strategies and gather authentic customer feedback. Have a look at the insights from CX professionals and their experiences with poorly timed surveys at CXQOTD. The issue — they were sending surveys at the WRONG time.

NPS 52

NPS Customer Feedback CX Text Analytics 52

Beyond Philosophy

JULY 17, 2017

To explain why, I’ll use comments about customer experience that the presidents of Royal Caribbean Cruises and Build-A-Bear Workshop and the former CEO of Sprint offered in a recent roundtable discussion. Build-A-Bear: Emotional Touchpoints and Memories. Build-A-Bear: Emotional Touchpoints and Memories.

Technology 132

Technology Technology Touchpoint Education 132

Beyond Philosophy

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Lots of Privacy Violations Betray a Culture Flaw. Furthermore, I believe this could lead to their downfall.

Non-Profits 139

Non-Profits Government Machine Learning AI 139

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. Customers want you to know them.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Beyond Philosophy

JUNE 13, 2019

It all boils down to your company culture. Establishing a customer-centric culture of an organization is crucial, and also one of the hardest things to do in business. Your champion for a culture change should be disciplined, vigorous, and willing to devote the time it takes to establish the culture in your organization.

Customer Experience 165

Customer Experience Start-ups Government CX 165

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

SurveySensum

DECEMBER 22, 2023

So, as a CX person, I always feel that people should never do it, but practically it doesn’t work that way. Building a Culture of Open Communication with Customers Create an environment that encourages open communication , where customers feel comfortable providing candid feedback. Debbie Szumylo – Nooooo.

NPS 52

NPS Gaming Education Customer Satisfaction 52

Doing CX Right

JUNE 27, 2020

What does great leadership look like to build a customer-centric business culture? Transcription shared from Engati’s Business Blog: What role does the employee experience play in relation to fostering a great customer experience? ‍ How crucial is it to build personas for the target audience?

Start-ups 52

Start-ups CX Sales Customer Experience 52

SurveySensum

FEBRUARY 14, 2024

In this blog, we’re going to delve into the best employee feedback tools. One-on-One Expert Consultation for CX Implementation: Dedicated CX experts are available to support you throughout the process. Get end-to-end CX consultation from top CX experts to get started! Well, you’re in the right place!

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. So any change in CX must include and address the Customer centricity of the organization.

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

Zendesk

AUGUST 4, 2021

The startup world is characterized by its punchy work culture, agility, and ping pong tables. How can SaaS startups ensure they’re building a customer-focused organization – and why should they? Why Cloud 100 startups are investing in CX. Work towards building a dedicated customer service team.

Customer Service 98

Customer Service Social Media CX AI 98

SurveySensum

JANUARY 25, 2024

In this blog, I’ll share with you six simple tips on how to ask for a referral from a client. To find these brand advocates, use simple CX metrics like CSAT and NPS. Tip: Regular check-ins and relationship maintenance are essential for staying top-of-mind with clients, fostering ongoing connections, and building trust.

NPS 52

NPS Customer Feedback Gaming Social Media 52

Confirmit

FEBRUARY 11, 2019

Having just returned from the first Rutgers CX Certification Program in New Brunswick, NJ, I have to say…I’m impressed. The caliber of the attendees was high, including one CIO that now owns CX (an intriguing idea!) Most participants were quite experienced and a few companies sent their CX teams, not just one individual.

CX 40

CX Voice of the Customer Innovation Technology 40

Steven Van Belleghem

JANUARY 22, 2020

Simon is now a sought-after international speaker and his book “We First: How Brands and Consumers Use Social Media to Build a Better World” is a New York Times, Wall Street Journal, and Amazon bestseller. She is, among other CX books, the author of ‘Would You Do That To Your Mother?’. Tony Hsieh.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

Beyond Philosophy

JULY 5, 2016

More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept. Much of this is, culturally, operationally, and from a communications perspective, what we have been describing as “inside-out advocacy” for years.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

Qualtrics

FEBRUARY 17, 2021

As a result, methodologies and cultures built around DevOps and ‘speed’ tend to move organizations in one direction quickly but not necessarily the right direction. Many of us (especially those reading this Qualtrics blog!) Many CX teams have even begun to incorporate session replay data to contextualize their direct customer feedback.

VOC 26

VOC E-commerce Sports CX 26

Logicalware

AUGUST 26, 2021

So in this blog, I thought I’d share some of the most interesting UK, EMEA and global insights I’ve seen in relation to customer behaviour, experience and interaction. Culture is influencing customer behaviour. This is conditioned by culture, specifically where we live in the world and the generation we have grown up with.

Invoicing 88

Invoicing Start-ups Omnichannel Customer Service 88