Adrian Swinscoe

MAY 30, 2023

Mike joins me today to talk about how the […] The post Customer experience (CX) leaders will become the engagement quarterbacks of the future – Interview with Mike Murchison of Ada first appeared on Adrian Swinscoe. Today’s interview is with Mike Murchison, co-founder and CEO of Ada, a leading customer service automation provider.

CX 190

CX Customer Experience Customer Service 190

Adrian Swinscoe

JANUARY 6, 2023

Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong […]. The post Leadership lessons from the winner of the 2022 CX Leader of the Year – Interview with Maneesha Bhusal of JD.ID

CX 190

CX Customer Experience 190

Uniphore

DECEMBER 7, 2021

with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. But CX leaders can do more for customers beyond the transaction.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. All of this grows Customer Lifetime Value.

CX 62

CX Non-Profits Data Mining Start-ups 62

CX Network

APRIL 16, 2024

Freshworks and Forrester Consulting questioned 500 companies to find out what it takes to be a CX leader

CX 57

CX 57

Heart of the Customer

OCTOBER 6, 2021

This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. Last week, I covered B2C; next week I’ll address B2B2C leaders. The post 10 Questions for B2B CX Leaders appeared first on Heart of the Customer. I’ve talked with hundreds of […].

B2B 109

B2B CX B2C Customer Experience 109

Customer Think

FEBRUARY 21, 2023

I had the opportunity this last week to spend two days locked in a conference room with some of the smartest CX leaders I know. HoC hosts a CX Fellowship for a half-dozen advanced leaders, where we discuss challenges in their programs and co-develop so.

CX 69

CX Customer Experience 69

Heart of the Customer

OCTOBER 14, 2021

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. The post 10 Questions for B2B2C CX Leaders appeared first on Heart of the Customer. B2B2C experiences, such as those offered by […].

CX 109

CX B2C B2B Customer Experience 109

Experience Investigators

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! It’s understandable for CX leaders to want to address everything, everywhere, all at once. There are several common mistakes that I see CX teams make.

CX 90

CX Net Promoter Score Artificial Intelligence Invoicing 90

Heart of the Customer

SEPTEMBER 30, 2021

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. The post 10 Questions for B2C CX Leaders appeared first on Heart of the Customer. One thing I’ve notice over years of talking with […].

B2C 103

B2C CX B2B Customer Experience 103

Zendesk

OCTOBER 2, 2023

IT leaders have been responsible for keeping systems up to date and managing security issues. Half of IT leaders we surveyed say that they’re being asked to do more with fewer resources. With the last few years framed by both economic volatility and rapid changes in technology – namely in advancements in AI – priorities are shifting.

AI 76

AI CX Compliance Technology 76

Intercom

JANUARY 11, 2024

Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less. A profound transformation is underway in customer service.

Customer Service 86

Customer Service CX AI Start-ups 86

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.” “Uhh. Don’t be afraid to share personal stories and show how passionate you are about CX.

CX 282

CX Education Social Media Government 282

Adrian Swinscoe

FEBRUARY 10, 2022

Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and Digitisation […]. The post Leadership and life lessons from the winner of the 2021 CX Leader of the Year – Interview with Sri Safitri of Telkom Indonesia.

CX 190

CX Customer Experience 190

Execs In The Know

JANUARY 29, 2023

A relentless focus on exceeding customer experience (CX) is the founding principle behind everything CX leaders do. Kicking off on March 1, 2023, we’re taking CRS to Austin, Texas, to explore “Creating Moments That Matter” with our global community of CX leaders. Why does attending CRS matter more than you think?

CX 90

CX Hospitality Hospitality Actionable Insights 90

Steven Van Belleghem

MAY 24, 2021

Just like that, highly effective CX leaders are proactive: they don’t overly focus on the negative parts of CX that they cannot control. The top of that list features “Customer Obsession”, which they explain in a very Covey-ish manner: “Leaders start with the customer and work backwards.

CX 98

CX Start-ups AI Customer Expectations 98

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. Don’t be afraid to share personal stories and show how passionate you are about CX.

CX 208

CX Education Social Media Government 208

CX Network

MARCH 10, 2023

Annette Franz writes about five customer and workforce trends CX leaders need to be ahead on

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CX 94

Execs In The Know

MARCH 15, 2023

Fortunately, in partnership with ACT (Advanced Call Center Technologies), we have just released our CX Leaders Trends & Insights: 2022 Corporate Edition report which is aimed at empowering brands with the knowledge and insights needed to accomplish this. To surpass their expectations, you need to stay ahead of the game.

CX 52

CX Artificial Intelligence Touchpoint Customer Loyalty 52

CommBox

DECEMBER 20, 2022

Why CommBox is Highly Rated Across 14 CX Categories . We are honored to announce that CommBox has been recognized by G2 as a global leader in CX, thanks to our customers and the positive reviews we received. . See how CommBox stacks up against others in the G2 Crowd Top CX Vendors Report here. By Dayana Nevo, CMO.

CX 95

CX Machine Learning Engineering AI 95

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. Don’t be afraid to share personal stories and show how passionate you are about CX.

CX 182

CX Education Social Media Government 182

Heart of the Customer

NOVEMBER 18, 2021

I’m pretty sure I’m going to take some flak for my recommendations, but today I want to talk about what it takes to be a successful customer experience leader, and how to hire the right person for the role. The post A Wonkish Look at Hiring a CX Leader appeared first on Heart of the Customer.

CX 78

CX Customer Experience 78

Customer Think

OCTOBER 2, 2021

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here.

B2C 81

B2C CX B2B Customer Experience 81

Heart of the Customer

JUNE 18, 2020

The post The Myth of the Customer-Focused CX Leader appeared first on Heart of the Customer. During a break, I turned to Diane and said, “There’s something here. I’m not sure what it is, but something stands out as different.” […].

CX 107

CX Customer Experience Voice of the Customer 107

Execs In The Know

APRIL 26, 2023

Organizational transformation is a hot topic for CX leaders and business executives alike. Investing in organizational change can be one of the most rewarding investments any leader or executive can make – but it also presents unique risks and challenges. And that’s where organizational transformation comes in.

CX 98

CX Innovation Artificial Intelligence Gaming 98

Execs In The Know

MARCH 22, 2023

You can check out their perspectives below, or read and download the full CX Leaders Trends & Insights: 2022 Corporate Edition report here. So it is exciting to see that, for a majority of CX leaders, the shift to WFH over the last few years has been positive. Even pre-pandemic, I have been a big proponent of WFH.

CX 52

CX Contact Center Start-ups Education 52

Customer Think

OCTOBER 18, 2021

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chose.

CX 72

CX B2C B2B Customer Experience 72

Experience Investigators

JANUARY 18, 2023

Topics in This Video Include: 0:00 Overview 00:49 Greg Lisiewski – VP and GM of Global Pay Later, Shopping, and Rewards at PayPal 04:23 Returns 05:24 Building trust 07:04 Setting expectations 10:30 Providing the right options 11:48 The customer at the center of everything 13:04 Wrapping up The post Overlooked Moments for CX Leaders [Video] appeared (..)

CX 52

CX Finance 52

Steven Van Belleghem

OCTOBER 11, 2021

It makes perfect sense from a CX point of view, actually: it’s a real hassle to reserve a hotel somewhere, then book air travel, then look for a car to lease, then find a provider for your travel insurance when you have to move in different websites and apps. It’s an enhancer, as is the case with trip.com. Think like a superapp.

CX 113

CX Transportation Entertainment Education 113

Steven Van Belleghem

JUNE 27, 2023

There’s currently this shift happening, where bots are becoming better at mimicking humans and that’s an extremely fascinating domain for those of us working in CX. The post What CX leaders should know about artificial empathy appeared first on Steven Van Belleghem. Crises are not just difficult periods.

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CX Healthcare AI Construction 67

Zendesk

SEPTEMBER 12, 2023

That’s why building customer confidence in AI remains one of the biggest challenges facing CX leaders today. To close the trust gap with customers, leaders must ensure that any approach to AI implementation is done responsibly, transparently, and with purpose. Trust isn’t given, it’s earned. Bad reputations are hard to shake.

AI 52

AI CX Start-ups Technology 52

Customer Think

OCTOBER 8, 2021

This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered.

B2B 64

B2B CX B2C Customer Experience 64

CX Network

OCTOBER 24, 2023

Profiling 20 leading CX professionals from around the world who have brought an innovative and visionary approach to their role

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CX Innovation 120