Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more. ” John DiJulius.

CX 97

CX CXM Customer Journey Map Education 97

Intercom, Inc.

FEBRUARY 25, 2021

Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. CX teams wear a lot of different hats – they have to be problem-solvers, project managers, good listeners, and excellent communicators. Empathizing with customers with Annette Franz , on Engati CX.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Kate Nasser

JANUARY 14, 2024

Kate Nasser, The People Skills Coach™ | CX The post Horrible Customer Experience & Patient Experience: Constant Causes | #CX appeared first on KateNasser.com. Persistent causes of horrible customer experience & patient experience & how to address them.

CX 61

CX Customer Experience Contact Center Customer Service 61

Kate Nasser

MAY 22, 2022

Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com. Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them.

CX 126

CX Customer Experience Sales Customer Service 126

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Join this webinar to understand how your contact center peers are cutting agent training and onboarding time by as much as 75%, while boosting agent performance, retention, and CX scores. Register Now.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

CX Accelerator

NOVEMBER 26, 2021

We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I'm extremely grateful for the CX community at large.

Hospitality 182

Hospitality Hospitality Healthcare CX 182

CX Accelerator

NOVEMBER 26, 2021

We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I'm extremely grateful for the CX community at large.

Hospitality 182

Hospitality Hospitality Healthcare CX 182

Heart of the Customer

JULY 7, 2020

During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count. But I think many CX professionals – myself included – could benefit from a reminder of just how much confidence […].

CX 174

CX Customer Experience 174

Kate Nasser

JUNE 25, 2023

Kate Nasser, The People Skills Coach™ Author, Leading Morale The post Sustaining Customers: Do Your Employees Think It’s Too Much Trouble? #CX CX appeared first on KateNasser.com. Leaders, Do your employees think it's too much trouble to sustain customers? Look for these actions.

CX 88

CX Customer Service Customer Experience 88

Uniphore

JULY 1, 2021

Findings reveal fundamental issues with how contact centers operate today , covering a wide range of knowledge management and workforce engagement management topics such as hiring, onboarding, training, quality management, performance management, and coaching. Expert Panel Reflects On Sad Social Media Rants to Reveal 7 Surprising CX Insights.

Social Media 218

Social Media Contact Center Customer Experience CX 218

Doing CX Right

MARCH 12, 2023

Cynthia James, Author, International Coach and TedX Speaker, explains why “Your Voice Matters” and tactics for speaking up to increase success in your business and life. The post The Art of Mastering Your Authentic Voice for Maximum Success appeared first on Doing CX Right.

CX 96

CX 96

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model. ” (silos!)

Sports 62

Sports CX Scorecard Touchpoint 62

Kate Nasser

OCTOBER 29, 2023

Real life examples from Kate Nasser, The People Skills Coach™ The post People Skills Blunders: When Ego Sinks You! | #PeopleSkills #CX appeared first on KateNasser.com. Your people skills blunders w/ others happen when your ego trips and sinks you.

CX 63

CX Customer Service Customer Experience 63

Kate Nasser

AUGUST 22, 2021

30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills appeared first on KateNasser.com. For customer service excellence avoid saying these crushing customer service replies.

Customer Service 126

Customer Service CX Contact Center Customer Experience 126

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience , Author, Coach, and Educator. Karen’s Bio: Principal of Co.-Design

CX 52

CX CXM Government Contact Center 52

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Finally, be sure to keep an eye out each day for the ,, #CXQOTD on Twitter or in the CX Accelerator community.

Social Media 345

Social Media VOC VOE Contact Center 345

Kate Nasser

JANUARY 30, 2022

by Kate Nasser, The People Skills Coach™. CX appeared first on KateNasser.com. Remove these obstacles of customer experience teams & sales associates & increase sales & loyalty. The post Customer Experience Teams & Sales Associates: Remove Their Obstacles! #CX

Sales 108

Sales Customer Experience CX Customer Service Sales 108

Futurelab

MARCH 20, 2022

These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. And how can CX leaders navigate this new terrain to reach new heights? The 2022 State of CX Report presents these findings. How do you get executive commitment?

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Fonolo

OCTOBER 27, 2020

Here’s how COVID-19 impacted contact centers — and the CX industry as a whole — as told by the experts: Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. That so many CX professionals have been able to incorporate this approach into their operations is impressive, to say the least.”.

Contact Center 147

Contact Center CX Innovation Technology 147

Kerry Bodine

NOVEMBER 28, 2022

Keep reading for four customer experience training and coaching offers to accelerate your CX and EX initiatives — and drive value for your organization — over the upcoming year. Save $200 on six months of group coaching. It ’s Cyber Monday, and that means savings! Use code CYBER500 at checkout.

Sales 9

Sales CX Customer Experience 9

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Contact Center 244

Contact Center Sports Social Media Start-ups 244

Zendesk

MAY 5, 2022

It comes down to leveraging a three-pronged approach of innovative CX analytics, QA data, and individualized agent coaching. Move beyond one-dimensional customer service metrics and embrace in-depth CX analytics. And depending on what you find, you may need to coach an agent after a call or take disciplinary action.

Customer Service 52

Customer Service CX Start-ups NPS 52

Execs In The Know

APRIL 29, 2022

Research shows that customer operations leaders in large organizations rely on an average of 175 SaaS applications to manage their CX workflows remotely. The session addressed and answered questions, such as: How can CX and operations leaders use data to improve their processes? How can you turn agent insights into quantifiable action?

CX 98

CX Actionable Insights Touchpoint Technology 98

Uniphore

JUNE 17, 2021

Why FCR Matters to CX. and the 7 Surprising CX Insights They Reveal. By giving your staff technology that works for, not against, them, you can… 3 Ways Call Center Coaching is Leading to Customer Churn. In fact, 63% of customers churn after a bad experience.*. What Your Call Center Agents Rant About on Social Media.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Kate Nasser

JULY 30, 2023

Kate Nasser, The People Skills Coach™ , Author of Leading Morale. The post Defensive Responses That Tell Customers They Don’t Matter #CX #PeopleSkills appeared first on KateNasser.com. These defensive responses to customers tell them they don't matter! Stop saying them. Service excellence, leadership, teamwork.

CX 52

CX Customer Service Customer Experience 52

Intercom, Inc.

MARCH 25, 2021

She’s been coaching business leaders for over 30 years, helping them build more customer-centric initiatives and create long-lasting, memorable relationships with their customers. For businesses to grow, they must rise above the constant stream of issues and deflection strategies and shift to a proactive CX approach.

CX 181

CX Start-ups Business Growth Engineering 181

Kate Nasser

JANUARY 24, 2021

True illustration fr Kate Nasser The People Skills Coach™. The post Tomorrow’s Sales Revenue Starts w/ Today’s Customer Service | #CX appeared first on KateNasser.com. If you want future sales revenue, start w/ providing great customer service today.

Sales 109

Sales Customer Service CX 109

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Zendesk

MARCH 20, 2024

Customer service quality assurance (QA) is a systematic process of evaluating customer interactions, identifying areas for improvement, and providing effective coaching to enhance the overall customer experience. You can provide a better CX and deliver good customer service by identifying and correcting these sub-optimal interactions.

Customer Service 52

Customer Service Net Promoter Score AI NPS 52

Zendesk

MARCH 7, 2024

WFO intertwines performance data, emerging technologies, and coaching to help employees, departments, and businesses operate at peak performance. Businesses can use WFO to optimize their operations, customer experience (CX) , and balance sheet simultaneously. On one side, a capable workforce is always available to meet consumer demand.

AI 52

AI Customer Satisfaction CX Construction 52

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. Still, the largest chunk (20%) sit in Information Technology (IT). Be wary of it.

CX 130

CX CX Transformation Government Start-ups 130

Fonolo

FEBRUARY 11, 2021

cx #cctr… Click To Tweet. Establish a comprehensive training & coaching program. To help them do their roles with confidence, train and coach agents regularly. That can be in the form of assigning coaches, a mentorship program, and even regular refreshers.

Start-ups 141

Start-ups CX Technology Technology 141

Kate Nasser

FEBRUARY 28, 2021

Insights from Kate Nasser, The People Skills Coach™. The post Best Customer Experience: Be Plentiful & Ready | #CX #CustServ appeared first on KateNasser.com. To deliver the best customer experience be plentiful & ready in these specific ways.

Customer Experience 98

Customer Experience CX Customer Service 98

Fonolo

NOVEMBER 3, 2020

“The first surprise was how many CX professionals got laid off at the outset of the pandemic – and then how quickly they were hired elsewhere. Keynote Speaker and Official Forbes Coach. CX & Customer Service Expert, Founder of ThinkCX. Executive Leader — Marketing, Strategy, Product, CX. ” — Annette Franz.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

Execs In The Know

JULY 6, 2021

Virtual Training and Coaching. Training and coaching in a virtual world require a special kind of finesse. Although many CX programs have revamped the tools and processes used to train new agents (as well as coach existing agents), there is still plenty of room for innovating and reinventing. Data Utilization.

CX 98

CX Innovation Customer Feedback Customer Experience 98

Doing CX Right

NOVEMBER 13, 2021

Dan Gingiss, CX author speaker and coach, explains how to authentically lead and intentionally create remarkable experiences so that customers become your best marketers. The post Your Role As An Experience Maker appeared first on Doing CX Right.

CX 72

CX 72

Customer Think

SEPTEMBER 16, 2023

The brand has a multi-faceted approach, tackling CX from many sides: from high-tech personalization and holistic lifestyle coaching to robust community building, radical inclusivity, and strategic […]

Sports 49

Sports CX Customer Experience Customer Loyalty 49