Execs In The Know

OCTOBER 16, 2022

PHOENIX, ARIZONA, US, OCTOBER 17, 2022 — Global customer experience (CX) industry leader Execs In The Know is thrilled to announce that its signature event, the Customer Response Summit (CRS), returns on October 24-26, 2022, in beautiful Coronado, California. It’s more than just a conference, it’s an experience. CRS Next Stops.

CX 52

CX Innovation Customer Experience 52

Steven Van Belleghem

OCTOBER 15, 2023

Create some non-negotiable rules Perhaps one of my favorite Disney features is that they have “non-negotiable rules” in CX. The concept of non-negotiable rules is so powerful because too many companies draw up CX guidelines that aren’t clear enough for employees. What are yours? Tell me over the socials.

Entertainment 67

Entertainment Non-Profits CX Gaming 67

Experience Investigators

JUNE 4, 2024

Growing concern over customer data has led to regulations like the European Union’s General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). What should CX leaders do to ensure data privacy? So what can CX leaders do to address customer data privacy concerns while delivering personalized experiences?

Artificial Intelligence 52

Artificial Intelligence Education VOC CX 52

Experience Investigators

JUNE 4, 2024

Growing concern over customer data has led to regulations like the European Union’s General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). What should CX leaders do to ensure data privacy? So what can CX leaders do to address customer data privacy concerns while delivering personalized experiences?

Artificial Intelligence 52

Artificial Intelligence Education VOC CX 52

Customer Service Life

MARCH 15, 2019

This article first appeared on CX Accelerator on January 7, 2019. When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission). The post My Understanding of AI in CX so Far.

AI 63

AI Machine Learning CX Net Promoter Score 63

Kerry Bodine

JUNE 20, 2015

San Diego, California. San Diego, California. America’s Customer Festival. October 7, 2015. New York City. Alibis for Interaction. October 22 – 23, 2015. Copenhagen. Next Generation Customer Experience. March 21 – 23, 2016. Service Providers. ISITE’s Delight 2015. October 5 – 6, 2015. Portland, Oregon. San Francisco.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Intercom

JANUARY 5, 2023

He’s worked to improve the call center experience in the 1990s, becoming Amazon’s first Worldwide Vice-President of Customer Service, and, in the early 2000s, started a CX consulting firm, Driva Solutions, which helps businesses create great experiences to this day. So what do you do about that? I think that’s probably next up for me.

Customer Experience 69

Customer Experience CX Contact Center Start-ups 69

Fonolo

MARCH 12, 2019

After graduating from university, I spent a sun-soaked 18 months living in Southern California. So, how has TJ’s turned CX into its competitive advantage? You’ll see an almost identical inventory from San Diego, California, to Salem, Massachusetts. Customer Experience Index. They should look to TJ’s as an example.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86

Execs In The Know

NOVEMBER 30, 2021

Deana Perrin, Blue Shield of California. 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. The Chief Customer Officer (CCO) role isn’t exactly new, but it has never been more essential in cultivating CX excellence. Dan Allen, Union Bank.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Execs In The Know

MARCH 13, 2023

Want to know what the #1 used car in California is? This artistic community where everyone has a voice will be the perfect setting for our sharing community of customer experience (CX) leaders. Once again, our CX leadership community will be put in the spotlight, bringing extraordinary ideas and insights to the stage.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Kerry Bodine

JANUARY 4, 2017

IQPC’s CX Exchange Telecoms. IQPC’s CX Exchange Retail. Oakland, California. Walker B-to-B CX Summit. Next Generation Customer Experience. March 27 – 29, 2017. April 25 – 26, 2017. Customer Experience Strategies Summit. April 25 – 26, 2017. IPQC’s Executive Customer Contact Exchange. May 9 – 11, 2017.

CEM 48

CEM CX Contact Center Retail 48

Execs In The Know

APRIL 14, 2022

Not only did the event bring together many of the best minds in customer experience (CX) — all for a much-needed moment of COMMUNITY, CONNECTION, and BALANCE — but the event also provided a ton of learnings and actionable insights for attendees to take back to their organizations. Designing a Service Strategy to Deliver Superior CX.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

SurveySensum

NOVEMBER 23, 2023

For many B2B and e-commerce businesses, digital CX is the norm, with offline interactions being either very rare or completely nonexistent. There are multiple things that influence how CX and the expectations for it develop, both from consumers and from businesses. Why Is Digitization Important?

Customer Experience 52

Customer Experience E-commerce CX AI 52

Execs In The Know

SEPTEMBER 14, 2021

September 14, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce the Customer Response Summit (CRS) , a virtual event taking place October 18–22, 2021. Furthermore, our agenda is shaping up to be one of the most exciting ever, with an agenda that takes aim as today’s toughest CX challenges.

Artificial Intelligence 52

Artificial Intelligence CX Contact Center Innovation 52

CSAT.AI

JUNE 7, 2022

There was a class action lawsuit in California that argued Facebook is responsible for PTSD and Trauma inducing working conditions affecting content moderators. The post An Unhappy Customer Service Agent is More Than a Meme appeared first on Zendesk Quality Assurance - Automated & CX - Realtime Agent Coaching & Analytics.

Customer Service 81

Customer Service Contact Center Customer Satisfaction Technology 81

Kerry Bodine

JANUARY 13, 2016

San Diego, California. Walker B-to-B CX Summit. CEM in Telecoms. January 25 – 27, 2016. Customer Experience Strategies Summit. March 15 – 16, 2016. Next Generation Customer Experience. March 21 – 23, 2016. Customer 360 Symposium. April 4 – 6, 2016. Hunter Valley, Australia. Customer Service Experience. May 23 – 25, 2016. Analyst Firms.

CEM 48

CEM CX Contact Center Customer Loyalty 48

CSAT.AI

JUNE 28, 2023

Their data was based on surveys of over 800 Uber and Lyft drivers in California, two thirds of which were ‘deactivated’ (essentially app-speak for ‘fired’). As Ty Givens of CX Collective says about her team, “I foster growth and development by providing room for fresh errors. There is value in errors and how they impact growth.

Sentiment Analysis 73

Sentiment Analysis AI Innovation CX 73

CSAT.AI

MAY 29, 2019

My friend and I went to In-N-Out this past week (California omnivores know the bliss that is In-N-Out), and experienced the shortest line I’ve ever seen on a weekend or holiday. That is huge during 100 degree days in a California summer. As a consumer, I enjoy on-site shopping and events too.

Customer Experience 59

Customer Experience Sentiment Analysis AI CX 59

Beyond Philosophy

SEPTEMBER 10, 2022

23:56 Zhecho shares another example from a luxury store in California that measured the brain activity of an employee while managing the emotional experience and how it resulted in more sales for the store. – How Organizations Overlook the Value of Emotions appeared first on CX Consulting. How can we help? The post The Big Miss!

Finance 68

Finance Healthcare Management Consulting Start-ups 68

Beyond Philosophy

MARCH 2, 2016

New York and California residents talk the most; Oklahoma and Kansas residents talk the least. For example: When talking to a customer from California, expect to chat a little. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. The average U.S. Taking a call from a customer from Oregon?

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

Execs In The Know

OCTOBER 30, 2022

On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado. Keynote: CX Innovation at Amazon, the World’s Most Customer-Centric Company. But we’ll try!

Innovation 52

Innovation Artificial Intelligence AI CX 52

Execs In The Know

NOVEMBER 30, 2021

Deana Perrin, Blue Shield of California. 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. The Chief Customer Officer (CCO) role isn’t exactly new, but it has never been more essential in cultivating CX excellence. Dan Allen, Union Bank.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

Beyond Philosophy

JUNE 27, 2020

The state of Georgia opened in April and California in June. The post E141 – Grasp The Opportunity The pandemic Brings To Unlock Growth Subtitle: Reimagining Your Customer Experience in Time of Change appeared first on CX Consulting. Different places have different experiences. Sweden didn’t shut down; the UK did.

Customer Experience 79

Customer Experience CX 79

Shep Hyken

MARCH 18, 2022

This week we feature an article by my friend Annette Franz, CCXP, founder and CEO of CX Journey Inc. Sexual harassment lawsuits and discrimination claims by employees and by the State of California were all over the news last year. Annette Franz, CCXP, founder and CEO of CX Journey Inc. , He blamed his employees. .

CX 57

CX Sales Customer Experience 57

CX Journey

SEPTEMBER 26, 2014

Time to celebrate CX Day ! In the meantime, I wanted to share some details about CX Day, which occurs on the first Tuesday of October every year. First, what is CX Day? Second, what happens on CX Day? If you''re in Southern California, please join us for a great event. customer experience CX Day'

CX 64

CX Customer Experience 64

Fonolo

JULY 9, 2018

Each year, Fonolo takes pause and looks at the big CX picture, studying the work of the best and brightest contact centers across all industries and regions. Each year we are thrilled to acknowledge eminent recipients for their commitment to outstanding CX. It’s that special time of year.

Customer Experience 52

Customer Experience Contact Center Technology Technology 52

Beyond Philosophy

APRIL 9, 2020

student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives. The post The Impact of Incentives on Consumer Behavior appeared first on CX Consulting. Colin is an international author of six bestselling books and an engaging keynote speaker.

Finance 174

Finance Compliance Start-ups CX 174

Zendesk

MARCH 16, 2021

Customer experience (CX) has become the business strategy, and with good reason. Customer data has become an incredibly powerful CX tool. California’s Consumer Privacy Act (CCPA). Those that don’t risk losing the half of customers that say they’ll walk away after one bad experience. &nbsp.

Government 75

Government CX Innovation Customer Experience 75

Beyond Philosophy

OCTOBER 6, 2015

A class action lawsuit has already been filed in California. The post Losing Customers Trust is the Worst Penalty VW Will Face appeared first on Beyond Philosophy | CX Consultants | Customer Experience. As a result, VW faces a number of punitive actions today: The EPA says they could be fined up to $18 billion.

Compliance 162

Compliance Legal Government Customer Loyalty 162

Waypoint Group

MAY 25, 2018

From May 14 th – 17 th , Medallia set up shop in Long Beach, California to put on their annual conference, Experience. As a majority of the content was geared towards the mostly B2C audience, there was still great value presented by multiple speakers and in breakout sessions about how to improve B2B CX and CS programs.

B2C 66

B2C B2B Innovation CX 66

ClearAction

FEBRUARY 7, 2020

Adapted from Lynn Hunsaker’s article originally published by Southern California ANA: Is the Value of Your Marketing Both Transactional and Longitudinal? Customer Experience is More Than Engagement: CX Leadership is Earned. How Marketing Creates Great Customer Experience – Part 2 of 4.

Customer Experience 77

Customer Experience Construction Voice of the Customer Sales 77

Customer Bliss

APRIL 12, 2019

Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. 3-Stage Approach to A New CX Transformation. According to Monica, the secret sauce of a successful CX transformation is to have internal engagement.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Kerry Bodine

OCTOBER 5, 2015

Happy CX Day! Relocated its warehouse from California to Kentucky—just 15 minutes from a UPS hub—to better handle its growing inventory, cut shipping expenses, and get orders to customers faster. (As Check out posts from other CX Day bloggers & learn more at CXDay.org.

Customer Experience 97

Customer Experience Real Estate Customer Journey Map Finance 97

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

Comm100

FEBRUARY 17, 2022

Today’s students are CX-indulged. Being accustomed to such high levels of CX, students now expect the same support from every organization they interact with – and higher education doesn’t escape this. With such lofty CX expectations, schools must improve student support to meet these expectations. The solution: Live chat.

Education 52

Education Social Media Omnichannel AI 52

Comm100

FEBRUARY 17, 2022

Today’s students are CX-indulged. Being accustomed to such high levels of CX, students now expect the same support from every organization they interact with – and higher education doesn’t escape this. With such lofty CX expectations, schools must improve student support to meet these expectations. The solution: Live chat.

Education 52

Education Social Media Omnichannel AI 52

Comm100

FEBRUARY 17, 2022

Today’s students are CX-indulged. Being accustomed to such high levels of CX, students now expect the same support from every organization they interact with – and higher education doesn’t escape this. With such lofty CX expectations, schools must improve student support to meet these expectations. The solution: Live chat.

Education 52

Education Social Media Omnichannel AI 52