Customer Bliss
DECEMBER 6, 2018
In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Alvin and his team conducted some internal research to understand what the agents, field service technicians, and retail teams felt would best illustrate the story.
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. Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement.
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Customer Bliss
FEBRUARY 23, 2018
In an article recently featured in Retail Drive, “ Why Best Buy is Investing in Employees ,” Corinne Ruff shares how Best Buy’s determination to invest in its employees is driving growth and success for the company. This is a fundamental step; it’s absolutely critical when starting your CX transformation.
Customer Bliss
MAY 17, 2016
Half his team is on the digital side — back-end digital platforms and brand communication portals, as well as retail digital activities (dealer websites, numbering about 285 in the U.S.), .” In 2012, Audi actually did a 10-city tour focused on the customer experience, visiting both Audi employees and dealerships.
Customer Bliss
JANUARY 12, 2018
With all of the various parts of CX transformation, you’ve got to focus on a big initiative that you can rally your whole team behind. She explains that this was such an important part of the journey because the finance team was able to help them prove different solutions that would positively impact the bottom line.
Customer Bliss
MARCH 22, 2018
As the going gets rough and you’re in the trenches with CX transformation, this list will be a friendly reminder with advice to help keep your head in the game. Transforming CX in Financial Services, with Claudiu Coltea. When leading CX work, putting the spotlight on others truly changes everything.
Qualtrics
JUNE 20, 2019
There are more than 11,500 Post Office branches around the UK, making it the country’s largest retail network. The person in charge is James Scutt, a former chef who’s bringing some of the lessons learned in the kitchen to bear on Post Office’s nationwide CX transformation. On the demands of the hospitality industry.
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