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

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). An investment in the employee experience is an investment in the customer experience. Opendoor’s Transformation to a Unified Customer Experience.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Beyond Philosophy

MAY 10, 2016

As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Who’s doing this well, using innovative techniques and setting standards for others to follow?

B2C 74

B2C Social Media Retail Customer Acquisition 74

Execs In The Know

NOVEMBER 30, 2021

The Chief Customer Officer (CCO) role isn’t exactly new, but it has never been more essential in cultivating CX excellence. CCOs can help champion plans and initiatives that are designed to do one thing — improve the customer experience. 2) The high cost of acquiring new customers has only increased during the pandemic.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

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

Fonolo

APRIL 23, 2019

And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. VPs & Directors of Customer Experience. Successful case studies.

Contact Center 57

Contact Center Education Gaming Customer Retention 57

Execs In The Know

NOVEMBER 30, 2021

The Chief Customer Officer (CCO) role isn’t exactly new, but it has never been more essential in cultivating CX excellence. CCOs can help champion plans and initiatives that are designed to do one thing — improve the customer experience. 2) The high cost of acquiring new customers has only increased during the pandemic.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

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

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

AUGUST 9, 2016

Further, companies using their communities for value and experience research can link results to projected, segmented customer profitability, a tremendous benefit. In what Harley Manning and Kerry Bodine call the “Customer Experience Ecosystem”, engaging employees who are both visible to customers and those behind the scenes (i.e.,

Non-Profits 60

Non-Profits Social Media B2C VOC 60

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

Beyond Philosophy

NOVEMBER 28, 2017

To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. We recognize that the perception of value can be compromised at any stage of a customer’s life and in any element of the customer experience.

E-commerce 83

E-commerce B2C Artificial Intelligence B2B 83

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

Customer Service Life

JUNE 26, 2017

I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Here are some highlights: Doug Lipp instantly gained credibility when I learned that he was the longtime Head of Disney University at Disney, a company synonymous with incredible an customer experience. Click here to read the original.

Contact Center 68

Contact Center Artificial Intelligence Entertainment Customer Service 68

Beyond Philosophy

DECEMBER 20, 2017

Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. Also, there is a direct connection between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. appeared first on.

CX 68

CX Innovation Customer Experience Customer Service 68

Beyond Philosophy

MAY 17, 2016

This, somewhat surprisingly, is similarly true for business-to-business products and services; so understanding perceptual differences between staff and customers should be a priority for senior corporate management as well as managers in Sales, Marketing, and Customer Service. Customers like the improved processes.

Sales 74

Sales Customer Loyalty Innovation Customer Experience 74

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

Steven Van Belleghem

MAY 26, 2023

Especially in these uncertain and often difficult times, there is a lot of value in that comfort, even though consistency obviously does not sound as ‘sexy’ as innovation. It keeps innovating with new menu items and keeps revamping existing ones to match changing tastes. Happy employees beget happy customers.

Customer Experience 57

Customer Experience Innovation Entertainment Start-ups 57

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.” With booth no. And amidst it all, HoduSoft aims to shine bright as an exhibitor.

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

Hodusoft

FEBRUARY 6, 2024

As businesses these days look for comprehensive and innovative solutions for streamlined communication and effective customer engagement, HoduSoft’s participation in IT EXPO can be a game changer. This year, the event will be taking place from the 13 th to 15 th February in Fort Lauderdale, Florida.

Omnichannel 52

Omnichannel Social Media Artificial Intelligence Contact Center 52

Execs In The Know

MARCH 14, 2022

Getting the attention of any customer is hard enough, but getting deep engagement with your product is the lifeblood of any product or customer experience team. Equipped with the right data and the right tools, product and CX teams have the opportunity to fully understand the customer experience.

Customer Experience 105

Customer Experience CX Engineering Finance 105

Execs In The Know

APRIL 8, 2022

Together, the group was able to challenge the “status quo” and inspire innovation through COMMUNITY, CONNECTION, and BALANCE. 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.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Beyond Philosophy

JULY 4, 2016

All things digital and innovative, especially mobile access and communication, is now consuming both attention and resources at many organizations. Digital innovation in banking can be seen in the transformative way people transact and organize their finances. Brand Equity. The 10 Best Companies for Corporate (Digital) Transformation.

Retail 90

Retail Innovation Finance Technology 90

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

Execs In The Know

MAY 2, 2022

Don’t Overthink or Overspend: Keep Your Focus on What Impacts Customer Loyalty. According to recent Gartner research , a reactive CX strategy focused on “fixing” customer experience issues, or even just refining them, does not lead to increased customer satisfaction rates.

CX 97

CX VOC Customer Journey Map Contact Center 97