SurveySensum

DECEMBER 22, 2023

Unfortunately, this is not an isolated case of NPS gaming. Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores. It provides valuable insights into customer satisfaction , loyalty, and areas needing improvement.

NPS 52

NPS Gaming Education Customer Satisfaction 52

Doing CX Right

MARCH 12, 2023

Evan Kirstel, an expert analyst in disruptive technologies, and Stacy Sherman discuss how you can transform customer experiences with generative AI to achieve service efficiency while maintaining human empathy. The post The Future of Customer Service: How Generative AI is Changing the Game appeared first on Doing CX Right.

Gaming 91

Gaming AI Customer Service CX 91

InteractionMetrics

AUGUST 2, 2023

Why Fox Rent a Car (and, by association, its Managing Director Gerardo Bermejo) should spend more time on listening and less time on gaming their customer surveys! As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it all. It’s time to start improving your customer experience surveys.

Gaming 52

Gaming Customer Survey Start-ups Customer Experience 52

Hodusoft

MARCH 15, 2024

Don't Settle for Less: Join our Webinar and Boost Your Revenue Game with Omnichannel CX Suite Magic! In today’s competitive business landscape, customer experience (CX) is no longer a “nice to have” – it’s a must-have. As per a report , brands that offer excellent customer service make 5.7

Omnichannel 52

Omnichannel Gaming CX Touchpoint 52

Customer Think

AUGUST 4, 2023

As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it. Read more The post Fox Rent a Car: Stop Gaming Your Surveys appeared first on Interaction Metrics. Few things bother me more than unscrupulous business practices.

Gaming 52

Gaming CX Customer Experience 52

Qmatic

SEPTEMBER 13, 2023

How can companies improve the digital customer experience? Events in recent times have shown service providers the importance of not only embracing but also adapting and innovating digital solutions to optimize their services and stay ahead in the game.

Customer Experience 91

Customer Experience Omnichannel Gaming Innovation 91

Win the Customer

JUNE 23, 2015

In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. If […].

Gaming 122

Gaming Technology Technology Entertainment 122

Customer Think

DECEMBER 16, 2023

Even the smallest technology is labeled “game-changing” or “next-level.” ” As such, you never really know which technologies are actually useful and will help you transform customer experiences and which ones are simply a fad. Today, everyone and everything is a part of the digital revolution.

Technology 70

Technology Technology Innovation Customer Experience 70

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. So, how exactly does customer empathy impact the customer experience ?

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Beyond Philosophy

JANUARY 19, 2024

Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience. 13:28 We refer to a past podcast about how departments like Finance affect the experience, and why it is essential to have everybody working together for a common goal.

Sports 88

Sports Customer Experience Finance Gaming 88

Heart of the Customer

MARCH 1, 2018

The post FREE eBook: The Three E’s of a Game-Changing Customer Experience appeared first on Heart of the Customer. Whether you’re new to CX or are well-versed in the subject matter, I urge you to have a look. You can download it for free HERE. In […].

Gaming 68

Gaming Customer Experience CX 68

Shep Hyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Service 135

Customer Service Customer Experience Gaming CX 135

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience ML Social Media CX 83

CX Accelerator

APRIL 11, 2018

The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. If you're in survival mode, there's no time to focus and use this information to make your customers' lives easier.

Customer Experience 182

Customer Experience Gaming CX Contact Center 182

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

Customer Experience Matrix

APRIL 27, 2020

The explosion of interest in games in particular seems to offer an opportunity for creative solutions. So it was fairly natural to conceive of a game that addresses the deployment sequence puzzle. But for game purposes, you could simplify matters to assume that each system costs the same and each use case has the same value.

Gaming 75

Gaming Government Start-ups Technology 75

Bill Quiseng

APRIL 25, 2021

We can learn from the processes we took during this pandemic to establish the same steps to reassess and create our customer experience in what is the new normal. While improving customer experience is not literally life and death, without offering a good experience we stand the chance to lose the customer forever.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

PeopleMetrics

DECEMBER 9, 2014

Video game designers are experts in flow. A great example of how flow works in video games is Tetris. Tetris is one of the most popular video games of all time, and it’s simple and addictive. When you start the game, blocks fall slowly from the top of the screen. But the game incrementally increases in speed.

Gaming 74

Gaming Customer Experience Voice of the Customer Education 74

Steven Van Belleghem

MARCH 30, 2023

First of all, its strategy of giving free stuff to users who promote the app on their social networks and get friends and family to sign up, already feels like a fun approach, but it also takes the game part even further. In other words, referrals are the secret ingredient to winning the games and get more free products.

E-commerce 104

E-commerce Customer Experience Social Media Gaming 104

Customer Think

JUNE 19, 2023

While bad teams can win games, accomplish some of the organization’s goals, and excel in some aspects, their success is usually unreliable. Basketball season always reminds me of the power of teamwork. The best basketball teams function as a cohesive unit for the good of the organization and the desired outcome.

Customer Experience 102

Customer Experience Gaming 102

Aquire

SEPTEMBER 20, 2021

So, the question arises: is live chat beating chatbots in the customer service game? One chatbot, lots of customers, simultaneously. Multiple customers get real-time solutions to their queries, and because of that, an improved customer experience. With chatbots, it’s a completely different game.

Gaming 98

Gaming Customer Service AI Technology 98

TeamSupport

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience.

Customer Experience 98

Customer Experience B2B Gaming Customer Satisfaction 98

Totango

FEBRUARY 22, 2021

What comes to mind when you think of the term “game changer”? Brady would go on to lead the Patriots to 17 division titles, 13 AFC Championship Games, nine Super Bowl appearances, and six Super Bowl wins before transferring to the Tampa Bay Buccaneers in 2020 and leading that team to win its first Super Bowl title since 2003.

Gaming 62

Gaming Hospitality Hospitality Sports 62

Heart of the Customer

DECEMBER 6, 2017

Customer experience pays. There’s no shortage of research on the impact of an improved customer experience, including improved revenue, profit, and, as a result, stock price. Improving on these three factors will ensure you are improving your customers’ outcomes, as well as your own.

Gaming 79

Gaming CX Customer Experience 79

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

Doing CX Right

OCTOBER 20, 2020

If you have a centralized survey team, who calls customers share recordings and notes with your sales teams so they can contact customers, rectify issues, and thank them, too. . THE GAME CHANGER . Top performing companies combine Voice of Employee ( VoE ) and Voice of Customer ( VoC ) as part of their decision-making process.

Gaming 69

Gaming VOE VOC Close the Loop 69

Doing CX Right

OCTOBER 10, 2022

Allan Stein, Jr, who has worked with 2-time NBA Finals MVP Kevin Durant and other superstars, reveals leadership strategies that elite athletes use to perform at world-class levels that you can do to level up customer service experiences.

Sports 59

Sports Gaming Customer Service CX 59

Intercom

APRIL 11, 2024

More time to create remarkable customer experiences: Fin AI Copilot not only boosts agent efficiency but also enriches customer interactions. Your agents can dedicate more time to solving complex issues that require their humanity, specialist knowledge, and empathy, elevating your overall support quality.

AI 52

AI Gaming Customer Service Customer Experience 52

Customer Think

FEBRUARY 5, 2023

Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player Experience (PX), the specific challenges that entails, the GiG metric, the horrific thoug.

Gaming 56

Gaming Customer Experience 56

Steven Van Belleghem

JANUARY 10, 2022

Great customer service doesn’t mean that the customer is always right, it means that the customer is always honoured. You’ve got to start with the customer experience and work back toward the technology, not the other way around. We see our customers as invited guests to a party, and we are the hosts.

Customer Experience 125

Customer Experience Gaming Government Start-ups 125

CX Accelerator

APRIL 11, 2018

The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. If you're in survival mode, there's no time to focus and use this information to make your customers' lives easier.

Customer Experience 140

Customer Experience Gaming CX Contact Center 140

DMG Consulting

DECEMBER 4, 2023

AI Should Revolutionize Customer Experience 2023 was a tumultuous year for many businesses. Improve the employee experience – use AI-enabled tools (e.g., Final Thoughts AI is a game-changing technology that, when properly leveraged, will enhance both the CX and EX, which are undeniably tied together.

AI 48

AI Artificial Intelligence Customer Experience Contact Center 48

Customer Think

NOVEMBER 24, 2022

Gamification is known to invoke gameful, richer, and appealing experiences and engage users in an effective way. Did you know an increase of customer attention by 5% can help you fetch 25-95% profit? It drives pervasive and behavioral change in the users to grab their attention.

Customer Experience 81

Customer Experience Gaming Customer Loyalty 81

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Seamless Omnichannel Experience As pointed out by the experts at Salesforce, an omnichannel approach is pivotal in modern customer experience. Cultivating a Customer-Centric Culture 1.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Help Scout

APRIL 27, 2021

In that spirit (although I hope your power is quite stable), I started thinking about the great customer experience (CX) books I’ve read. Outside In: The Power of Putting Customers at the Center of Your Business”. Outside In ” is required reading for anyone interested in customer experience.

Customer Experience 117

Customer Experience Retail Gaming B2C 117

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

Customer Experience 154

Customer Experience Social Media Gaming Education 154

Steven Van Belleghem

NOVEMBER 27, 2022

What we’re also starting to see in customer experience is that the influence zone of a brand is increasing. But it’s more and more linked to the customer experience as well because an increased amount of customers expect organizations to become part of the solution. A growing influence sphere.

Customer Experience 96

Customer Experience CX Start-ups Gaming 96