The CX Network guide to building emotional connections
CX Network
AUGUST 4, 2023
Because true loyalty is earned not bought, this CX Network guide showcases four ways to secure repeat business from your customer base
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Customer experience in the metaverse: A CX Network Guide
CX Network
MARCH 3, 2023
In this ultimate guide, CX Network presents the key facts and insights that will get it there. Many brands are looking to the metaverse to take their experiences – and customers – into the future.
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How Retailers Are Transforming Customer Experiences with Data & AI
Turn Payments Into Personalization: Unlock the Value of Transaction Data
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Getting the most out of customer data: A CX Network Guide?
CX Network
JULY 4, 2023
Assessing the current state of the data landscape and looking at how customer data, trust and technology intertwine
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What is omnichannel? A CX Network guide
CX Network
MARCH 29, 2023
Everything you need to know about omnichannel from the origins of channel diversity to building a seamless, connected experience in 2023
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The CX Network Guide to employee experience
CX Network
MARCH 3, 2023
Discover how the employee experience can be enhanced to drive CX metrics and attain business KPIs
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The CX Network guide to social shopping
CX Network
JUNE 13, 2023
Why social shopping is growing in popularity and how to get the most out of it
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Customer Surveys are Dead! Learn how AI will replace them with Maurice FitzGerald
ECXO
OCTOBER 5, 2023
Engage in meaningful conversations within the premier open-access CX Professional Business Network. During this presentation, participants will gain valuable insights about the Last Days of Surveys: Historical Context and Evolution of Measurement : Discover how AI revolutionizes Customer Experience (CX) productivity.
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Beyond Satisfaction: Key Takeaways from Tracy Sedlak’s CRS Tucson Keynote on Voice of the Customer
Execs In The Know
MARCH 31, 2024
During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership.
Social Media Study: Stress Hurts Call Center Employees and the Customer Experience
Uniphore
JULY 1, 2021
Rather than running another survey, Jacada sought to analyze conversations between contact center employees on social networks such as Facebook, Twitter, Reddit, and Quora. Jacada reports that contact center employees are increasingly resorting to social networks to both vent out and seek help from peers. Register Now.
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?? Celebrating CX Day Everyday: In the ECXO, Where Passion Meets Experience! ??
ECXO
SEPTEMBER 30, 2023
09(13) Celebrating CX Day Everyday: In the ECXO, Where Passion Meets Experience! Dear ECXO and Global CX Community, Every day is a chance to embrace and enhance the customer experience and the lifes of your employees. Let’s make every day a CX Day! Don’t miss out on this transformative journey! Who is Ilenia Vidili?
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Everything you need to know about customer loyalty in 2023: A CX Network Guide
CX Network
JANUARY 27, 2023
CX Network explains why customer loyalty should be at the heart of your business model
The AI-powered future of CX and EX is here—let us be your guide
Zendesk
FEBRUARY 27, 2024
An unforgettable personalized experience awaits you Expect to be wowed, moved, and inspired as our in-person event brings together thousands of senior business leaders, CX, EX, IT, and HR practitioners, Zendesk partners, analysts, and industry experts for three adrenaline-pumping days in Las Vegas.
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Designing a differentiated B2B experience – a 22 step challenge
ECXO
JUNE 11, 2023
CX design is no longer just about aesthetics. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. If you need to rethink your CX offer, or haven’t got started, time is not on your side. Business buyers have changed the way they behave and buy. How do they consume content?
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The True Cost of Employee Disengagement in the New Normal
Uniphore
AUGUST 6, 2021
Sheila McGee-Smith, Leading CX Industry Analyst – McGee-Smith Analytics, discusses the importance of curated knowledge. Without easily accessible, curated content to guide them, agents are largely left to fend for themselves on calls. Even more impressive are the solution’s impact on CX and EX. Drowning in Complexity.
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Elevating demand generation in your business
Zendesk
JANUARY 30, 2024
Forget about the age-old cold calls and impersonal ads—now it’s all about creating genuine connections, becoming a trusted resource, and guiding potential customers on a value-driven journey. Begin with a Strong Guide in the asset library within Partner Connect. So, making a good first impression is critical.
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What is Voice of the Customer (VoC)?
CX Network
OCTOBER 5, 2023
CX Network's guide to Voice of the Customer (VoC) programs
Why an emotional connection with customers will boost loyalty
CX Network
JUNE 21, 2023
Because true loyalty is earned not bought, this CX Network guide showcases four ways to secure repeat business from your customer base
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Webinar Spotlight: Creating Engaging Real-time Experiences to Enhance Your Customer Experience
ECXO
JUNE 7, 2023
Join us by subscribing to this exceptional webinar via the following Zoom link: [link] Additionally, we invite you to become a valued member of the open-access CX professional Business Network by clicking here: [link]. Michael Obermaier: The Head of CX Advisory Practice at SAS. Discover more about the ECXO at [link].
Welcome to the CX community: A 5-step guide for new members
Zendesk
MAY 25, 2022
I have been working in CX for six or seven years. But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. So if you’ve just dropped in on the CX scene, let me help you get up to speed.
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Leading Contact Center Conferences and Events
Fonolo
MAY 10, 2023
You can connect with old friends and expand your network by meeting new colleagues who share your passion for excellence. You’ll also have the chance to explore the latest features, services, and information technology from vendors and exhibitors, all aimed at helping guide your contact center to success in the future.
Special Guests
ECXO
AUGUST 2, 2023
He spoke about From CX to Distinctive Experiences in a presentation and Q&A session. He spoke about From CX to Distinctive Experiences in a presentation and Q&A session. ECXO is a CX professional business network with open access to become a member: [link]. Follow us on linkedin here: [link] So who Joe Pine is?
The CX Leadership Exchange Episode 4: Featuring AT&T’s Tatyana Ngai
Execs In The Know
JANUARY 15, 2024
In our latest episode of The CX Leadership Exchange , Tatyana Ngai from AT&T shares her remarkable 25-year journey within customer experience (CX) and telecommunications. As she leads strategic initiatives and transformation programs, she remains committed to guiding her teams and making decisions for the common good.
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Should You Stay or Should You Go? Reading the Signs and Leading CX Buy-In at Your Organization
CX Accelerator
SEPTEMBER 16, 2022
And although the most profitable and successful companies across every sector globally, are also the ones that have the highest CX scores, adoption is slow in many organizations. So, how do you know if it’s time to go or time to stand up strong and lead your organizational leaders toward CX buy-in? Recognizing the symptoms.
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The CX Leadership Exchange Episode 6: Featuring Alvin Stokes
Execs In The Know
FEBRUARY 12, 2024
In the latest episode of The CX Leadership Exchange , we had the privilege of sitting down with Alvin Stokes, a seasoned leader who has navigated the evolving landscape of customer experience (CX) with grace and authenticity. Integrating data into CX strategies is crucial for driving engagement and loyalty.
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The new dawn of Machine Learning
Intercom, Inc.
SEPTEMBER 9, 2022
In the past five years, we’ve seen neural network technology really take off into its own. Here are some of our favorite takeaways from the conversation: Neural networks have made significant headway in the past five years, and they’re now the best way to deal with unstructured data such as text, images, or sound at scale.
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Beyond Profit: The Ascendancy of Brand Purpose in B2B
ECXO
JUNE 20, 2023
CX is everywhere. Businesses want a seamless CX just as they do in their personal lives. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Define your brand purpose before you embed it into your CX and EX Why does your business exist?
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Acting Upon Customer Listening Culture Channels, featuring Tzachi Ben-Sasson, Head of VOC at Amdocs.
ECXO
MAY 25, 2023
And We invite you to join the open-access CX Professional Business Network ECXO by registering through our website. link] This event will provide a practical how to get things done from one of the top doers and experts in the world working in a $4.58B revenue global organization with over 31,000 employees in 85 countries.
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15 free trend reports from big brands to inspire your 2023 CX strategy
Steven Van Belleghem
JANUARY 10, 2023
The latest edition of Instagram’s Trend Report is “a data-driven guide to cultural and social trends as defined by Gen Z”. Meltwater’s marketing trends guide covers topics ranging from Instagram’s reels, AI content creation, marketing in the metaverse, the future or demographics and many more. Check the report here.
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The Role of Customer Experience in Telco
Lumoa
JULY 21, 2022
Therefore, leading networks need to focus heavily on the role of the customer journey and understand this model in order to consistently create a great experience. . Finally, we’ll share general steps to improve CX within your organization and discuss what the future holds for the telco customer journey in Europe. Company Reputation.
AI + IA = Great CX
DMG Consulting
NOVEMBER 30, 2023
AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. GPT-4 is a neural network machine learning model that uses NLP and natural language generation to understand and produce humanlike natural language text. The post AI + IA = Great CX appeared first on DMG Consulting.
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Execs In The Know Welcomes Esteemed Members to Its 2024 Corporate Advisory Board
Execs In The Know
JANUARY 10, 2024
PHOENIX, January 11, 2024 — Global customer experience (CX) industry leader Execs In The Know is proud to announce the appointment of two new distinguished customer experience leaders to its esteemed Corporate Advisory Board for 2024. There are also exclusive, laser-focused engagements like industry briefings and executive roundtables.
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5 Expert Tips for Leading a Global Contact Center
Execs In The Know
NOVEMBER 22, 2022
When you’re running multilingual operations or international business, oftentimes CX strategy and language become separated into two different work streams. With new ways of solving these challenges with technology, companies no longer need to compromise their CX strategies, and managing multilingual operations is now easier than ever.
What is a workforce manager? (+ How to become one)
Zendesk
DECEMBER 15, 2023
In this guide, we’ll explain the role of a workforce manager in detail and highlight how these leaders contribute to a successful workforce management (WFM) strategy. Grow a network: Make connections with your colleagues every step of the way. Start a free trial of Tymeshift today.
Execs In The Know Announces “Leading With Impact” — A New Initiative For Positive Change
Execs In The Know
JUNE 15, 2021
June 15, 2021 — Global customer experience (CX) industry leader Execs In The Know is pleased to announce the launch of a new, altruistic-minded initiative for its vast community of CX leaders and practitioners, as well as the wider industry. Learn more: CX Leaders Uniting Together For India. PHOENIX, Ariz.,
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What is AI transparency? A comprehensive guide
Zendesk
JANUARY 18, 2024
As we continue to learn more about the impact of AI , businesses must keep transparency in AI top of mind, especially when it comes to the customer experience (CX). More in this guide: Why is AI transparency important? It also details how systems process data, how they reach decisions, and any factors that influence those decisions.
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UX Metrics: Who, What, When, Where, and Why?
Futurelab
JANUARY 31, 2022
In this guide, we’ll outline various ways that UX can be measured – both attitudinally and behaviorally – and explain how to take action to improve the metrics. For example, User Experience Network defines it as: “The quality of the experience a person has when interacting with a specific design.” How does UX connect to DX/CX?
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The role of customer service during an economic downturn
Zendesk
NOVEMBER 14, 2022
So if we think we’re in or headed for a recession, then this guides our decision-making. IDC reports that “In 2025, 60 percent of infrastructure, security, data, and network offerings will require cloud-based control platforms that enable extensive automation and promise major reductions in ongoing operations costs.”. This matters.
Announcing Open Registration for Execs In The Know’s Fall 2021 Customer Response Summit, A Virtual Event Taking Place October 18–22, 2021
Execs In The Know
SEPTEMBER 14, 2021
September 14, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce the Customer Response Summit (CRS) , a virtual event taking place October 18–22, 2021. Furthermore, our agenda is shaping up to be one of the most exciting ever, with an agenda that takes aim as today’s toughest CX challenges.
How to Become a Customer Experience Manager
Fonolo
MARCH 28, 2023
If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX.
Execs In The Know Releases the 2023 CX Leaders Trends & Insights: Consumer Edition Report
Execs In The Know
SEPTEMBER 28, 2023
PHOENIX , September 28, 2023 — Global customer experience (CX) industry leader Execs In The Know is thrilled to announce the release of the 2023 CX Leaders Trends & Insights: Consumer Edition report. This year’s results show several positive and fundamental shifts within the CX industry.
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Experience management – why your EX is the stress test for your CX
ECXO
SEPTEMBER 19, 2023
It’s impossible to deliver a consistent, differentiated CX without investing in the experience of the people designing and delivering that experience. In simple terms your EX needs to align with your CX. In customer-centric companies everybody is guided by a single coherent CX vision that helps them achieve greatness.
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5 Reasons to Get CX Certified & University Recommendations
Doing CX Right
JULY 14, 2020
Given the increased focus, employees and leaders with CX skills are in great demand. While on the job training and reading books provide great learnings, getting CX certified from a formal university program can accelerate your career. 5 REASONS TO GET CX CERTIFIED FROM ANY THESE SCHOOLS: FLEXIBILIT Y & CONVENIENCE.
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Execs In The Know’s Signature CX Event, Customer Response Summit, Returns October 24-26 at the Legendary Hotel del Coronado
Execs In The Know
OCTOBER 16, 2022
PHOENIX, ARIZONA, US, OCTOBER 17, 2022 — Global customer experience (CX) industry leader Execs In The Know is thrilled to announce that its signature event, the Customer Response Summit (CRS), returns on October 24-26, 2022, in beautiful Coronado, California. It’s more than just a conference, it’s an experience.
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The essential Artificial Intelligence (AI) glossary for contact centres
Logicalware
JULY 26, 2023
Here are five benefits of AI in the contact centre: Enhanced CX: AI-powered virtual agents can provide instant, 24/7 support, reducing customer wait times and offering personalised responses, improving customer satisfaction. Bing search: Discover the wonders of Bing Search, Microsoft’s exceptional machine learning search tool.
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