Execs In The Know

MARCH 25, 2022

While the pandemic certainly highlighted the need for more resilient support models, CX leaders have always struggled to forecast support volume with 100% accuracy and quickly scale operations to meet rapidly rising customer demand. The post Achieving Business Continuity: An ABC Strategy for CX Leaders appeared first on Execs In The Know.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

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

Comm100

MAY 14, 2021

Once considered an ephemeral buzzword that would fade away, these same organizations now boast of their CX-first culture that puts customer experience at the forefront of everything they do. While many organizations are profiting from their investment into CX, many are still failing to reap the full rewards from this strategy.

Customer Experience 59

Customer Experience Contact Center CX Transformation CX 59

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! Customer Shop Talk Highlights.

Innovation 52

Innovation Artificial Intelligence AI CX 52

1 to 1

DECEMBER 13, 2021

Are we keeping our CX vows to customers and employees? Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. Renewing your CX vows begins with the basics.

CX 26

CX Customer Journey Map Customer Retention VOC 26

Customer Bliss

MARCH 8, 2018

This process of always being engaged with the customer slowly trained her to become the CX leader that she is now; Charlotte places high value on listening to the customer. After spending 2 years on the front line, she became a manager of the call center, moved into product management, and even did a bit of marketing and user experience. .

Customer Experience 40

Customer Experience Customer Journey Map Net Promoter Score CX 40

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. When it comes to #CX work, be sure to think things through.

CX Transformation 51

CX Transformation E-commerce CX Data Mining 51

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

Execs In The Know

APRIL 8, 2022

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. CX Transformation Secret Revealed: The Hero Is Your Customer!

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. Want to know more? Subscribe today right here.

Artificial Intelligence 78

Artificial Intelligence Sales CX Transformation CX 78

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. We found that banks are: Delivering above-average CX. Originally published on Forbes. So, how effective has this been?

Customer Experience 36

Customer Experience Contact Center Customer Journey Map CX Transformation 36