ClearAction

JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. Your CX team must have skills to foster holistic customer focus across the entire organization. This is the focus of CX Day 2023 !

CX 62

CX Customer Experience Data Mining Legal 62

Uniphore

JULY 10, 2021

Who Should Attend: Customer Experience Planning, Strategy & Execution Pros Contact Center Operations & Workforce Management Pros Conversational AI & Intelligent Automation Pros COOs, CIOs, CTOs and Digital Transformation Pros. Privacy Policy / Legal. Privacy Policy / Legal. 1 (770) 352-1300. ada@jacada.com.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. To pierce the “Excellent” glass ceiling, your customer experience strategy must shift gears. Customer Loyalty.

CX 71

CX Customer Experience VOC Legal 71

Fonolo

APRIL 3, 2019

… And w e’re back with another round of the latest and greatest in the customer experience game. Let’s put our hands together and give it up for the 2019 winners of Fonolo’s Customer Experience Excellence Awards! 6 Must-Read Customer Experience Trends in 2019. What’s Inside: .

Customer Experience 89

Customer Experience Legal Contact Center Omnichannel 89

CX Accelerator

NOVEMBER 7, 2023

Give inconsistent or incorrect answers to customers. Are easy to reach on certain customer service channels (like social media) but not so easy on others. With this in mind, I asked a few of my friends on the , Customer Experience Question of the Day (#CXQOTD ) on X to complete this sentence. 14) have a scapegoat culture.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Beyond Philosophy

OCTOBER 1, 2015

If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? When it comes to brands and their related experience, it’s critical that you KISS it. My guess is the majority of you would say take the easy way.

Customer Experience 163

Customer Experience Gambling Legal Net Promoter Score 163

Beyond Philosophy

JANUARY 16, 2019

The way academic research is written is like a reading a legal brief; it’s impenetrable. We always connect the academic findings to Customer Experience on the podcast (and in our most recent book.) However, we think that isn’t the case for what we need for Customer Experience. You might be surprised what you find.

Customer Experience 111

Customer Experience Legal Engineering 111

Lightico

JUNE 29, 2023

Individuals began signing their names or using monograms to authenticate legal documents, marking the transition from physical seals to individual marks. Individuals began signing their names or using monograms to authenticate legal documents, marking the transition from physical seals to individual marks.

Legal 52

Legal Real Estate Machine Learning Artificial Intelligence 52

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Take responsibility.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. Stronger security and safety is enabled by facilities, legal, safety, operations, and other functional areas.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Beyond Philosophy

NOVEMBER 25, 2023

Every department in the organization plays a role in the Customer Experience. Some of them think their insular role inside operations puts a big barrier between them and how the customer feels about the organizations. However, not every department realizes it.

Legal 78

Legal Finance Technology Technology 78

Win the Customer

DECEMBER 14, 2015

The key to customer experience success is in utilizing technology that ensures CX levels are high, while meeting strategic operational goals. Customer experience is increasingly being spoken of as a cross-company initiative. Finding the Customer Experience Balance.

Customer Experience 88

Customer Experience Legal Finance CX 88

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. Some have barely started or are still in the early stages of development.

Customer Experience 52

Customer Experience CX B2B B2C 52

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Lynn Hunsaker.

Customer Experience 76

Customer Experience CX Customer Experience Management Legal 76

Steven Van Belleghem

NOVEMBER 30, 2020

Make no mistake, though, this is not just a legal or economical matter. Allowing these types of monopolies the power to act as they want and allow them the power to control so much data from so many channels has also a huge impact on the end-game of customer experience. It shows that even they cannot control their own power.

Customer Experience 98

Customer Experience Government Social Media AI 98

CX Journey

MAY 29, 2018

It was a lively discussion to kickoff the day, as we talked about customer experience, journey mapping, digital transformation, print, and, of course, fax machines! We covered a lot of territory as we discussed and deconstructed the hype around the latest disruptive technologies, citing real world and practical examples.

Customer Experience 50

Customer Experience CX Transformation Legal Government 50

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. Legal & Procurement.

VOC 82

VOC Legal CEM Pharmaceutical 82

Zendesk

JANUARY 18, 2024

As we continue to learn more about the impact of AI , businesses must keep transparency in AI top of mind, especially when it comes to the customer experience (CX). Being transparent about the data that drives AI models and their decisions will be a defining element in building and maintaining trust with customers.

AI 52

AI Artificial Intelligence Legal Machine Learning 52

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. 2) Macro Customer Experience Action.

Close the Loop 117

Close the Loop Customer Experience Customer Experience Management Sports 117

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Customer Experience 48

Customer Experience Net Promoter Score Engineering Legal 48

CSAT.AI

FEBRUARY 5, 2020

for customer experience and quality assurance, your new best friend. supports your agents with real time feedback enabling them to provide excellent customer experience. you are able to search for legal terms/litigious language, and flag those interactions. This is the new roaring twenties. Welcome to CSAT.AI

Customer Experience 52

Customer Experience Artificial Intelligence Sentiment Analysis Compliance 52

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

PeopleMetrics

JANUARY 19, 2018

If a pharmaceutical company is able to break down these walls and provide world-class patient services, they can make it easier for healthcare providers to create a great experience for their patients. The Future. The conversations vary, of course, based on each groups’ respective patient touch points.

Pharmaceutical 93

Pharmaceutical Healthcare Customer Experience Entertainment 93

Myra Golden Media

MARCH 22, 2021

“I realize it’s upsetting to hear that you’ll have to retake your exam and apply for a new license, particularly because you can’t legally operate without your license. There’s simply no way around this.”. The Department of Insurance will not renew any license that has lapsed or that has outstanding penalties.”.

Legal 133

Legal Customer Experience 133

Intercom, Inc.

AUGUST 17, 2020

The process is typically equated with language translation – which is one of its core components – but in practice, it spans to include factors such as the tone and voice of your content, product pricing and tax models, and the legal considerations for entering and operating in that market.

Legal 276

Legal Engineering Customer Experience 276

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. . What is legal? .

Legal 104

Legal Healthcare Innovation Customer Experience 104

ClearAction

NOVEMBER 26, 2017

Business-to-Business Customer Experience Strategy Lynn Hunsaker. Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here’s a way to help you invest wisely. No one is exempt from playing a critical role in customer experience excellence.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

Inside Customer Service

MARCH 4, 2021

Here are a few other terms used for BOH employees in different industries: Administrative employees Support staff Internal partners Why BOH employees need customer contact BOH employees impact the customer experience even though direct customer contact is rare. Someone you’ll never meet made that error.

E-commerce 163

E-commerce Legal Hospitality Hospitality 163

Customer Bliss

MAY 23, 2018

In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team.

Sports 78

Sports E-commerce Customer Experience Legal 78

The Customer Service Blog

APRIL 23, 2023

Amazon has long combated fake reviews on its platform and, in July, took legal action against the administrators of more than 10,000 Facebook groups. An Amazon official said "in the last few weeks" it had launched further legal action against more than 20 websites dealing in fake reviews.

Legal 52

Legal Government Technology Technology 52

Customer Bliss

AUGUST 31, 2017

Step 1: They got permission from the FAA to find a way to fly out the 500 or so passengers and work with the FAA on the security and legal nature of it. What Southwest did was good humanity, of course, but it was also great customer experience. When you can deliver that for customers (and be safe and legal!),

Legal 106

Legal CX Customer Experience 106

Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? Even though the article focuses on customer support agents, some – and arguably all – of these tips apply to any employee. accounting, legal services).

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Callminer

DECEMBER 11, 2018

The report also showed that some call centers are good at taking the heat out of the situation and send 42% of customers away satisfied. Without this understanding, self-service frustration and a negative customer experience will lead to increased customer churn. Listening is the key to customer success.

Legal 196

Legal Customer Experience 196

Callminer

JULY 30, 2018

In the case of suppliers this can include burning lots of time in having a complaint handled, defecting to another company, bad mouthing the supplier online and offline and in more extreme cases, pursuing legal avenues.”. By analysing every customer interaction, you will be able to identify and eliminate most if not all the sources of churn.

Legal 174

Legal Customer Experience 174

Fonolo

SEPTEMBER 28, 2022

The value is in the timing—customers will give the most accurate accounts of their service experiences shortly after they’ve happened. The surveys give contact centers valuable insight into agent performance, customer experience, and other factors that can inform CX strategy. Customer experience.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Zendesk

AUGUST 30, 2021

Do-not-reply accounts can save time for any customer-facing department, but they’re especially helpful for support reps. The one-way communication keeps their workloads manageable by not adding more customer inquiries to their queue. Cons: May dampen the customer experience + create legal issues.

Legal 98

Legal Invoicing CRM Customer Relationship Management 98

CommBox

OCTOBER 29, 2021

served as legal counsel to PSG, and Raz, Dlugin & Co. served as legal counsel to CommBox. Founded in 2013, CommBox revolutionizes customer communication with its AI-powered omnichannel solution. Yigal Arnon & Co. About CommBox. in one smart inbox.

Omnichannel 52

Omnichannel Legal Social Media AI 52