Beyond Philosophy

MARCH 2, 2016

The most impatient callers were in Kentucky and Ohio, being the most likely to hang up on hold; callers in Louisiana and Colorado were the most patient. The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least. Every organization has customer groups.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

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

Fonolo

JANUARY 10, 2018

Fonolo is excited to return as a sponsor for this year’s Customer Contact Week (CCW), January 22-25th, 2018 at the Hyatt Regency in New Orleans, Louisiana. Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. In 2018 they introduced a new brand, Customer Contact Week.

Contact Center 57

Contact Center Social Media Education Customer Expectations 57

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. Michael Lowenstein, Ph.D., Lagniappe works.

E-commerce 83

E-commerce B2C Artificial Intelligence B2B 83

Qualtrics

SEPTEMBER 1, 2015

Popeyes Louisiana Chicken was in trouble. Stock prices were way down, sales were dropping and customer service had dropped to the bottom of their priority list. Overhauling their culture to focus on customer obsession. Customer experience (CX) is an integral part of every industry. Where do you start?

CX 22

CX Customer Experience Sales Voice of the Customer 22

Qualtrics

MAY 20, 2019

That’s what the leadership team at Barksdale Air Force Base in Louisiana wanted to find out, and they chose Qualtrics as the tool to help. Author Bio: Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics. Measuring On-Base “Health”.

Government 24

Government Entertainment Healthcare Retail 24