Help Scout

AUGUST 22, 2023

Marketing and customer service teams can improve the customer experience (CX) by rejecting the silo mentality and working together. Here’s how. Read the full article

Customer Service 73

Customer Service Customer Experience CX 73

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Adrian Swinscoe

FEBRUARY 23, 2024

In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience. […] The post The dark corners waiting to undermine your customer experience first appeared on Adrian Swinscoe.

Customer Experience 147

Customer Experience CX Customer Service 147

Shaun Belding

MARCH 29, 2022

CX successes that I've seen have had one thing in common -- a consistent and intensely passionate focus on their customers that extended throughout their organization. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. They focused on their journey, not the end. .

Customer Experience 311

Customer Experience CX Customer Service 311

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Doing CX Right

NOVEMBER 27, 2022

Max Ball, Principal Analyst at Forrester, explains the difference between customer experience and customer service, trends to plan for and effective ways to solve customer needs versus creating pain points.

Customer Service 64

Customer Service Customer Experience CX 64

Bill Quiseng

MAY 13, 2024

Your brand is the result of customers’ perceptions of your customer service actions. On social media, customers are talking about you whether you like it or not know it or not. So, when it comes to your customers and customer service, don’t be just good. World-class or no class. Be GREAT out there!

Social Media 148

Social Media Customer Service CX Customer Loyalty 148

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The third sin is poor communication.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

Bill Quiseng

FEBRUARY 21, 2024

Welcome to CX 102 or Advanced CX. Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. And when you consistently deliver a little wow, you transform an average, satisfactory customer experience into a positively WOW Experience.

CX 88

CX B2C Hospitality Hospitality 88

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Journey Map 83

Customer Journey Map Customer Service Customer Experience Touchpoint 83

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Experience Investigators

AUGUST 29, 2023

”I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there’s nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?”

Customer Service 52

Customer Service Customer Experience CX 52

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. Where and how they take place has changed, of course.

Retail 94

Retail Net Promoter Score Customer Experience CX 94

Kate Nasser

JANUARY 14, 2024

Persistent causes of horrible customer experience & patient experience & how to address them. Kate Nasser, The People Skills Coach™ | CX The post Horrible Customer Experience & Patient Experience: Constant Causes | #CX appeared first on KateNasser.com.

CX 61

CX Customer Experience Contact Center Customer Service 61

Zendesk

JUNE 28, 2021

You’re at your desk when you overhear two fellow support agents debating the difference between customer service and customer experience. Many support agents use customer experience and customer service interchangeably, but the two terms do not mean the same thing. What is customer service?

Customer Service 93

Customer Service Customer Experience Net Promoter Score Touchpoint 93

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience ML Social Media CX 83

Kate Nasser

MAY 22, 2022

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration.

CX 126

CX Customer Experience Sales Customer Service 126

Kate Nasser

AUGUST 22, 2021

For customer service excellence avoid saying these crushing customer service replies. 30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills appeared first on KateNasser.com.

Customer Service 126

Customer Service CX Contact Center Customer Experience 126

Customer Think

FEBRUARY 26, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and […]

CX 52

CX Customer Service Customer Experience 52

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. That got me thinking – what interview questions really help identify a great CX professional? Let’s get started!

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices. Customer Loyalty. CX Quality Factors.

CX 71

CX Customer Experience VOC Legal 71

Bill Quiseng

FEBRUARY 7, 2024

Welcome to CX 101. This is not a customer service training class. Ideally, all of you will be enthused and energized to engage customers, not just to satisfy, but to WOW them. Customer service is what you do for your customers. You are happy because your customers are satisfied with their experience.

CX 78

CX B2C Hospitality Hospitality 78

Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. Observations and conversations with call center agents reveal operational inefficiencies and training gaps that impact the overall customer experience.

AI 88

AI CX Touchpoint Customer Experience Management 88

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The organizations that can’t hold onto their best people are seeing it negatively impact the CX.

Customer Experience 125

Customer Experience AI Outlook CX 125

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution!

CX 97

CX CXM Customer Journey Map Sports 97

PeopleMetrics

NOVEMBER 11, 2020

What's the Difference Between Customer Experience (CX) and Customer Service? Is Customer Experience (CX) the same as Customer Service? How can you use touchpoint mapping to identify the specific Customer Service touchpoints impacting CX? PeopleMetrics LIVE!

Customer Service 62

Customer Service CX Customer Experience Touchpoint 62

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

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken’s Customer Service Blog. Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. Blake Morgan is a customer experience futurist, author and keynote speaker.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Customer Service Life

FEBRUARY 10, 2020

The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? This article features incredible contributions from the CX Accelerator community. Which companies get your vote?

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

Logicalware

NOVEMBER 9, 2023

Elevate ’23 was Puzzel’s main event of the year, bringing together a phenomenal line-up of industry leaders, customers and Puzzel executives to discuss a topic that is near and dear to us – the bold future of Customer Experiences (CX) in the age of AI. Here, we will take you through Part 1 of the conference.

AI 69

AI CX Customer Experience Retail 69

Doing CX Right

FEBRUARY 1, 2024

Learn how to turn every customer experience mistake into a strategic opportunity that strengthens brand loyalty and human connections. The post Embracing Human Error: Turning Mistakes Into Meaningful Customer Experiences appeared first on Doing CX Right.

Customer Experience 111

Customer Experience CX Contact Center Customer Service 111

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like.

CX 123

CX Customer Experience Non-Profits Social Media 123

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Customer Think

JANUARY 9, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predicti. Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years.

Customer Service 64

Customer Service Customer Experience CX 64

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying.

AI 64

AI CX Customer Experience Artificial Intelligence 64

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71