CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by. Be it a new or seasoned company, before creating a CX strategy to improve your. Step Two: Align your CX Strategy with Business Objectives. Step Three: Collaborate and Listen to Employees. What is the employee experience (EX)?

CX 182

CX Customer Experience Non-Profits Contact Center 182

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by. Be it a new or seasoned company, before creating a CX strategy to improve your. Step Two: Align your CX Strategy with Business Objectives. Step Three: Collaborate and Listen to Employees. What is the employee experience (EX)?

CX 182

CX Customer Experience Non-Profits Contact Center 182

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Second, companies who have been hesitant to allow their employees to work from home.

Contact Center 266

Contact Center CX Technology Technology 266

Customer Service Life

APRIL 12, 2023

The CX Passport Podcast I recently joined my friend, Rick Denton on episode 94 of his podcast. In retrospect, this was a wonderful CX lesson. Observing and improving the contact center agent experience Check out the article, Simplifying the Contact Center Agent Experience Starts with Observation on the Balto blog.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

CX 208

CX Education Social Media Government 208

Hodusoft

MARCH 21, 2024

HoduSoft offers HoduCC- Omnichannel CX Suite, designed to enhance BPO operations. In this blog, we will delve into the key challenges that BPOs face in offering the best possible support to their customers and how HoduCC can prove to be a beacon of support for this industry. Overview of The BPO Industry: How It Works? What is BPO?

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” The response was so good that it begged to be a blog post. Listen to the voice of employee.

Social Media 182

Social Media VOC VOE Contact Center 182

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

CX 182

CX Education Social Media Government 182

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

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. But what can I say?

CX 182

CX Start-ups Voice of the Customer Customer Expectations 182

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

Lumoa

APRIL 6, 2023

Relationships between customers and brands are the foundation of customer experience (CX) success. So how do you ensure that all your customer experience (CX) initiatives are successful? In this article, Here are some practical tips to ensure that your CX initiatives successfully build strong relationships with customers.

Customer Experience 83

Customer Experience CX Sales Customer Feedback 83

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Second, companies who have been hesitant to allow their employees to work from home.

Contact Center 182

Contact Center CX Technology Technology 182

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 . To deliver a high-touch experience, employees must be treated the way they’re expected to treat customers?:

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

Shep Hyken

JUNE 28, 2021

Imagine walking into a government office and the employee greets you with, “How can we make your dream come true today?” Well, that’s exactly what you might experience when you interact with the employees in Arlington, TX. Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP.

Customer Service 129

Customer Service Government CX Start-ups 129

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. In this blog post, we’ll explore why CX matters for startups and provide actionable strategies to craft a CX strategy that can lead to success.

CX 59

CX Social Media Touchpoint Customer Acquisition 59

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

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

Comm100

FEBRUARY 21, 2023

Introducing AI for customer service is allowing organizations in every industry to improve service while cutting costs, improving employee workloads, and more. This blog will reveal why more and more organizations are adopting AI by highlighting the key benefits of AI in customer service.

AI 66

AI Customer Service CX Retail 66

Hodusoft

MAY 11, 2022

Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. It also facilitates better CX for customers by ensuring zero latency with real-time customer engagement capabilities over the cloud. . It provides essential call analytics that helps in improving your engagement practices.

CX 98

CX Government Actionable Insights Omnichannel 98

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values.

Customer Experience 76

Customer Experience Omnichannel Social Media Touchpoint 76

Execs In The Know

APRIL 29, 2022

Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience. How can process data power improvements in core areas, like agent training and coaching?

CX 98

CX Actionable Insights Touchpoint Technology 98

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. Out of this process, you get valuable information about gaps in your journey, and about which steps might need improving. To be customer-centric, be employee-centric first. So employees know.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Execs In The Know

APRIL 8, 2022

This change has since yielded a more responsive, more consistent customer care experience, along with improved performance across several key metrics like average speed of answer, customer satisfaction (CSAT), and Net Promoter Score (NPS). All while lowering costs, improving the agent experience, and creating greater internal accountability.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Fonolo

JULY 5, 2023

Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Here’s your complete guide to improving customer perception of your business. Here are four concrete ways employees impact your brand’s customer perception.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

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? You must be prepared to identify failings within the business and bring these issues to light to improve and grow.

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

Customer Bliss

DECEMBER 16, 2020

Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . During this time, you have to be relevant and unite your organization to improve your customer’s lives. Use this time to determine three good things that you can do to improve the experience.

Customer Experience 122

Customer Experience CX Customer Service 122

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Personalization: The Cornerstone of Modern CX 1. Empowering Employees As highlighted by Harvard Business Review, employee empowerment is a driving force behind exceptional customer experiences.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

CX Accelerator

JULY 1, 2019

Inclusive CX posits that every individual has the right to full and equal participation in the customer experience. In the blog post, The No. Inclusive CX designers resist the urge to solve problems they don’t understand and commit to working with customers that navigate exclusionary customer experiences in the redesign.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

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

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

ClearAction

NOVEMBER 11, 2022

On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. we’re reminded again.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Execs In The Know

MAY 2, 2022

And all this at a time when leaders are already struggling to build effective CX programs that drive loyalty. A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. If you’re ready to level up your CX for economic volatility, we’re here to help.

CX 97

CX VOC Customer Journey Map Contact Center 97

Execs In The Know

MAY 6, 2022

New ideas that you can consider for your CX teams. Companies and contact centers are asking employees to come back to the office now that most “lockdowns” are over. Now used to the flexibility and convenience of remote work, many employees are resisting. It is the power of listening to our employees.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Execs In The Know

NOVEMBER 22, 2022

When you’re running multilingual operations or international business, oftentimes CX strategy and language become separated into two different work streams. With new ways of solving these challenges with technology, companies no longer need to compromise their CX strategies, and managing multilingual operations is now easier than ever.

Contact Center 98

Contact Center CX Technology Technology 98