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

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

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

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. What is trust?

B2C 66

B2C B2B Innovation CX 66

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? In today’s fast-paced and competitive business landscape, innovation has become quite the buzzword. Lynn, you’re very welcome to the show.

Innovation 52

Innovation CX Non-Profits AI 52

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). 73% said it enabled innovation. Why is data transparency important? Think of the last time you shopped on Amazon. &nbsp.

Government 75

Government CX Innovation Customer Experience 75

CSAT.AI

APRIL 14, 2021

CX Pro Managing a Hybrid Contact Center Remotely. Legislation passed in California limiting companies from classifying workers as independent contractors contrasts sharply with other states like New Jersey who fined Uber $649 million. Innovation benefits from wider input. Female Workers. Follow us @CSAT.AI

Contact Center 52

Contact Center CX NPS Customer Service 52

CX Journey

SEPTEMBER 16, 2014

And just last week, California''s governor signed a new law into effect that protects customers by prohibiting companies from going after those who write negative reviews about them. Sites have even popped up where businesses can review customers ! What on earth is going on?! What should businesses do instead? What does that involve?

Customer Experience Management 65

Customer Experience Management CEM Customer Experience Social Media 65

Customer Bliss

MARCH 1, 2018

Make room to create innovative ideas. CX Click To Tweet. Alan Dubovsky is the Chief Patient Experience Officer for Cedars-Sinai Health System in Los Angeles, California. Bucket 4: How do you improve resources for the employees and physicians? Think about performance improvement and understand the journey map.

Hospitality 61

Hospitality Hospitality Business Administration Healthcare 61

Execs In The Know

JULY 6, 2021

Customer Response Summit (CRS) Coronado is fast approaching, scheduled to hit the shores of sunny California, September 15–17, 2021. Although many CX programs have revamped the tools and processes used to train new agents (as well as coach existing agents), there is still plenty of room for innovating and reinventing.

CX 98

CX Innovation Customer Feedback Customer Experience 98

Fonolo

MARCH 17, 2020

'In a rapidly changing and highly competitive environment, poor customer service is the kiss of death' says Don Romano of @HyundaiCanada #custserv #customercare #cx Click To Tweet. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. About CSPN.

Sports 67

Sports Customer Service Voice of the Customer Technology 67

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Qualtrics

JUNE 6, 2019

He’s been a keynote speaker for Audi, Apple, Nike, and Microsoft, and an Executive fellow at the University of California, Berkeley, Haas School of Business. Follow Jay for best practices in merging customer experience (CX) and BX. ( @jaybaer ).

Transportation 33

Transportation Entertainment Sports Social Media 33

Execs In The Know

APRIL 8, 2022

Together, the group was able to challenge the “status quo” and inspire innovation through COMMUNITY, CONNECTION, and BALANCE. How Fanatics Activated Its CX Data Superpowers. By approaching CX with a fan’s passion, Carolyne and team are turning data insights into heroic moments — all in the spirit of a mission to serve.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Execs In The Know

OCTOBER 27, 2021

Craig provided a panoramic view of his brand’s transformation from a single hardware store in Sonoma, California to an iconic brick-and-mortar and eCommerce leader. Data can be incredibly enabling, but only if you are able to pinpoint what matters most in the mountain of data a CX program can produce.

Contact Center 52

Contact Center Actionable Insights NPS Retail 52

Qualtrics

JUNE 30, 2020

Take your digital experience to the next level with our Digital CX toolkit. Clay Warren (00:03): Hi, this is Clay Warren, head of digital CX at Qualtrics, and I want to welcome you to our webcast series. Steve Gustavson (11:33): But the minute California shut down, I think a lot of sudden you are like, this is coming.

Start-ups 26

Start-ups Innovation Government Technology 26

Intercom, Inc.

JANUARY 18, 2023

California has launched a free tutoring initiative. That opens up the possibility for a faster pace of technological innovation. There’s the California Age Appropriate Design Code. Tristram Hewitt: Some of this is driven by catch-up from the pandemic and funding available from the government to catch up from the pandemic.

Education 205

Education Start-ups Technology Technology 205