Futurelab

DECEMBER 27, 2023

Thus, the CEOs start turning to their data-savvy employees with a new directive: “We need to improve our Customer Experience, and you seem to know what the customers want.” Surely, both CX and Voice of the Customer processes have a strong customer survey element to them.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Create a CX journey for your employees The best success with onboarding happens with careful planning and thought about the steps required for new employees to be successful.

CX 296

CX Voice of the Customer Start-ups Contact Center 296

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Experience Investigators

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. It’s part of their internal communications and employee engagement rhythm.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

CSAT.AI

NOVEMBER 2, 2022

No longer silently taking poor treatment, employees and customers pushed back: employees via the Great Resignation, and customers with changing brand loyalty. These events inspired a shift in key CX and EX KPI trends as companies struggle to manage shifting expectations on both sides. The Rise of CX and EX Together.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. 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

Execs In The Know

FEBRUARY 6, 2024

In today’s fast-evolving business landscape, the emergence of the experience economy and digital transformation has significantly altered how organizations interact with their customers and employees. The Critical Role of CX Leaders CX leaders are uniquely positioned to drive the TX initiative.

CX 102

CX Business Growth Technology Technology 102

C3Centricity

FEBRUARY 27, 2024

Reduced Resistance : Atomic changes are met with less resistance from employees since they are usually less dramatic. A Gartner survey found that employees’ willingness to support enterprise change fell from 74% in 2016 to just 43% in 2022. So clearly atomic changes are the way to go.

E-commerce 90

E-commerce Retail Innovation CX 90

Experience Investigators

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

Steven Van Belleghem

JANUARY 17, 2023

Here you’ll find useful CX insights from someone with a 20-year background as a marketing and customer experience leader at McDonald’s, Discover, Humana, and two B2B’s. His work at Salesforce focuses on exploring digital transformation, innovation and disruption, CX, commerce, and the cognitive enterprise. Doing CX Right.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Does that mean the quest for improved CX isn’t worthwhile?

CX Transformation 99

CX Transformation CX VOE AI 99

Uniphore

JANUARY 21, 2022

In other words, better CX can improve patient retention. For healthcare CX providers considering implementing conversational automation, prioritizing your goals and use cases is an essential first step. In fact, research shows that more than 70 percent of members believe shorter hold times would improve their engagement.*

Healthcare 147

Healthcare Net Promoter Score CX Artificial Intelligence 147

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. It turns out employees weren’t quitting work altogether. That will be a major focus in 2023 (and beyond).

Customer Experience 120

Customer Experience AI Outlook CX 120

Execs In The Know

MARCH 21, 2023

Shannon Patterson, SVP of Customer Engagement Centers at Marriott International, took center stage at Customer Response Summit (CRS) in Austin to address what it means to engage associates and how that translates to seamless guest experiences, happier customers, and brand loyalty. More specifically, the employees do.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

ClearAction

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job. Who depends upon whom?

Government 71

Government CX Start-ups Customer Experience 71

Bill Quiseng

FEBRUARY 7, 2024

Welcome to CX 101. And the job of employees is to serve to satisfy the customer. Ideally, all of you will be enthused and energized to engage customers, not just to satisfy, but to WOW them. customerservice #customerexperience #custserv #custexp #cx It’s an elective for the B2B or the online/digital industry.

CX 78

CX B2C Hospitality Hospitality 78

ECXO

JUNE 20, 2023

CX is everywhere. Businesses want a seamless CX just as they do in their personal lives. It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX.

B2B 122

B2B Innovation CX Education 122

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Steven Van Belleghem

NOVEMBER 22, 2021

Step 1: Create an engaging vision. At the heart of any successful strategy lies a powerful yet tangible vision, and that’s no different with anything CX-related. As stated above, “putting the customer at the center” is not specific enough to be able to enthuse and engage your employees. There’s no secret ingredient.

Customer Experience 117

Customer Experience Gambling CX NPS 117

Shep Hyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). But what about the employees’ needs? But employees do care.

Customer Experience 116

Customer Experience AI CX Technology 116

Intercom, Inc.

OCTOBER 22, 2020

According to Nate Brown , the companies that move from reactive customer service to a more holistic, proactive customer experience (CX) approach will be the ones that ultimately survive and thrive. Taking a holistic approach to CX. Employee experience. Employees are, after all, your internal customers.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

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. Key CX Outsourcing Considerations In a recent discussion with our community of CX leaders, they shared their insights and concerns regarding CX outsourcing.

CX 85

CX Compliance Artificial Intelligence AI 85

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The fifth sin, dear reader, is neglecting employee experience.

Customer Experience 95

Customer Experience Net Promoter Score VOC Innovation 95

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Employee Engagement and Satisfaction Happy employees often lead to happy customers.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. Have you ever gone to a website and couldn’t find the number to call?

Contact Center 126

Contact Center CX NPS Start-ups 126

Bill Quiseng

MARCH 15, 2023

You hire an employee. At some point, before employees start or while they begin working, they may think that you could be a top-down, one-way, “I know everything, you know nothing” command-and-control dictator. Employees don’t seek B2B or B2C companies. They engage in companies that are H2H. Communicate.

B2C 88

B2C B2B Education CX 88

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. However, only a third of CX managers say their Voice of Customer is “good” or “very good” at making changes to the business. It makes no sense that a CX effort is a bad customer experience itself.

CX 62

CX Customer Survey Start-ups Voice of the Customer 62

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience. And the job of employees is to serve to satisfy the customer. NEXT WEEK: Now is the time for a CX Revolution!

CX 97

CX CXM Education Social Media 97

ClearAction

MAY 25, 2023

Everyone says “quick wins are your best route to CX success” Bah! Here’s how: Take 1 prevailing CX issue: how much is it costing you in service (totality), remedies, escalations, churn, and trust? We did this at Applied Materials, a semiconductor equipment maker, when I led CX companywide.

Customer Experience 118

Customer Experience CX Sales 118

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like?

CX 64

CX Technology Technology Construction 64

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

Education 52

Education Government CX B2B 52

Beyond Philosophy

MAY 15, 2023

How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times? I recently conducted a really interesting webinar with Verint where we looked at the 3rd year of some significant research they undertake called the Engagement Capacity Gap. The new research reveals two distinct groups.

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78