Fonolo

MAY 10, 2023

Our conferences and events page offers a comprehensive listing – and in this blog, we’ll take a closer look at three noteworthy events happening in 2023. The diverse topics covered include: innovations in workforce engagement, Avaya’s roadmap for the future of CX and discussions about the merits of SIP technology.

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? Providing poor CX is incredibly expensive! Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers.

CX 173

CX Contact Center Start-ups Customer Experience 173

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

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. In this blog, we’ll take a close look at what’s involved in active listening. Bonus: It makes your agents’ jobs more interesting , too. The post Active Listening for Contact Center Agents first appeared on Fonolo.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Execs In The Know

NOVEMBER 30, 2021

Earlier this month, we shared some powerful insights from the event’s five keynote presentations as a part of a five-part blog series. It’s great for a CX program to have the support of the C-suite, but it’s even better when CX has its very own seat at the table. Deana Perrin, Blue Shield of California. Thom McDaniel, Marriott.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

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

Beyond Philosophy

JUNE 13, 2019

Find champions. 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. Once you have a champion at the top, get resources allocated to the effort. LOSE THE FEAR OF FACIAL RECOGNITION IF YOU WANT CX IMPROVEMENT.

Customer Experience 165

Customer Experience Start-ups Government CX 165

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. All the greatest organizations that champion Customer Experience know this and continue to explore the possibilities. See the difference there?

Net Promoter Score 94

Net Promoter Score CX Customer Experience 94

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 . But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Kelley Cutforth, Chegg.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

CX Accelerator

FEBRUARY 12, 2018

Five Keys to Drive Voice of the Customer Success 1) Ensure Executive Buy-In Is In Place A C-level executive should champion the VoC effort, define what VoC means to the company, and make it a priority. A version of this post originally appeared on M4 Communications blog. Twitter - @SueDuris

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). Organizations seem to be paying lip service to CX, but that’s all, I think some of these numbers prove it. .

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

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. CX teams wear a lot of different hats – they have to be problem-solvers, project managers, good listeners, and excellent communicators. Empathizing with customers with Annette Franz , on Engati CX.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Execs In The Know

NOVEMBER 30, 2021

Earlier this month, we shared some powerful insights from the event’s five keynote presentations as a part of a five-part blog series. It’s great for a CX program to have the support of the C-suite, but it’s even better when CX has its very own seat at the table. Deana Perrin, Blue Shield of California. Thom McDaniel, Marriott.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

Confirmit

MARCH 19, 2018

The CX Marketing Summit 2018 was created as a result of research that shows that the marketing function is playing an increasingly important role in the Customer Experience as businesses are able to achieve greater customer insight, allowing them to tailor their strategies to increasingly demanding customers.

Customer Experience 40

Customer Experience Customer Journey Map VOC Voice of the Customer 40

Execs In The Know

APRIL 20, 2021

April 20, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce the addition of Carolyne Truelove, Head of Global Fan Experience at Fanatics , to the company’s 2021 Corporate Advisory Board. SCOTTSDALE, Ariz., Jared Benesh, Director, Customer Experience Capabilities, H&R Block.

E-commerce 40

E-commerce Sports Manufacturing Retail 40

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. It begs the question: how can employee experience impact CX?

CX 64

CX Technology Technology Construction 64

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. Not everyone is a superhero fan, so let’s focus on the real champions. To find these brand advocates, use simple CX metrics like CSAT and NPS. But don’t worry! But how can you do that?

NPS 52

NPS Customer Feedback Gaming Social Media 52

Beyond Philosophy

APRIL 4, 2016

As part of our consulting philosophy, we encourage a cross-functional team to champion the Customer Experience. If you enjoyed this post, you might be interested in the following blogs: Is Leadership Really on Board with Your CX Agenda? All they cared about was their political position and how much power they had.

CEM 113

CEM Start-ups CX Customer Experience 113

Zendesk

MARCH 22, 2021

Whether you’re writing a blog post or shooting a video, the goal is always to highlight your brand’s value to a customer in a way that’s engaging, digestible, and to-the-point. Instead of just featuring a few flattering quotes, consider turning particularly rich customer stories into full blog posts. Customer testimonial articles.

B2B 98

B2B Entertainment Start-ups B2C 98

CX Journey

OCTOBER 5, 2015

The rest of the executive leadership team must then jump i n line and support that directive by championing the message (and subsequent initiatives) throughout their or ganizations. This means that, as a CX professional, you know you need to start by building the bu siness case and earning your CEO's commitment. From everyone.

CX Transformation 68

CX Transformation Government CX Start-ups 68

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

MARCH 23, 2016

Organizations with a focus on their future will make room for the CCO—and also see that a Customer Experience champion at the top will have a lot of great benefits to the line at the bottom. If you enjoyed this post, you might be interested in the following blogs: CEO’s Advice for the Customer Experience Champion’s Role.

Engineering 113

Engineering Invoicing Customer Experience Start-ups 113

Beyond Philosophy

JANUARY 20, 2016

However, as a former call center manager and Customer Experience champion, I always behave my best on calls of this nature, so I work to be both patient and pleasant for the representative who gets me on the line. If you enjoyed this post, you might be interested in the following blogs: Are You Making Excuses for a Bad Experience?

Customer Loyalty 100

Customer Loyalty Start-ups Customer Experience CX 100

Execs In The Know

FEBRUARY 17, 2023

To win in this channel, marketers and customer care associates need to come together to form an all-star team, moving the service experience from a reactive to a proactive state to champion opportunities for value creation. Guest blog post written VXI.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. So keep reading if you want to get your NPS score back on track and supercharge your CX efforts. In recent years, sophisticated capacity planning tools have sprung up to help CX pros plan and manage their project workloads more efficiently. Well, not so fast.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Kerry Bodine

SEPTEMBER 27, 2017

In addition, my opinion of Ford has improved as the company positions itself as a champion of greener transportation options. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” Check out posts from other CX Day bloggers & learn more at CXDay.org.

Transportation 54

Transportation Start-ups CX Customer Experience 54

Beyond Philosophy

FEBRUARY 25, 2019

Simon was one of the early champions of the idea of decision-making heuristics as a way of understanding human decision making. If you enjoyed this post, you might be interested in the following blogs and podcasts: How Do Customers Decide If Their Experience is Good or Bad? To listen in , please click here.

CX 107

CX Hospitality Hospitality Retail 107

Zendesk

MAY 26, 2021

And the surge to online has put the spotlight on customer service, with half of customers surveyed in our 2021 Trends Report reporting that CX is more important to them now compared to a year ago. The primary objective of customer service is to be the customer’s champion. 3 Ways to Prepare Your CX Team for Vaxication Season.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

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. As for the future of live channels that can champion empathic conversation, there are clear indications of their growing need. Customer priorities have changed.

Invoicing 88

Invoicing Start-ups Omnichannel Customer Service 88

Beyond Philosophy

APRIL 4, 2016

As part of our consulting philosophy, we encourage a cross-functional team to champion the Customer Experience. If you enjoyed this post, you might be interested in the following blogs: Is Leadership Really on Board with Your CX Agenda? All they cared about was their political position and how much power they had.

CEM 60

CEM Start-ups CX Customer Experience 60

Qualtrics

MAY 1, 2019

In this blog, she looks at how donors can take lessons from the CX world and apply them to their own college programs. Today, most large organizations are hiring people with CX in their job title, and some have whole teams dedicated to it. Some even have Chief Experience Officers, like Mastercard. Book a demo.

Close the Loop 39

Close the Loop CX Invoicing Education 39

Doing CX Right

JULY 24, 2019

Many customer experience (CX) experts say yes. She has her own blog, which is DoingCXRight.com, and talks about all topics related to customer experience. Stacy, how long have you been writing about CX, in addition to your role at Schindler? I’ve met so many authors and CX experts.

NPS 40

NPS Net Promoter Score CX Close the Loop 40

SugarCRM

JANUARY 13, 2022

There’s increasing discussion around customer experience, or CX, and how it drives business growth. And while we recognize great CX when we experience it ourselves, it’s still treated as a soft discipline. What’s needed is a way to quantify the value of CX. Quantifying CX with Modern Tools. The Benefits of CX.

Social Media 26

Social Media CX Customer Loyalty Engineering 26

CX Accelerator

SEPTEMBER 16, 2022

And although the most profitable and successful companies across every sector globally, are also the ones that have the highest CX scores, adoption is slow in many organizations. So, how do you know if it’s time to go or time to stand up strong and lead your organizational leaders toward CX buy-in? Recognizing the symptoms.

CX 208

CX Start-ups Finance Engineering 208

Zendesk

DECEMBER 1, 2020

High performing CX teams didn’t all of a sudden decide quality systems and tools were necessary because of COVID-19. People who champion the transformation or approve it can be stakeholders, too. Read the blog. CX technology is a nominal investment that gets you a huge amount of payback if done right,” said Hartwell.

AI 98

AI Technology Technology Artificial Intelligence 98

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. Stop, Collaborate, and Listen.”

CX 261

CX Customer Experience Non-Profits Contact Center 261

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132