Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

CX 89

CX CX Transformation Government Management Consulting 89

Execs In The Know

MARCH 16, 2023

It’s a subject Roku’s Director of Customer Care, Commerce, Mark McKercher, and VXI’s VP of CX Advisory Services, Cheryll Aganda, recently touched on during their speaking engagement at the 2023 Customer Response Summit in Austin, Texas. Was this your first Customer Response Summit?

Contact Center 97

Contact Center Innovation AI Technology 97

Execs In The Know

APRIL 6, 2023

What role do personalization and conversational commerce play, and how can brands meaningfully connect with customers across the digital landscape? Key CX leaders included Carlos Castano (Microsoft), Bit Rambusch (Philips), and Monte Tomasino (Dell Technologies).

Government 52

Government CX Customer Expectations Technology 52

Customer Bliss

OCTOBER 31, 2017

In today’s show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a grassroots engagement across the organization. We discuss the skills and approach you need to build a customer experience program and its baseline foundation. Episode Overview. 90 day plan.

Customer Experience 0

Customer Experience Education Start-ups Gaming 0

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Customer Bliss

DECEMBER 20, 2018

One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. Though not a CX book per se, it will definitely get you thinking about ways you can differentiate your brand and the experiences you provide to your customers.

Customer Experience 58

Customer Experience CX 58

Beyond Philosophy

JUNE 28, 2019

Researchers conducted a study on this concept at the University of Texas. So…How Do I Apply All of This to CX? In your Customer Experience, you should ask yourself the following questions regarding self-perception. Do I understand my customers and how they use self-perception with my product or service?

CX 104

CX Social Media Sales Sports 104

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. This Canadian customer experience-obsessed organization is a vibrant and integral part of the North American CS and CX verticals. Learn more about it here. Learn more about it here.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Kerry Bodine

JANUARY 4, 2017

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 48

CEM CX Contact Center Retail 48

1 to 1

FEBRUARY 1, 2024

Customer Contact Week (CCW) Austin, an event series dedicated to elevating professionals within the customer service industry, successfully concluded on January 25th in Austin, Texas. The event centered its focus on the transformative role of artificial intelligence (AI) in shaping the customer experience (CX) landscape.

AI 26

AI Artificial Intelligence Innovation CX 26

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

Finance 76

Finance CX Start-ups Voice of the Customer 76

Comm100

MARCH 16, 2022

Employees are often left frustrated as their attempts to improve customer service in government are thwarted. However, even within this complex system, there are many ways that the public sector can improve customer experience (CX) and meet their citizens’ high service expectations. GOVERNMENTS ARE TAKING CX SERIOUSLY.

Government 80

Government Customer Service Compliance CX 80

Chip Bell

JULY 16, 2019

Customers who feel loved come to your business to get a great service experience; customers who aren’t loved come to your business to get a great customer experience. The loved customer needs accuracy, efficiency, results, delivered in a fashion they find delightful. Read that line again.

Education 55

Education Age of the Customer Customer Experience Innovation 55

Beyond Philosophy

SEPTEMBER 10, 2020

One time, a gentleman who worked at an oil company picked me up for a speaking engagement in Austin, Texas. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Follow Colin Shaw on Twitter @ColinShaw_CX.

Start-ups 182

Start-ups Sports CX Customer Experience 182

Customer Bliss

FEBRUARY 7, 2017

From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. Under Karen’s leadership, the CCO organization defines and develops Dell’s customer experience strategy and programs to maximize customer satisfaction, acquisition, retention and profitability.

Technology 64

Technology Technology CX Customer Satisfaction 64

Qualtrics

JANUARY 29, 2019

Senior living is as emotional as customer experience gets. It’s the definition of ‘always on’ too, as customers live with them 24 hours a day, 7 days a week, 365 days of the year. On working in Customer Experience: It’s one thing to develop a brand image, but another thing to pay it off.

Net Promoter Score 31

Net Promoter Score NPS CX Healthcare 31

CX Journey

APRIL 9, 2015

Texas Rangers (#19) Their research gives teams an apples-to-apples comparison of the emotional intensity with which fans support their home team versus corresponding fans of other teams in that market. When it comes to the customer experience, how does that translate? Detroit Tigers (#6) 5. Houston Astros (#30) 29.

Sports 64

Sports Gaming Entertainment Customer Retention 64

CX Journey

MARCH 31, 2016

Turning Data into Actionable Insight Making the best use of high-quality customer data enables a company to have a consistent footprint across multiple sites nationwide, which is critical to brand and image management and, thus, customer retention. Josh Stern is CEO of Reality Based Group , based in Austin, Texas.

Mystery Shopping 39

Mystery Shopping Actionable Insights Customer Survey Customer Retention 39

CX Journey

APRIL 28, 2016

Frank Eliason understands how this works and has captained these programs for very large companies that attract a high volume of customer feedback, including the television and Internet access company Comcast, and Citi, where he served as the global director of the customer experience team.

Customer Feedback 37

Customer Feedback Start-ups Gaming Education 37

Intercom

AUGUST 11, 2022

She’s also an advisor, co-hosts the aptly named Human Insight Podcast, and is the author of User Tested: How the World’s Top Companies Use Human Insight to Create Great Experiences. When prioritizing what to work on, consider the impact it can have on your business and the customer experience and the effort involved in fixing it.

Start-ups 59

Start-ups NPS Sentiment Analysis Artificial Intelligence 59

CX Journey

AUGUST 22, 2018

Now, being a customer’s hero doesn’t mean you can always give customers what they want, but it does mean you always give them your focus, your understanding, and your best efforts. In a nutshell, what’s the secret to delivering a Hero-Class® customer experience? Provide a hassle-free, frictionless experience.

Contact Center 27

Contact Center Retail Customer Service Customer Experience 27