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FEBRUARY 1, 2024

Customer Contact Week (CCW) Austin, an event series dedicated to elevating professionals within the customer service industry, successfully concluded on January 25th in Austin, Texas. The event centered its focus on the transformative role of artificial intelligence (AI) in shaping the customer experience (CX) landscape.

AI 26

AI Artificial Intelligence Innovation CX 26

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Outside In: The Power of Putting Customers at the Center of Your Business”.

Customer Experience 117

Customer Experience Retail Gaming B2C 117

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

CX 89

CX CX Transformation Government Management Consulting 89

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Chip Bell

JULY 16, 2019

But, the unloved customer wants all that…plus they desire an experience that is all about them personally. One wants to be amazed; the other to be adored.

Education 55

Education Age of the Customer Customer Experience Innovation 55

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MARCH 22, 2021

Check out our podcast, “CX and COVID-19: Vaccine Strategies that Work” for more information about CX and vaccine management. And just to give you a sense, probably about four weeks ago now we worked with a point of distribution within the State of Texas for example, that happened to be a pharmacy in this case.

Hospitality 26

Hospitality Hospitality Healthcare Government 26

CX Journey

APRIL 28, 2016

Don’t take it personally Square Cow Movers is a small, family-owned moving company based in central Texas with four locations. They handle long-distance and commercial moves, but the company’s core service is local residential moves, according to managing partner Wade Lombard. As a small operator, haters hit Lombard hard.

Customer Feedback 37

Customer Feedback Start-ups Gaming Education 37

CX Journey

MARCH 31, 2016

Josh Stern is CEO of Reality Based Group , based in Austin, Texas. Founded in 1992, RBG is the premier customer experience management company installing programs that deliver actionable training and development to increase revenue, sales conversions, and improve customer service throughout organizations.

Mystery Shopping 39

Mystery Shopping Actionable Insights Customer Survey Customer Retention 39

CX Journey

AUGUST 22, 2018

Image courtesy of Adam Toporek How do you deliver a Hero-Class® experience for your customers? Adam Toporek , who I'm proud to not only refer to as a customer service expert but also as a friend, took some time out of his busy schedule to answer some questions for me. What does it mean to be your customer’s hero?

Contact Center 27

Contact Center Retail Customer Service Customer Experience 27