Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, ” Listen to the full episode & read the show notes » .

Customer Experience 109

Customer Experience Sports CX Technology 109

The Customer Service Blog

JUNE 11, 2022

We take it for granted that technology brings people closer together and improves our access to essential products and services. If you can’t imagine life without your smartphone, it’s easy to forget that people who can’t or don’t want to engage with the latest technology are being left behind.

Technology 52

Technology Technology Entertainment Sports 52

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. We remember our favorite sports leagues like the NFL, NBA, MLB, and NHL. QUI TAKEAWAY: Customer service is what you do for your customers.

CX 97

CX CXM Customer Journey Map Sports 97

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Fanatics is the world’s largest provider of officially licensed sports gear. Be Authentic and Inspire Your Team.

Sports 78

Sports E-commerce Customer Experience Legal 78

Steven Van Belleghem

DECEMBER 6, 2021

Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. We see more and more marketers adopting NFT (Non fungible tokens) technology to connect to their customers to drive engagement, loyalty and more. In the former social media era (Web 2.0)

CX 123

CX Customer Experience Non-Profits Social Media 123

Steven Van Belleghem

DECEMBER 9, 2020

Pre-COVID-19, the company had been working on a wearable to measure the distance between man and machine with very accurate ultrawide-band (UWB) technology in order to make industrial sites a lot safer. One of their initiatives was KeepMoving, which was at first a B2C-platform as an alternative for live sports events.

Customer Experience 98

Customer Experience Sports B2C Start-ups 98

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. Decathlon, a renowned sporting goods retailer, excels in this area. But how to do that? And how can you incorporate them?

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. Decathlon, a renowned sporting goods retailer, excels in this area. But how to do that? And how can you incorporate them?

Retail 52

Retail Customer Experience Sports Touchpoint 52

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. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Zendesk

DECEMBER 7, 2020

That’s on par with the global sports industry, the entire German construction market, and is roughly three times the value of the video game industry. When I joined BoxyCharm as vice president of customer experience, I quickly began asking for reporting and analytics from our platform provider. Reporting as a pain point.

Customer Experience 98

Customer Experience Omnichannel Sports Construction 98

Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. I have a terrific pulse on incorporating innovation into the contact center having implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! Today’s trends are tech-driven Today’s top customer service story is all about technology.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Customers That Stick

OCTOBER 16, 2014

Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? Tell us how one outside influence impacted your customer service or customer experience thinking. Paper < Plastic. Mac < PC.

Customer Experience 124

Customer Experience Social Media Contact Center Sports 124

ClearAction

NOVEMBER 4, 2020

Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Intentional Customer Experience as North Star.

Customer Experience 77

Customer Experience Invoicing Sports VOC 77

Steven Van Belleghem

DECEMBER 6, 2020

McDonald’s too has staged a week of free events aimed at giving consumers “a little lift” following the ongoing cancellation of sporting and entertainment venues due to Covid-19 in October of this year. The rise of emotive technology. The Zero Customer Experience.

E-commerce 98

E-commerce Customer Experience Social Media Entertainment 98

Fonolo

SEPTEMBER 13, 2018

As Lawrence Martin of the Globe and Mail writes: “In the context of its celebrated history, our national sport is clearly past its prime, clearly on the decline … Hockey’s heyday was the Cold War era, 1950 to 1990. It was then that … hockey became an identity sport, occupying a role in society much grander than that of a game.”.

Sports 83

Sports Gaming Contact Center Social Media 83

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

CX 129

CX Customer Experience Education Machine Learning 129

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

DECEMBER 19, 2014

Shared Vision is Essential for Customer Experience Strategy. Customer experience strategy is incomplete without shared vision. When it comes to customer experience , the first thing to agree upon is just who exactly is the customer? Related articles: Customer Experience Strategy: Do This, Not That.

Customer Experience 116

Customer Experience Sports Customer Experience Management CX 116

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Despite the allure of technologies , carpenters still need their toolkit: drill, hammer, saw, wrench, level, and so forth. Then say it. Then say it.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors.

CXM 71

CXM CX Sports Customer Experience Management 71

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. Improve customer experience by eliminating CX functional boundaries.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

ClearAction

MAY 16, 2016

Marketing Maturity Mobilizes Customer Experience Mojo. In sports skills , maturity matters because it puts your game at the top echelon of competition. Customer experience excellence depends to a great extent on marketing having its act together. Technology = Enterprise marketing management, portfolio management.

Customer Experience 54

Customer Experience Sports Predictive Analytics Gaming 54

Intercom, Inc.

SEPTEMBER 15, 2021

Al Ramadan had started a company called Quokka Sports back in the 1990s during the dot-com boom and I was a columnist for USA Today writing about technology. Basically, it was inventing the idea of sports on the internet and using data to help tell the story of sports, all this stuff that’s commonplace today.

Sports 205

Sports Start-ups CXM Innovation 205

Steven Van Belleghem

NOVEMBER 10, 2020

Their innovation allowed them to bypass one of the biggest problems of 21 st century telco’s: the dumb pipe syndrome, where the operator’s network is being used simply to transfer bytes between the customer’s device and the Internet, without ‘owning’ any data or really understanding their customers anymore. Fuji in Japan.

Healthcare 98

Healthcare Customer Experience Education Manufacturing 98

ClearAction

AUGUST 3, 2015

Are You a Customer Experience Action Hero? Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or your executives, as customer experience action heroes? So de-silo the action in your customer experience efforts!

Customer Experience 80

Customer Experience Customer Experience Management Sports Gaming 80

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? For retailers, customer experience more than the store and the people.

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature.

Customer Experience 63

Customer Experience Sports Government Customer Experience Management 63

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Stay tuned for part 2 of this article: Organizational Adoption of Customer Experience Excellence.

CXM 67

CXM Customer Experience VOC Sports 67

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

1 to 1

DECEMBER 31, 2014

As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I''m joining in with my lists of cheers and jeers in the customer experience world.

Customer Experience 51

Customer Experience Sports Customer Loyalty Technology 51

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 70

Customer Experience Net Promoter Score Sports Education 70

Totango

JULY 23, 2021

What makes a sports team successful? When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used. Who Makes Up a Customer Success Team? What Technology Does a CS Team Need?

Gaming 126

Gaming Sports Start-ups Technology 126

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Many times, these interactions surprised Messina.

AI 166

AI Social Media Artificial Intelligence CX 166

Intercom, Inc.

MARCH 23, 2022

We enable the most critical component of the modern customer journey – ongoing engagement – throughout the customer journey, from converting prospects to onboarding new customers, activating, providing support, and beyond. And yes, we’re sporting a refreshed look as well! Learn more about the Engagement OS.

Sports 220

Sports Business Growth Omnichannel Gaming 220

Aquire

DECEMBER 21, 2021

Since we specialize in customer experience, we made a list (and checked it twice) of New Year’s resolutions to consider to improve your customer service in the new year. In our personal lives, that could be learning a new language, playing a sport, or making origami frogs (true story). Upskilling : Learn something new.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Fonolo

NOVEMBER 29, 2022

Just as any great sports team is only as good as its coach, a call center team is only as good as its manager. If you focus on streamlining the processes you have in place to manage daily tasks, your contact center will run smoother, agents will be happier, customer experience will break records, and KPIs will dramatically improve.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126