Steven Van Belleghem

OCTOBER 15, 2023

It’s the result of a potent blend of storytelling, branding, and crafting unforgettable customer experiences. Here are 10 Customer Experience lessons we can learn from this amazing company. ✨ E – Emotions: these are the feelings that customers experience throughout their contact with an organization.

Entertainment 67

Entertainment Non-Profits CX Gaming 67

Intercom

FEBRUARY 3, 2022

Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. He’s also (and perhaps a bit more relevant to our podcast) a marketing and CX expert, author, and keynote speaker with almost three decades of experience. Jay is many things. What does it mean to you?

Real Estate 111

Real Estate CX Social Media Start-ups 111

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. Customer Contact Week (CCW).

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

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). To deliver on the promise technology offers in customer relationships, organizations need to prioritize staff performance. .

CX 76

CX Customer Loyalty Contact Center Start-ups 76

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

Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Don’t be afraid to invest in technology to get the job done more effectively. Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. About Alvin Stokes.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Beyond Philosophy

JUNE 5, 2017

It’s not the best customer experience, but if you travel often, you learn to live with it. They’re hoping to make the experience better for both guests and employees. The Robot Experience. Is a “Human Free” Experience the Future? New Technology Dramatically Helps CX. So you wait.

Artificial Intelligence 143

Artificial Intelligence Customer Loyalty Technology Technology 143

1 to 1

JULY 20, 2020

With many previous predictions on the US economy now registered moot, experts are now weighing on what it means to deliver relevant customer experiences. Forrester’s 2020 US Customer Experience Index Report captured the early effects of the pandemic. Brands that invest in CX are winning. Banks (direct): USAA (78.6)

CX 26

CX Manufacturing Retail Government 26

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. Can technology create customer delight?

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

Execs In The Know

NOVEMBER 29, 2021

Backoffice task and process automation within CX operations have been a godsend on many fronts. If employees are the lifeblood of a CX organization, then that organization’s technology stack is its plumbing (i.e., Small friction points can have a big impact on the customer experience. Panelists: .

Artificial Intelligence 52

Artificial Intelligence Compliance CX AI 52

Execs In The Know

NOVEMBER 29, 2021

Backoffice task and process automation within CX operations have been a godsend on many fronts. If employees are the lifeblood of a CX organization, then that organization’s technology stack is its plumbing (i.e., Small friction points can have a big impact on the customer experience. Panelists: .

Artificial Intelligence 52

Artificial Intelligence Compliance CX AI 52

Execs In The Know

APRIL 29, 2022

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. How can program data be used to identify inefficient processes and technology and drive change?

CX 98

CX Actionable Insights Touchpoint Technology 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 52

Close the Loop Compliance CX Innovation 52

Aquire

SEPTEMBER 20, 2021

And as with all types of technology, the pros and cons of video chat have been getting clearer with time. Church By The Sea in Madeira Beach, Florida – The pattern-seeking human mind sees a chicken as the face of this building. Staying Ahead of the Competition: Tools You Can Bank on for Great CX. ON-DEMAND WEBINAR.

Retail 86

Retail Omnichannel Start-ups Sales 86

Execs In The Know

APRIL 8, 2022

Technology changes impact all facets of a business. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. For now, AI will best serve contact centers as a complementary technology.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

Beyond Philosophy

APRIL 6, 2016

. – Provide learning from leaders’ experiences. Prioritize and allocate resources (time, money, people, facilities, technology). Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Support intrapreneurship and creativity.

Retail 94

Retail Gaming CX Customer Experience 94

Beyond Philosophy

APRIL 6, 2016

. – Provide learning from leaders’ experiences. Prioritize and allocate resources (time, money, people, facilities, technology). Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Support intrapreneurship and creativity.

Retail 60

Retail Gaming CX Customer Experience 60

Execs In The Know

MARCH 4, 2022

Many companies were simply not prepared to send employees home at the beginning of the pandemic due to technological or process barriers. Artificial Intelligence is a more advanced automation technology capable of learning and applying what it has learned to subsequent situations. Guest post written by: Intradiem.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

Steven Van Belleghem

DECEMBER 1, 2021

Traditionally, marketers like to make sure that customers can easily find the products and services they are looking for. But the good news is that CX experts can really work with that knowledge to create more satisfying, enjoyable and serendipitous experiences through positive and unexpected chance encounters.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” In the realm of business communication, CX is not just a buzzword. It’s the cornerstone of progress.

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

1 to 1

FEBRUARY 25, 2021

The CX POD · In Their Own Words: Vaccine Patients Share Their Experiences. Transcript : Liz Glagowski : Hi, I’m Liz Glagowski, editor of the Customer Strategist Journal. We wanted to find out what it was really like, so we asked people with different circumstances about their end to end vaccine experiences.

Hospitality 26

Hospitality Hospitality Healthcare Start-ups 26

Execs In The Know

MAY 2, 2022

And all this at a time when leaders are already struggling to build effective CX programs that drive loyalty. A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. If you’re ready to level up your CX for economic volatility, we’re here to help.

CX 97

CX VOC Customer Journey Map Contact Center 97

Hodusoft

FEBRUARY 6, 2024

HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions Over the past few years, the communication landscape has undergone major transformations, driven by advanced technologies, changing customer expectations, and an increase in digital platforms.

Omnichannel 52

Omnichannel Social Media Artificial Intelligence Contact Center 52

Execs In The Know

APRIL 8, 2022

Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience. Implement and experiment with tools and solutions that can simultaneously automate and improve the customer experience.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Comm100

MAY 21, 2019

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Expo 2019’s theme was “Navigate the tides of transformation” and as well as covering a lot of the type of best practices CX pros are familiar with, the Expo contained a lot of fresh topics and technologies too.

NPS 58

NPS Contact Center CX Outlook 58