CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 182

CX Customer Journey Map Touchpoint VOC 182

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. If you’re reading this blog post, you are probably one of them. More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

CXM 108

CXM CEM Customer Experience Management Customer Feedback 108

CSAT.AI

JULY 13, 2022

“If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . exceptionally.” – Kristi Runyan What is high-touch customer service? (+ how to deliver it) , Zendesk blog.

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. What is a customer experience (CX) program? Launching a customer experience program – What do you hope to achieve?

Net Promoter Score 89

Net Promoter Score Customer Experience Customer Journey Map NPS 89

Execs In The Know

OCTOBER 7, 2022

So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. This means that the traditional vendor management approach needs to evolve. We will explore key areas to transform vendor management approaches into a partner success model for the future. Centralized Vendor Management.

Scorecard 98

Scorecard Government Contact Center CX 98

PeopleMetrics

NOVEMBER 9, 2021

These programs often have shared stakeholders, reach out to the same audience, and may share a budget. As such, it’s imperative that your market research and CX programs operate as a joint package. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?. sessions: [link].

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

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

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

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Discover our award-winning Customer Experience (CX) blog: [link]. sessions: [link].

CX 77

CX Customer Experience CEM VOC 77

Futurelab

MARCH 20, 2022

These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. And how can CX leaders navigate this new terrain to reach new heights? The 2022 State of CX Report presents these findings.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

PeopleMetrics

JUNE 10, 2021

Measuring and managing that customer feedback is quite another! In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program. Watch on YouTube. ? ? ?.

Customer Feedback 71

Customer Feedback CEM VOC Voice of the Customer 71

Execs In The Know

APRIL 29, 2022

Research shows that customer operations leaders in large organizations rely on an average of 175 SaaS applications to manage their CX workflows remotely. The session addressed and answered questions, such as: How can CX and operations leaders use data to improve their processes? 26% of cases require 5 or more human touchpoints.

CX 98

CX Actionable Insights Touchpoint Technology 98

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

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

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

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Yes and no). Gearing up to reopen?

VOC 121

VOC CEM NPS Business Administration 121

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

PeopleMetrics

DECEMBER 17, 2020

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

CX 62

CX Customer Experience Touchpoint Innovation 62

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. How involved is senior management in your Customer Experience details?

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

Zendesk

MAY 25, 2022

I have been working in CX for six or seven years. But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. So if you’ve just dropped in on the CX scene, let me help you get up to speed.

CX 98

CX Social Media Start-ups Sports 98

PeopleMetrics

MARCH 18, 2021

Survey participation is a key part of an effective Voice of Customer (VoC) program. There are various best practices for getting customers to take surveys, from incentive programs to strategically designed survey reminder emails. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?.

CX 62

CX Customer Experience VOC Customer Survey 62

PeopleMetrics

MAY 13, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. sessions: [link].

Net Promoter Score 83

Net Promoter Score CEM NPS Customer Loyalty 83

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

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 Two of the most important types of technology for creating a secure, effective WFH program include Security and Communication Technologies.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Execs In The Know

FEBRUARY 15, 2023

There’s plenty of evidence to suggest that customer experience (CX) plays a significant role in business growth. But when it comes to proving the value of your CX team and program, generalized stats and industry reports aren’t going to cut it. Why Every CX Leader Needs a Data-Driven Mindset Once upon a time, before 6.5

CX 52

CX Actionable Insights Contact Center Start-ups 52

CX Accelerator

OCTOBER 25, 2018

I’ve seen organizations with vibrant, meaningful CX groups modeled in all sorts of different ways. Many assume that organizations with a dedicated CX function have a massive advantage. Therefore, CX leaders are simply coordinators and facilitators. Therefore, CX leaders are simply coordinators and facilitators.

CX 140

CX Net Promoter Score NPS Contact Center 140

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). So, what is CX measurement or VoC? So What is VoC?

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

NOVEMBER 19, 2020

What role do real-time alerts play in a Voice of Customer (VoC) program? is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX and more. Discover our award-winning Customer Experience (CX) blog: [link]. What Are the Best Voice of the Customer (VoC) Alerts?

VOC 62

VOC Voice of the Customer CX Customer Feedback 62

PeopleMetrics

NOVEMBER 4, 2020

talked about the distinct differences between Voice of Customer (VoC) and Market Research, and provided some practical tips and guidance on how you can combine the best of both types of programs to maximize value for your organization. ? ? ?. Discover our award-winning Customer Experience (CX) blog: [link]. PeopleMetrics LIVE!

VOC 62

VOC CX Start-ups Customer Feedback 62

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

PeopleMetrics

JANUARY 21, 2021

In this session, we talk about the customer journey mapping process, and show you how to determine which touchpoints matter the MOST, how to measure those touchpoints, and how to scale your program from there. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Customer Journey Map 62

Customer Journey Map Touchpoint CXM CX 62

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. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX 129

CX Customer Experience Education Machine Learning 129

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Innovation 81

Innovation Customer Service Omnichannel Social Media 81

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. A CX Moment with Calm. In this conversation with Frances Brittingham, Manager of CX, learn about their approach to people and technology as they’ve rapidly scaled their business. CXBuzz Interview.

CX 83

CX Contact Center B2B Customer Service 83

PeopleMetrics

NOVEMBER 11, 2020

What's the Difference Between Customer Experience (CX) and Customer Service? Is Customer Experience (CX) the same as Customer Service? How can you use touchpoint mapping to identify the specific Customer Service touchpoints impacting CX? Discover our award-winning Customer Experience (CX) blog: [link].

Customer Service 62

Customer Service CX Customer Experience Touchpoint 62

PeopleMetrics

MARCH 25, 2021

In this session, we'll show you different ways to get the most out of unstructured customer survey comments within the PeopleMetrics Experience Management Platform, including open-ended coding and categorization, keyword search and text analytics. Discover our award-winning Customer Experience (CX) blog: [link]. YouTube: [link].

Customer Survey 62

Customer Survey Text Analytics CX Customer Feedback 62