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. In product support, adding gig workers as an extension of the traditional contact center provides a resilient layer of talent to meet volume fluctuations.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Execs In The Know

MARCH 25, 2022

On top of that, self-service support methods only go so far and it’s challenging to ensure you have enough qualified contact center agents on deck to properly handle any unexpected surges. Leverage a Partner that offers a Hybrid Workforce Model. Leverage the power and knowledge of your existing customer base.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

Comm100

MAY 14, 2021

“For some employees, contact center agent isn’t the job they wanted. Many of us, myself included, started our contact center careers that way. It was the job they were able to get. ” The 3 key tenets to positive agent experience. The first crucial tenet is effectiveness.

Customer Experience 59

Customer Experience Contact Center CX Transformation CX 59

Execs In The Know

OCTOBER 30, 2022

Emerge as a CX Leader by Unlocking the Value of AI in Your Contact Center. Keynote: FTD’s Digital CX Transformation Amidst a Challenging Backdrop. How does your brand plan to use innovative technology to drive empathy and personalization for high-quality customer engagement? Customer Shop Talk Highlights.

Innovation 52

Innovation Artificial Intelligence AI CX 52

1 to 1

DECEMBER 13, 2021

Internally, the North Star should serve as the core goal and motivational vision you aim to deliver—from the contact center to your website and in-store or app experience. Externally, your North Star comes to life as your CX promise (vow) and poises your customers to recognize your brand.

CX 26

CX Customer Journey Map Customer Retention VOC 26

Customer Bliss

MARCH 8, 2018

Listened to calls from the contact center to understand the kind of complaints they get and how they’re resolved. The product team and marketing department were also positively affected by the CX transformation. Looked at how to bring sales and customer service together.

Customer Experience 40

Customer Experience Customer Journey Map Net Promoter Score CX 40

Customer Bliss

JULY 19, 2018

Before getting into the tactical action plan that she put together for Newegg, Sue shared some general CX transformation wisdom with us. CX - Sue Martin Homes, @Newegg Click To Tweet. Sue has been leading customer service and experience work for more than 3 decades, and she really knows her stuff! About Sue Martin Homes.

CX Transformation 51

CX Transformation E-commerce CX Data Mining 51

Execs In The Know

APRIL 8, 2022

The world has undergone significant change, and contact center agents have been asked to handle challenges unimaginable only a couple of years ago. Investing in employees (and the tools and technologies that support employees) is one of the single best investments that can be made in the CX space.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Beyond Philosophy

DECEMBER 16, 2021

I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. So, we invited Hussein Dajani, General Manager – Digital and CX Transformation, Nissan Motor Company , to be our guest on a recent podcast.

Artificial Intelligence 78

Artificial Intelligence Sales CX Transformation CX 78

SurveySensum

JULY 14, 2020

He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. Becky (Lisson) Roemen – Manager of CX Solutions and Consulting at Avtex Solutions, LLC. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Qualtrics

FEBRUARY 21, 2020

In the decade since the financial crisis brought widespread attention to how the banking industry treated its customers, many banks have made customer experience (CX) transformation a strategic priority. Originally published on Forbes.

Customer Experience 36

Customer Experience Contact Center Customer Journey Map CX Transformation 36