Zendesk

NOVEMBER 1, 2023

More than ever, IT leaders are experiencing a greater level of responsibility: from taking charge of data security to implementing AI, these technology professionals play an increasingly vital role in how CX is delivered to customers. There’s definitely a dependency happening that they are interrelated.

Manufacturing 75

Manufacturing AI Technology Technology 75

Uniphore

DECEMBER 7, 2021

with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s CX leaders understand that challenges will make this shopping season unique once again; but those who will thrive during the holidays possess an edge—the ability to see opportunity.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Uniphore

DECEMBER 6, 2021

They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained.

Contact Center 130

Contact Center Technology Technology AI 130

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. Tony understood that if you treated your people right and provided them with tools and education, memorable customer experiences would result.

CX 266

CX Innovation Contact Center Education 266

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

CX Accelerator

OCTOBER 28, 2020

The question was, “What song sums up your aspirations as a CX leader?”. How many CX leaders could benefit from this shot of confidence. As Jenny so often says, “CX leaders need to take good care of ourselves so we can best care for others.” Any CX leaders out there that feel like this? But what can I say? Work it harder.

CX 281

CX Start-ups Voice of the Customer Customer Expectations 281

Execs In The Know

APRIL 8, 2024

After all, in an era where unpredictability reigns supreme – particularly for customer experience (CX) leaders – the relentless pursuit of change can be exhausting and disorienting. For this blog, I wanted to share a few key takeaways from the Shop Talk, including some pretty telling insights from those who came to participate.

CX 52

CX CX Transformation Technology Technology 52

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

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. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Customer Bliss

JANUARY 17, 2020

That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life? CX Click To Tweet.

CX 130

CX Customer Experience 130

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir. This is necessary because the employees need a working space that boosts creativity. Hassan Alnassir. important.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Inside Customer Service

AUGUST 12, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We There are a lot of things that can make a customer service leader a bad boss. We have totally lost control."

Customer Service 181

Customer Service Contact Center 181

Logicalware

JANUARY 6, 2022

Check out our top five most-read blogs below. Total Experience: The technology trend set to shake up customer service in 2021. in October 2020, Gartner declared Total Experience (TX) one of the top strategic technology trends to watch in 2021. Read the full blog here. Read the full blog here.

Technology 98

Technology Technology Customer Expectations Customer Service 98

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. Tony understood that if you treated your people right and provided them with tools and education, memorable customer experiences would result.

CX 182

CX Innovation Contact Center Education 182

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Execs In The Know

APRIL 26, 2023

Organizational transformation is a hot topic for CX leaders and business executives alike. Investing in organizational change can be one of the most rewarding investments any leader or executive can make – but it also presents unique risks and challenges. And that’s where organizational transformation comes in.

CX 98

CX Innovation Artificial Intelligence Gaming 98

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

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor. Leonard Ang.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Zendesk

OCTOBER 19, 2023

As businesses rush to tap generative AI’s vast potential to transform the customer experience, analysts watching this modern-day gold rush have responded with both optimism and caution. The post Experimenting with AI responsibly and transparently with Economist Impact’s Jeremy Kingsley appeared first on Zendesk.

AI 59

AI Healthcare Education Customer Loyalty 59

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ).

CX 173

CX Contact Center Start-ups Customer Experience 173

CX Accelerator

OCTOBER 28, 2020

The question was, “What song sums up your aspirations as a CX leader?”. How many CX leaders could benefit from this shot of confidence. As Jenny so often says, “CX leaders need to take good care of ourselves so we can best care for others.” Any CX leaders out there that feel like this? But what can I say? Work it harder.

CX 182

CX Start-ups Voice of the Customer Customer Expectations 182

Zendesk

MAY 25, 2022

These are five steps to get you into the CX community faster and smarter: Follow thought leaders and opinion shapers. Susana de Sousa spent four years working on Airbnb’s Customer Experience. There, she helped launch and grow Airbnb’s European HQ to 600+ employees. It will also impact you on a more personal level.

CX 98

CX Social Media Start-ups Sports 98

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. On March 16, I joined the Engati podcast to talk about all things customer service and customer experience. During the conversation, we talked about some recent blog posts I had written. Let’s dive in.

CX 83

CX Contact Center B2B Customer Service 83

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

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

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. But it’s not just any type of listening.

Construction 62

Construction Engineering Retail CX 62

Execs In The Know

MARCH 25, 2022

Although the WFH hybrid model looks different for every organization, the success of the hybrid workplace hinges on organizations’ ability to balance the experience of in-office and remote workers with business goals and objectives. It requires a transformation in the way leaders plan, direct, and engage employees in their organization.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

Totango

DECEMBER 26, 2021

If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization. You can help your employees achieve a positive work-life balance by encouraging them to prioritize their personal lives over their work lives.

Sports 102

Sports Start-ups 102

Customer Bliss

JUNE 9, 2021

First, leaders are clear about how they will and will not grow. Leaders diligently take actions to point out exactly what the high road is; creating a path for the company to follow. Airbnb takes the high road by showing employees how to embrace the coda “belong anywhere:” building its culture of “belonging.”

Hospitality 115

Hospitality Hospitality Customer Relationship Business Growth 115

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 it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

CX 208

CX Education Social Media Government 208

Steven Van Belleghem

OCTOBER 11, 2021

Have a strong experience-driven purpose. They see it as their purpose to make travel a smooth, fun and educational experience. What Pascal meant by that was that they thoroughly rely on data and feedback and AI algorithms to get to the heart of what customers want in order to give them a fantastic experience.

CX 113

CX Transportation Entertainment Education 113

Inside Customer Service

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. 1:51) How can a brand promise help employees? (4:21) How can a brand promise help employees? But we have 250 employees.

Start-ups 147

Start-ups Customer Service Customer Experience 147

Experience Investigators

NOVEMBER 7, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. Are we winning at customer experience?”

Customer Experience 59

Customer Experience CX Start-ups Innovation 59

Customer Bliss

DECEMBER 16, 2020

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . Deliver a One-Company Experience.

Customer Experience 122

Customer Experience CX Customer Service 122

Execs In The Know

JANUARY 10, 2024

PHOENIX, January 11, 2024 — Global customer experience (CX) industry leader Execs In The Know is proud to announce the appointment of two new distinguished customer experience leaders to its esteemed Corporate Advisory Board for 2024.

Innovation 52

Innovation Contact Center CX Customer Relationship 52

Execs In The Know

MAY 18, 2021

In this blog post, we touch on the key insights from each of these four panels. But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Stella Connect by Medallia , TELUS International , and Concentrix. John Riordan, Shopify.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92