Fonolo

NOVEMBER 13, 2018

On the agenda for 2019 are the following topics: Analytics and AI; agents and automation; efficiency and effectiveness; multi-channel and omni-channel; and customer and digital experiences. Where: Marco Island, Florida. Smart Customer Service 2019. Where: Fort Lauderdale, Florida. This is one is not to be missed!

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. An investment in the employee experience is an investment in the customer experience.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Execs In The Know

NOVEMBER 30, 2021

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. Deana Perrin, Blue Shield of California.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Beyond Philosophy

DECEMBER 2, 2021

So, the question I pose today is, what part of your customers’ past would they want to relive? . For example, at our global Customer Experience consultancy, we take clients on study tours. These tours are a behind-the-scenes look at organizations that we admire for their outstanding Customer Experiences.

Entertainment 88

Entertainment Construction Innovation Customer Experience 88

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience.

CX 68

CX Innovation Customer Experience Customer Service 68

Beyond Philosophy

JANUARY 3, 2017

Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Over the years, I’ve applied this quote to identify core elements of “people first” employee experience and creating ambassadorial employee behavior.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Experience lagniappe is out there.

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

Execs In The Know

NOVEMBER 30, 2021

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. Deana Perrin, Blue Shield of California.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

CX 68

CX Predictive Analytics Social Media Customer Experience 68

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

Execs In The Know

APRIL 29, 2022

The COVID-19 pandemic has changed the way customers think – and what they want. Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience.

CX 98

CX Actionable Insights Touchpoint Technology 98

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. It is here that great, differentiated (and often unique) and memorable CX lives. Experience lagniappe is out there.

E-commerce 83

E-commerce B2C Artificial Intelligence B2B 83

Beyond Philosophy

NOVEMBER 14, 2017

In the same post, Colin acknowledged the value of employee ambassadorship and the direct connection between employee experience and customer experience. Secondly, it shows that Virgin understands that an employee’s personal emotional state carries over into the emotional state they present to, and create for, customers.”.

Innovation 87

Innovation Customer Experience Customer Service CX 87

Customer Bliss

OCTOBER 28, 2020

To that end, I want to share with you my recent interview with Camille Harrison , the SVP & COO of Guidewell Commercial Market, and Guidewell Innovation. Guidewell is the parent company of Florida Blue. Camille shared with our audience her insights and advice for experience leaders in the healthcare and insurance industries.

Healthcare 75

Healthcare Start-ups Innovation CX 75

Chip Bell

APRIL 9, 2019

When the bank purchased Barnett Bank, the largest bank in Florida, McColl commissioned the construction of a large high rise bank building in Tampa which the locals called the “Beer Can Building.” It was a tall circular structure that dominated the Tampa skyline.

Entertainment 84

Entertainment Construction Customer Expectations Innovation 84