Execs In The Know

APRIL 8, 2024

The State of Transformation When asking the participants to consider how mature their business’ service delivery models are today (as defined by a set of characteristics provided), nearly two thirds said they resided in the “Emerging Explorer” category, which sits in the upper-lower half of our maturity model framework.

CX 52

CX CX Transformation Technology Technology 52

Experience Investigators

JANUARY 30, 2024

Reflect on the executive order that’s shaking up agency status quos and the newfound trust blooming between citizens and their government. About Michelle Morris: Michelle Morris is the Associate Director of CX Transformation at Verizon Connect. Manager of Contact Center Sales for Verizon Business. Michelle holds 6 U.S.

CX 52

CX Government Manufacturing CX Transformation 52

Experience Investigators

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Executives want to see a clear link between CX initiatives and financial goals. And that leads to more retained revenue.)

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Customer Bliss

JULY 26, 2018

William sought out his direct peers across the agencies he works with and formed a cross-state team to hold monthly meet-ups to discuss items on their agendas. When first starting in your new #CX leadership position, form supportive partnerships. CX #CustExp Click To Tweet. #CX CX #CustExp Click To Tweet.

Government 44

Government CX Transformation CX B2B 44

CX Journey

NOVEMBER 15, 2016

Start with understanding where the company needs to go Yogi Berra was the one who said: If you don't know where you are going, you'll end up someplace else. If anyone knows about executive commitment, it's Ingrid; in this paper , she writes about seven key steps for customer experience leaders to take to gain senior management buy-in.

CX Transformation 71

CX Transformation CX Start-ups Customer Experience 71

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. and Europe. Target , Barnes & Noble , and more!

CX 130

CX CX Transformation Government Start-ups 130

ECXO

MAY 11, 2023

They know that CX maturity is not an end game. But, as we discussed in a recent post, there is still work to do in Europe to improve CX maturity and transition to customer-centric models. Some countries have barely started or are still in the early stages of development. When was the last time you ran a CX maturity assessment?

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

Customer Bliss

DECEMBER 21, 2017

Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit actions that they can take to show their commitment to CX transformation. When you improve the lives of your customers and put them first, that’s when you’ll start to see growth.

Customer Experience 66

Customer Experience CX Transformation Start-ups CX 66

SurveySensum

SEPTEMBER 14, 2020

Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. . Which is why Digital CX Transformation is required. The businesses that were in the digital CX transformation phase have fast-forwarded their progress.

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59

Customer Bliss

APRIL 12, 2019

Monica shares that she found her purpose doing customer experience work, and after creating a new customer-driven culture in her prior position at JEA (an electric utility company), she was looking forward to leading a CX transition from the ground up. 3-Stage Approach to A New CX Transformation.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Customer Bliss

FEBRUARY 23, 2018

High turnover is a major problem in retail (the average turnover rate is about 60% according to National Retail Federation ), and hiring/training ends up being costly. Best Buy wanted to understand how to improve the employee experience, and started looking within. I also like Best Buy’s realistic approach to CX transformation.

CX Transformation 66

CX Transformation Retail Education Start-ups 66

Execs In The Know

MARCH 25, 2022

Rather than attempting to perfect current prediction models, CX leaders should seek an alternative workforce strategy to deliver the flexibility and scale they need to achieve true business continuity and deliver greater service results. Understanding the gaps in your current support model.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

CX Journey

SEPTEMBER 5, 2017

Customer experience is such an important topic today that we wanted to come up with a way to continue to keep it front and center. A CX transformation is a lot of heavy lifting! How do we reduce the effort for CX professionals? Think about your CX transformation. We will start with introductions.

CX 45

CX CX Transformation Education Start-ups 45

Customer Bliss

OCTOBER 17, 2018

He started by methodically gathering customer feedback that he could share with the C-Suite. While gauging her CEO’s expectations, Isabella also ensured that her CEO understood that the CX transformation would not be a one year job — but he was patient and gave her the time she needed.

CX 52

CX CX Transformation Gaming Start-ups 52

Execs In The Know

OCTOBER 30, 2022

During the pandemic, when other banks and credit unions were closed, their drive-up Teller Plus+ stations were able to serve members in ways that others could not. When asked the question “What keeps you up at night?” Getting started with GigCX, and getting a glimpse into what the future holds. What We Learned. What We Learned.

Innovation 52

Innovation Artificial Intelligence AI CX 52

CX Journey

NOVEMBER 8, 2018

It's nice to see that this topic is finally starting to get a bit more attention. We started off touching on the 10 commandments of customer experience and the 7 deadly sins of customer experience - and why I make these religious references! I constantly remind our employees to be afraid, to wake up every morning terrified.

CX Transformation 34

CX Transformation Start-ups CX Customer Experience 34

Lumoa

MAY 19, 2020

In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Here, you might consider starting by meeting with important stakeholders across your organization. Define the opportunity. Create an implementation plan.

CX 103

CX CX Transformation Customer Experience Start-ups 103

CX Journey

SEPTEMBER 19, 2017

Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day. It's OK to start with a future state map. You can't transform something you don't understand. Start with today and then work toward tomorrow.If Definitely not. you don't know what's wrong, how can you make it right?

CX Transformation 48

CX Transformation Finance Start-ups Touchpoint 48

PeopleMetrics

NOVEMBER 1, 2022

Improving your bank’s CX is necessary for staying competitive, as reports show that 70% of financial service companies are investing in CX transformation. Financial organizations that have completed a CX project have seen noted improvements in their customer ratings and revenue. Targeted marketing.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. Start experimenting, build your hypothesis, fail fast and learn – and start all over again. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Customer Bliss

MARCH 8, 2019

He explains that he and his team had to spend time looking at the ways their customers interpret FPX technology before they even start using the features and functions of the console. Start with the People, Then the Process. Mark explains that his ideology to improving the organization’s CX was to focus on a customer-end approach.

B2B 55

B2B B2C Engineering CX Transformation 55

Comm100

MAY 14, 2021

Many of us, myself included, started our contact center careers that way. In Forrester’s latest 2021 report, ‘The ROI of CX Transformation’ report , they break down the three key tenets that create a positive customer experience, and how each of these can be delivered through a positive agent experience.

Customer Experience 59

Customer Experience Contact Center CX Transformation CX 59

Customer Bliss

JANUARY 4, 2019

I’ve got a lot of great interviews coming up that I can’t wait to share with you! Make Your Transformation Plan Palatable to Your Teams. When Alan developed his action plan, he ended up with about 25 projects to improve the patient experience. CustomerExperience #CX Click To Tweet.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

CX Journey

OCTOBER 5, 2015

She must be the first one to step up and say that the customer is going to be the priority for the comp any. This means that, as a CX professional, you know you need to start by building the bu siness case and earning your CEO's commitment. I'll go one step further and call out your CEO. Need some help getting that commi tment

CX Transformation 68

CX Transformation Government CX Start-ups 68

Customer Bliss

MARCH 28, 2018

Whether you’ve been doing this work for years or are just starting, listening and gaining feedback has to be an ongoing part of the process. The CX leaders who have been guests on my podcast, always stress the importance of maintaining relationships with internal and external stakeholders in order to advance the work.

B2B 68

B2B CX Net Promoter Score Start-ups 68

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.

Finance 51

Finance CX CX Transformation Healthcare 51

Qualtrics

JUNE 20, 2019

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. So that’s where my CX journey started – in an industry where things were always on a knife edge. On the demands of the hospitality industry.

CX 44

CX Hospitality Hospitality NPS 44

Customer Bliss

DECEMBER 14, 2018

Amanda shares that even though Microsoft still holds on to its entrepreneurial spirit, which it has to, in order to come up with new and innovative ideas, the company has definitely had to adapt and compete for customers due to competitive pressures. Implementing CX Beyond the Local Level .

CX 48

CX CX Transformation Voice of the Customer Engineering 48

CX Journey

APRIL 24, 2015

First, though, McKinsey lists the following as the five stages of a transformation and notes that companies who take action at all five of these stages have a higher (72%) success rate than those who don't. The actions are listed in the order in which they impact transformational success.)

CX 69

CX CX Transformation Education Start-ups 69

Customer Bliss

MARCH 8, 2018

In this episode, Charlotte and I talk about how she united the C-Suite and other departments within Sure International to implement a customer experience program, and how her background in customer service and experience helped her be the transformative leader she is today. Listen to the Customer and Bring Internal Teams Together.

Customer Experience 40

Customer Experience Customer Journey Map Net Promoter Score CX 40

Customer Bliss

AUGUST 16, 2018

CX #CustExp Click To Tweet. Before Yellowfin, Lee began his career at a software company call center, working his way up to team lead, manager, then a VP to handle client success. Lee engaged the CEO and middle management once he began the CX transformation process. Determine Your Company’s Power Core.

Customer Experience 44

Customer Experience B2B CX CX Transformation 44

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Customer Bliss

DECEMBER 6, 2016

Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Don’t give up! Episode Overview. Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months.

Hospitality 48

Hospitality Hospitality Customer Experience Start-ups 48

Customer Bliss

DECEMBER 6, 2016

Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Don’t give up! Episode Overview. Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months.

Hospitality 47

Hospitality Hospitality Customer Experience Start-ups 47

Customer Bliss

OCTOBER 17, 2017

Comcast has become a big name in the CX space in recent years for some of the work they’ve done around customer growth, and I think Charlie ended up being a great guest. We also discuss the usefulness of automation around various technologies to free up time for more value-add tasks. It’s worth it in the CX space.

Net Promoter Score 23

Net Promoter Score Customer Experience NPS CX 23

Lumoa

FEBRUARY 9, 2023

Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Why is NPS ® going up or down?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178