PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! CX Secrets includes exclusive bonus material from Sean's book. Look out for more CX Secrets videos soon, and the book release in early 2018!

CX 70

CX CEM Business Administration Machine Learning 70

PeopleMetrics

MARCH 12, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Net Promoter Score 70

Net Promoter Score CEM CX Business Administration 70

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. 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

PeopleMetrics

AUGUST 21, 2018

For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 82

VOC NPS CEM CX 82

Fonolo

MARCH 28, 2023

They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX. CX matters! CX #CustomerServiceManagers Click To Tweet How Much Money Does a Customer Experience Manager Make?

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

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. 2018 will be the year of CX and AI.?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. She is a regular speaker at CX events and conferences across Europe. She studied in Frankfurt (Germany) & Madrid (Spain) and lived and worked in London for three years.

Legal 81

Legal CX Business Administration Touchpoint 81

Win the Customer

JANUARY 8, 2016

The Small Business Administration has a wealth of information on business planning, including templates for easy creation. As part of the business plan, you should create a marketing plan that helps guide you and your business in developing lasting relationships with customers.

CX 69

CX Business Administration Start-ups Sales 69

PeopleMetrics

JUNE 29, 2020

After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

JULY 13, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 71

VOC CEM Business Administration Machine Learning 71

PeopleMetrics

MAY 13, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM 116

CEM Business Administration Machine Learning Customer Feedback 116

Zendesk

DECEMBER 15, 2023

On the other hand, too few agents can negatively impact the employee and customer experience (CX) , possibly resulting in overwhelmed workers and long wait times to speak with a representative. gated-cta-in-post] Workforce manager qualifications The exact qualifications for a workforce manager can vary between industries and organizations.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

PeopleMetrics

JUNE 18, 2019

This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology. Are you balancing your CX technology and human investments? To explore more CX lessons, click here to download your copy of Listen or Die. What CX lessons have you learned in 2019? Sean holds a Ph.D.

CEM 48

CEM VOC Business Administration Machine Learning 48

Customer Bliss

JANUARY 4, 2019

His C-Suite was receptive to the plan because they already had previous knowledge of some of the CX challenges from Alan’s initial feedback presentation. Combine strategic and operational skills to create a realistic CX plan that your team can execute. CustomerExperience #CX Click To Tweet. About Alan Dubovsky.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

PeopleMetrics

JULY 29, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

PeopleMetrics

SEPTEMBER 12, 2019

When your in-location experience is different from your web experience, or when your web experience is different from the experience a customer has with your native mobile app, this inconsistent CX will create problems. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Sean holds a Ph.D.

Touchpoint 86

Touchpoint CEM Business Administration NPS 86

PeopleMetrics

JUNE 4, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

AUGUST 7, 2019

If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment. Then begin to create your own internal business case for VoC. Start with the facts. Look inside at CLV to determine ROI. Conclusion.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

NOVEMBER 22, 2019

Looking for creative ways to talk about CX? His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 54

VOC CEM Business Administration Machine Learning 54

PeopleMetrics

MAY 24, 2018

Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons. These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. A book for CX leaders. Sean holds a Ph.D.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

JUNE 17, 2020

This is someone at the company who is passionate about CX, fully supports VoC, and will commit to seeing the process through. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Identify a Sponsor. Sean holds a Ph.D.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

FEBRUARY 20, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

OCTOBER 3, 2019

If your VoC program is more mature or you have experienced CX and VoC resources at your disposal, then an order taker that executes flawlessly makes sense. If you are just starting out or your industry has gone through rapid change, partnering with a firm that can provide expertise within CX and VoC will be well worth the investment.

VOC 60

VOC CEM Business Administration Machine Learning 60

PeopleMetrics

DECEMBER 27, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 82

VOC Legal CEM Pharmaceutical 82

PeopleMetrics

MARCH 21, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: Use Internal Benchmarking to Quickly Enhance CX. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

CEM 82

CEM Business Administration Machine Learning Social Media 82

PeopleMetrics

OCTOBER 29, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

FEBRUARY 13, 2018

The lesson here for CX professionals is that if you have a service, product or process that is easy and your customers love, think long and hard before changing it. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

CEM 66

CEM Business Administration Machine Learning CX 66

Customer Bliss

MARCH 1, 2018

CX Click To Tweet. Alan completed his undergraduate degree in Business Administration at the University of Georgia and his Executive Master in Business Administration at Emory University. .” Patient experience is truly about the stories of what our patients and their families go through. About Alan Dubovsky.

Hospitality 61

Hospitality Hospitality Business Administration Healthcare 61

Zendesk

MARCH 2, 2023

Retail trend FAQ Top 5 trends in the retail industry “The new normal is, in fact, the old normal in retail,” says Dr. James Cash, emeritus professor of business administration at Harvard Business School. It helps to have the complete customer context to build the best CX.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

PeopleMetrics

JULY 10, 2018

Here’s the key point for now: when customer feedback reaches those who interact with customers every day (usually called the front line or operators ), and they are empowered to act on this feedback and save potentially lost customers, a CX mindset is extended to the entire company. Your company begins to become customer-centric!

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

JULY 31, 2018

Without it, CX professionals would be lost. The ones you need to know as a CX professional are solicited, unsolicited, structured, and unstructured. Consider the trade-off between greater accuracy on every comment and the ability to spot key trends in real time that will help you improve CX! A Unifying Framework.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Customer Bliss

JANUARY 18, 2018

We chat about the interesting application of “CX” inside both the packaged goods business operation, and the customer experience delivered. This included gaining alignment around what the CX role is and what they actually do. CX Click To Tweet. Be Deliberate About Crafting the Customer Experience. That's the key.

Customer Experience 51

Customer Experience Business Administration B2C Manufacturing 51

PeopleMetrics

DECEMBER 12, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM 91

CEM Business Administration Machine Learning Start-ups 91

Customer Bliss

JUNE 28, 2018

As the CXO, his goal was to embed the employee experience as CX at Parkland. CX and culture are foundational to a positive customer patient experience and their families. There’s a push to get started on the #CX work, but it's important that everyone understands internally, why this is truly happening.

Hospitality 42

Hospitality Hospitality Customer Experience Healthcare 42

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). Sure, there are a variety of seemingly logical choices like business administration, marketing, computer science, psychology, and a variety of others but are these the best choice?

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

Qualtrics

MARCH 5, 2019

Matt is a CX Technology Consultant at Qualtrics in Seattle. He has a Bachelor of Business Administration and Computer Information Systems from James Madison University and has held previous positions at Accenture and Atlantic Health. What are your aspirations in career and life?

Technology 20

Technology Technology Business Administration Innovation 20