Shep Hyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling

Contact Center 112

Contact Center CX Innovation AI 112

Shep Hyken

DECEMBER 6, 2022

Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . Customers pay the bills.

Legal 104

Legal Healthcare Innovation Customer Experience 104

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

1 to 1

JULY 5, 2013

Innovation is a hot buzzword of the time, but what does it really mean? According to Forrester''s Kerry Bodine, 62 percent of companies drive innovation via technology. But she says that should be only part of the story. The word technology is not present, she explained, because it shouldn''t be the focus. 1to1Media.com/weblog.

Innovation 44

Innovation Technology Technology Customer Experience 44

Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? Standing still at any point means competition, innovation, and more will eventually surpass you. How Consumers Now Define a Good Customer Experience by Jack M.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Shep Hyken

NOVEMBER 16, 2021

Bringing Great Customer Experience Ideas Forward. Courageous Cultures: How to Build Teams of Micro-Innovators,?Problem Problem Solvers, and Customer Advocates. Top Takeaways: Employees have great ideas on how to improve customer experience and leaders want them. Problem Solvers, and Customer Advocates.

Innovation 69

Innovation Start-ups Customer Experience Customer Service 69

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Lessons from the pandemic can improve your customers’ experiences by Joyce Kim.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. But how to do that?

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. But how to do that?

Retail 52

Retail Customer Experience Sports Touchpoint 52

Shep Hyken

OCTOBER 4, 2022

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). What can customer service teams learn from soccer teams?

Sports 57

Sports B2C Social Media Gaming 57

Shep Hyken

JANUARY 17, 2023

Is Technology Taking Over Customer Service? How Customer Experience Drives Business Growth. an organization that works with companies that manufacture, sell, or finance their customers’ major purchases. Get to know your company’s customer experience through a journey mapping exercise.

Artificial Intelligence 52

Artificial Intelligence Manufacturing Business Growth Finance 52

Shep Hyken

JUNE 14, 2022

Trends That Will Affect Customer Service and Customer Experience. Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and consulting firm. Shep Hyken is a customer service and experience expert,?

AI 57

AI Innovation Business Growth Customer Service 57

Fonolo

JULY 31, 2018

Established in 2012, Payless Furniture processes over 5,000 furniture deliveries every month for customers across the United States. Its company mission is to provide affordable, quality furniture and delivery service while maintaining high standards of customer service. The Importance of a Seamless Experience.

Retail 52

Retail Customer Experience Contact Center Education 52

Shep Hyken

AUGUST 16, 2022

He is recognized as AI Innovator of the Year 2021 at the AIconics Awards and named one of Corinium’s Top 100 Leaders in Data & Analytics 2022. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling How is AI impacting customer service? Amazing Business Radio with?Shep?Hyken

Artificial Intelligence 57

Artificial Intelligence AI Healthcare Government 57

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? 4 Customer Experience Strategies Inspired By Vincent Van Gogh by Chip Bell. Here are my top five picks from last week.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

TeamSupport

APRIL 15, 2021

Surveys show that 86 percent of customers are willing to pay more for a better customer experience. It also stated that about 75 percent of companies believe that they are customer-centric, but only 30 percent of customers think that it’s true. Enhanced Customer Support. Marketing and Technology.

Technology 106

Technology Technology Artificial Intelligence Machine Learning 106

Shep Hyken

MARCH 1, 2022

The people who live in the trenches have a unique perspective on the customer experience and the brand promise. They get feedback from customers. ” “Customer experience is the new battleground in business. It shapes whether customers are going to be loyal or leave after one bad interaction.”.

Gaming 57

Gaming Innovation Start-ups Customer Expectations 57

Shep Hyken

JUNE 7, 2022

How to Design Experiences that Exceed Your Customer’s Expectations. Shep Hyken interviews Ian Johnston, Founder of Quinine , a leading strategic retail design consultancy devoted to the power of design that drives innovation and growth. He talks about building trust and loyalty by designing meaningful customer engagement.

Retail 57

Retail Innovation Customer Expectations Customer Satisfaction 57

Shep Hyken

OCTOBER 5, 2021

. “The ease of the customer service representative’s job is a great indication of the customer satisfaction levels. Companies need to arm their frontline customer service teams with technology that empowers them to offer a better customer experience.” New York Times ?bestselling

Machine Learning 77

Machine Learning Customer Satisfaction AI Technology 77

PeopleMetrics

MARCH 13, 2015

According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." However, if your company has not yet adopted new communications tools, don''t despair. You can adopt some simple methods today to improve employee and customer engagement. Are you on Slack ?

Close the Loop 109

Close the Loop Customer Experience Net Promoter Score Voice of the Employee 109

1 to 1

JULY 28, 2015

presidential candidate Hillary Clinton at New York University's Stern School of Business who argued that undue earnings pressures on executives at public companies are suppressing wages and having a detrimental effect on innovation and long-term growth opportunities among U.S. The article referenced a recent speech given by U.S.

Customer Experience 42

Customer Experience Innovation Customer Loyalty Customer Service 42

Totango

NOVEMBER 13, 2019

In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition in New York. Creating great experiences for customers would not be possible without all the amazing work and collaboration of teams.

Innovation 48

Innovation Customer Experience 48

Confirmit

OCTOBER 23, 2019

I meant Insurance Experience. Earlier in the month, we held our 6 th Annual Insurance Summit at MetLife Stadium, home of the NFL teams New York Giants and New York Jets. We truly had a blast this year where the overall theme was revolutionizing the insurance experience. …Wait, that’s not right.

Contact Center 40

Contact Center Innovation Voice of the Customer CX 40

Shep Hyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. (The This is the ‘customer experience gap.’

Customer Service 65

Customer Service Retail CX Start-ups 65

Zendesk

FEBRUARY 17, 2021

In 2020, tens of thousands of retail professionals descended as usual on the Javits Center in New York City for the National Retail Federation’s Big Show. Leanna Nazzisi, Senior Manager of Customer Operation and Communication at Birchbox, talked about how the pandemic has changed CX.

Retail 98

Retail E-commerce CX Start-ups 98

Fonolo

JANUARY 22, 2020

Next Generation Customer Experience, Indian Wells. Adobe Experience Summit, Las Vegas. Customer Experience Strategies Summit, Toronto. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft. Smart Customer Service, Washington DC. The Customer Service Summit, San Diego.

Customer Service 129

Customer Service Contact Center CX Education 129

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He is also one of the most published authors and Forbes contributors.

Customer Journey Map 52

Customer Journey Map CX Innovation Customer Relationship Management 52

Aquire

JANUARY 6, 2022

This is only possible when video chat solutions come as part of a larger customer service platform. For example, Acquire’s video chat tool is seamlessly integrated with an array of customer experience solutions, including live chat, chatbots, shared inbox, social media, cobrowsing tech, and more. Make the most out of video chat.

Customer Service 98

Customer Service Social Media Technology Technology 98

Fonolo

NOVEMBER 9, 2017

News of poor customer service reaches more than twice as many ears as praise for good service, so reducing the number of negative interactions is integral to a brand’s reputation. Although most companies understand this, they continue to leave customers on hold. VPs & Directors of Customer Experience.

Social Media 59

Social Media Customer Service Contact Center Education 59

Fonolo

APRIL 17, 2019

These shiny, sprawling spaces illuminated with departure schedules are usually the prelude to a brief jaunt into somewhere exotic: a fresh start in Japan, a sojourn in Rome, a moment in a New York minute. Air Canada has led its home country and continent in these innovations. VPs & Directors of Customer Experience.

Transportation 78

Transportation Contact Center Social Media Innovation 78

1 to 1

OCTOBER 9, 2014

Keeping up with customer expectations and the speed of change are timeless challenges that retailers face but the answers or solutions to these challenges are more varied than ever, said Pat Bakey, general manager of global retail at SAP, at the company''s Retail Forum in New York City this week. 1to1Media.com/weblog.

Retail 38

Retail Innovation Customer Expectations Customer Experience 38

Zendesk

MARCH 2, 2023

This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. Retail’s Big Show brings together change-makers and leaders from around the globe to showcase the latest innovations and illuminate trends.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. And it’s a two-way street.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Beyond Philosophy

DECEMBER 2, 2021

For example, at our global Customer Experience consultancy, we take clients on study tours. These tours are a behind-the-scenes look at organizations that we admire for their outstanding Customer Experiences. it’s a lot like FAO Schwartz in New York’s Times Square). People love telling stories.

Entertainment 88

Entertainment Construction Innovation Customer Experience 88

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

1 to 1

JANUARY 25, 2024

That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. The topic of AI was everywhere. Tractor Supply Co.,

Retail 26

Retail AI Artificial Intelligence Contact Center 26

Customer Bliss

NOVEMBER 30, 2016

Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. DESIGNING FOR CUSTOMER DELIGHT. SURPRISE AND DELIGHT.

Engineering 88

Engineering Start-ups Innovation Customer Experience 88