CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

CX 182

CX Voice of the Customer Start-ups Contact Center 182

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

CX 182

CX Voice of the Customer Start-ups Contact Center 182

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Author: Jeremy Watkin.

Social Media 345

Social Media VOC VOE Contact Center 345

DMG Consulting

NOVEMBER 30, 2023

AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. Like what you’re reading? Signup for DMG’s free monthly newsletter.

AI 48

AI CX Contact Center Artificial Intelligence 48

Experience Investigators

OCTOBER 5, 2021

Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements.

CX 133

CX Social Media Contact Center Customer Journey Map 133

Experience Investigators

JULY 20, 2021

Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Customer Experience Management Defined: How is it Different than CX? How Customer Experience Maturity Splinters. All good so far, right?

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. In retrospect, this was a wonderful CX lesson.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Customer Service Life

NOVEMBER 13, 2018

I’ve written much in the past about the importance of listening to the voice of the customer and relaying these insights to the rest of the business — and I believe firmly that this is a huge responsibility and opportunity for the contact center. The contact center shouldn’t run and hide when this happens.

Contact Center 60

Contact Center CX Text Analytics Customer Service 60

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). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not? Yael McCue.

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". After all, there is no cash without customers and employees!

CX 163

CX CEM Close the Loop Business Administration 163

Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The show goes on.

VOE 182

VOE Artificial Intelligence Contact Center Entertainment 182

Confirmit

MAY 23, 2017

There are probably a lot of answers that spring to mind, but chances are “contact center agent” isn’t on your immediate list. However, this was Claire Sporton’s suggestion as she kicked off proceedings at Confirmit’s “Voice of the Customer in Contact Centers” event in London last week.

Contact Center 45

Contact Center CX Voice of the Customer Healthcare 45

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Author: Jeremy Watkin.

Social Media 182

Social Media VOC VOE Contact Center 182

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more. Here are some of the highlights from last week’s Summit in Austin.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. With that, here are some of the events taking place in May 2018 (in chronological order) with direct links to each event: CX 18 - May 1-4, Nashville, TN.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

DMG Consulting

SEPTEMBER 24, 2021

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA PROVIDES INSIGHTS INTO THE VOICE OF THE CUSTOMER. IA BENEFITS THE CONTACT CENTER.

Contact Center 77

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 77

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Experience Investigators

OCTOBER 17, 2023

A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience program. Customer experience (CX) has become a critical factor in the success of businesses worldwide.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? This year, we’ve published our full selection of customer service conferences and contact center summits in North America. Chief Customer Officers USA, Atlanta. Next Generation Customer Experience, Indian Wells.

Customer Service 129

Customer Service Contact Center CX Education 129

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

Contact Center 40

Contact Center Customer Experience Actionable Insights Start-ups 40

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). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not? Yael McCue.

Customer Experience 182

Customer Experience Business Administration Customer Journey Map CX 182

PeopleMetrics

JULY 17, 2018

A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). So, what is CX measurement or VoC? Okay, so CX measurement (VoC) is not market research. As the name implies, these surveys reach out to customers during or soon after an individual experience (e.g.,

VOC 210

VOC CEM CX Customer Feedback 210

Confirmit

NOVEMBER 26, 2020

As a CX leader, you’re great at understanding the customer experience. Many CX professionals struggle when it comes to proving the financial benefits of their projects and justifying their positions. Work With The Contact Center To Show How CX Can Cut Costs: Call centers are a CX pros best friend.

CX 52

CX Contact Center Voice of the Customer Customer Experience 52

DMG Consulting

APRIL 13, 2022

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA Provides Insights Into The Voice Of The Customer. IA Benefits The Contact Center.

Contact Center 48

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 48

Confirmit

JANUARY 23, 2020

They offer DIY and home improvement products and services to nearly six million customers who shop in their stores and through digital channels every week. In this short video, Andy Dingwall of Kingfisher talks about the impact of listening to the Voice of the Customer across the business. Voice of the Customer Videos.

CX 52

CX Voice of the Customer Retail Contact Center 52

DMG Consulting

AUGUST 2, 2023

Interactions Analytics: Happy 20-Year Anniversary August 2023 Now in its 20 th year, the interaction analytics (IA) market is considered mature, with its solutions regarded as essential for most contact centers. The time is right for AQM, as contact centers are under great pressure to increase the effectiveness of their QM resources.

Contact Center 48

Contact Center Artificial Intelligence VOC Customer Relationship Management 48

1 to 1

OCTOBER 11, 2021

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Act on CX findings. What is a CSAT rating?

Contact Center 26

Contact Center NPS Net Promoter Score VOC 26

Experience Investigators

OCTOBER 3, 2023

Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them. With the help of artificial intelligence and a few less technical approaches, you can greatly improve your customer experience by listening to unspoken feedback.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

SurveySensum

DECEMBER 28, 2020

The most common reason behind their failure was – they were not making any use of the voice of the customer data. . So, aiming to help growth-stage companies start their voice of the customer program, we launched our first podcast, Experience talk: Voice of customer and employee.

VOC 98

VOC B2C Social Media Voice of the Customer 98

DMG Consulting

JUNE 8, 2021

These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Product Innovation. Broader Use Cases for IA. Transformational Benefits of IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

CX 52

CX VOE VOC Voice of the Customer 52

Beyond Philosophy

OCTOBER 28, 2021

Pine believes that as the experience economy continues to grow and immersive experiences continue to be differentiators, the physical experiences of general Customer Experience have diverged from this path. Customer Experience, as I often refer to it, has different goals and different measurements of success.

Customer Experience 97

Customer Experience CX Net Promoter Score Artificial Intelligence 97

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

DMG Consulting

JUNE 8, 2021

Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Interaction Analytics Product and Market Report.

Contact Center 59

Contact Center VOC CX Voice of the Customer 59

Intercom

JANUARY 5, 2023

In his 35 years of experience, Bill Price has seen the evolution of customer service from up close. “Instead of trying to optimize the contact center experience with all sorts of things, they said, ‘Let’s get rid of an inbound phone number.’ It’s not just a contact center burden at all.

Customer Experience 69

Customer Experience CX Contact Center Start-ups 69

Fonolo

JANUARY 14, 2020

With more than 100,000 visitors a month from over 200 countries around the world, CustomerThink is a hub of resources for the customer support professional. Top Pick: Promoting a digital-first mentality throughout the contact center. Top Pick: Customer self-service and the role of cloud contact centers.

Customer Service 136

Customer Service Contact Center Social Media CX 136