Lumoa

APRIL 3, 2023

We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX. “B2B Customer Experience Agency was established in 2022 from my personal passion to support B2B companies in CX. I see CX as a Service.

B2B 83

B2B Customer Experience Voice of the Customer Government 83

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken’s Customer Service Blog. Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. Her blog offers a strong focus on the leadership part of cx. Doing CX Right. Check it here.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? Providing poor CX is incredibly expensive! Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers.

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CX Contact Center Start-ups Customer Experience 173

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer.

Contact Center 142

Contact Center CX Gaming AI 142

The DiJulius Group

AUGUST 29, 2022

After years of customer service consulting, i.e., partnering with clients to help improve their customer experience and internal culture, I have recognized that there are certain qualities one must possess to be a great CX project lead and reap the rewards. Read Full Article.

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CX Customer Service Customer Experience 111

Taylor Reach Group

JUNE 20, 2023

The merger of TRG with SKW The Taylor Reach Group is a globally recognized contact center and customer experience consulting firm, specializing in sourcing strategies, customer experience, customer service/support, and contact center assessments. It offers implementation, optimization, outsourcing advisory, and managed services.

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Contact Center CX Business Growth Customer Service 62

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? This led to a discussion in the CX Accelerator community about the best name for such a role.

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Contact Center CX Customer Service Engineering 228

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. ” — Shep Hyken , CS & CX Expert and NYT Bestselling Author at hyken.com. Bill Quiseng CX Expert, Speaker & Consultant. We had to listen to that.

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Contact Center NPS CX Customer Service 159

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Artificial Intelligence 59

Artificial Intelligence Contact Center AI Omnichannel 59

Lumoa

MAY 5, 2022

Customer Experience (CX) is far more than traditional customer service and marketing. The Benefits of a Customer Experience Strategy Customer Experience strategy gathers the threads and shows the way Five important steps for the development and implementation of CX CX in the crystal ball What is Customer Experience?

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Customer Experience Artificial Intelligence CXM E-commerce 110

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. 11:51 We discuss examples of how future AI-enabled CXs will have more proactivity than they do today. How can we help? Please tell us how we are doing!

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AI CX Management Consulting Education 88

Taylor Reach Group

JUNE 23, 2021

TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, having worked with many of the most successful brands in the marketplace. A global Contact Center, Call Center, and Customer Experience consulting firm.

E-commerce 120

E-commerce Sports Retail Contact Center 120

DMG Consulting

OCTOBER 2, 2023

The report defines generative AI and explores in-depth how contact centers and customer service organizations can utilize it to achieve their essential goals. Generative AI has the potential to transform contact centers and customer service departments as we know them today,” says Donna Fluss, President of DMG Consulting LLC. “It

Contact Center 59

Contact Center AI Customer Service Outlook 59

DMG Consulting

NOVEMBER 7, 2023

It also spotlights how workforce engagement management (WEM) components of contact center as a service (CCaaS) platforms provide essential solutions to meet escalating customer demands and engage and retain today’s workforce. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming year. Explore Contact Center Trends for 2021. Watch the full video on YouTube ?.

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Contact Center Customer Experience AI CX 142

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. “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. Executive Leader — Marketing, Strategy, Product, CX.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

DMG Consulting

SEPTEMBER 12, 2023

The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX). Real-time guidance solutions are transforming the CX and EX by empowering employees with in-the-moment guidance.

Contact Center 48

Contact Center Artificial Intelligence AI Innovation 48

Beyond Philosophy

JULY 16, 2022

Also, we did an episode recently called, Inflation is Going to Kill My CX , and that addresses some of the ways to respond to inflation in your experience. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. How can we help?

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Management Consulting CX Customer Experience 157

DMG Consulting

DECEMBER 4, 2023

At the same time, generative artificial intelligence (AI) captured the world’s attention, the cloud kept growing, technology improved, and companies made real efforts to enhance the customer experience (CX) and, to a lesser degree, the employee experience (EX). 2024 is going to be the year of AI and automation for the CX world.

AI 48

AI Artificial Intelligence Customer Experience Contact Center 48

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Technology AI 48

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. It includes a variety of factors like customer service interactions and surveys for personalization and user journey optimization. But the question arises – how to do it?

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

Zendesk

JUNE 5, 2023

We work with healthcare organizations to deliver CX in a way that allows them to meet their HIPAA compliance requirements. This includes offering conversational services across all channels such as web, mobile, and messaging–which is now HIPAA-enabled. Now healthcare providers can benefit from the same tools that make this possible.

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Healthcare Compliance CX Education 91

Experience Investigators

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. We’re also confronting CX blind spots regarding AI integration and the declining comfort customers feel around these tools.

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CX Government Manufacturing CX Transformation 52

DMG Consulting

JUNE 21, 2023

CCaaS vendors are leading the way with innovations driven by the needs of highly demanding enterprise clients striving to deliver a cost-effective and exceptional customer experience (CX) at scale. The fastest-growing CCaaS seat segments are omnichannel and digital. To order your copy of the Report, visit dmgconsult.com.

Contact Center 48

Contact Center Artificial Intelligence Innovation AI 48

Heart of the Customer

DECEMBER 2, 2021

My time as a CX practitioner (as opposed to a consultant) is a bit dated, in that I left that role more than a decade ago. That’s how I deliver best-in-class services to […]. The post Drive Your CX Strategy With Dashboards appeared first on Heart of the Customer.

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CX Voice of the Customer Customer Experience 78

DMG Consulting

JANUARY 17, 2023

DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. AI-enabled solutions to meet CX and EX expectations and demands. Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

Beyond Philosophy

AUGUST 27, 2022

The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Click here to learn more about Beyond Philosophy’s Suite of Services. The post The Myth of Experience appeared first on CX Consulting. Follow Colin on LinkedIn and Twitter. How can we help?

Management Consulting 141

Management Consulting CX Customer Experience 141

DMG Consulting

NOVEMBER 1, 2021

Question: What items should we focus on to improve our CX in 2022? Answer: Delivering an outstanding customer experience (CX) at all touchpoints in the customer journey requires the right blend of people, processes and technology. If you would like to contact DMG Consulting, please click here.

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CX Artificial Intelligence Contact Center Touchpoint 84

CSAT.AI

JUNE 14, 2023

Here are some customer experience memes I created based on stats to encourage raising your CX. 52% of customers will change providers after one negative impression (Zendesk CX Trends Report 2023) It doesn’t take much to turn customers away. Investing in quality CX and service is worth keeping the valuable customers you earned.

Customer Experience 69

Customer Experience Sentiment Analysis AI CX 69

Beyond Philosophy

JUNE 4, 2022

The post Is the move to self service better for your organization or the customer? appeared first on CX Consulting.

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CX Customer Experience 78

The DiJulius Group

DECEMBER 2, 2020

Customer Service Feature Story Want to transform your customer service? Do this first By Dave Murray, Senior Customer Service Consultant As a customer service consultant, I repeatedly get asked, “When wanting to substantially improve your company’s customer service, where is the best. Do this first.

Customer Service 92

Customer Service CX Customer Experience 92

Shep Hyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. 10 Customer Service Quotes to Inspire Your Team by Sage Johnson. (CH

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Customer Service Customer Loyalty B2C B2B 131

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. COPC: Call Center Consulting Training. More on COPC: Call Center Consulting Training ?.

Contact Center 147

Contact Center Start-ups Education Customer Satisfaction 147

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. Key Takeaways Authentic leadership is rooted in personal values and genuine service.

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CX Innovation Customer Experience Customer Service 52

Customer Think

AUGUST 16, 2023

Article source: [link] Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related […] But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out?

CX 52

CX Customer Loyalty Customer Experience 52

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Technology CX 62

Beyond Philosophy

MAY 25, 2022

14:21 We discuss the area of self-service and how some generational differences might drive the channels for future contact centers. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Click here to learn more about Beyond Philosophy’s Suite of Services.

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Contact Center Management Consulting Gaming Innovation 148