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. Don’t be afraid to invest in technology to get the job done more effectively. Don’t be afraid to push through with change.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

CallCare

MAY 9, 2023

Integrating digital tools, embracing new technologies and making use of data-driven insights could be essential to achieving your goals. As technology advances, they expect faster, more consistent experiences with the companies they interact with. What is customer experience transformation?

Customer Experience 52

Customer Experience CX Transformation Omnichannel Innovation 52

CX Journey

FEBRUARY 14, 2018

If you believe that technology will solve people problems or that it's the fix for customer experience challenges, you're wrong; technology - any and all of it - is a tool to facilitate the customer experience, not to fix it. Why are customer experience transformation efforts failing? What do you think?

CX Transformation 46

CX Transformation CX Voice of the Customer Customer Experience 46

Confirmit

OCTOBER 9, 2017

In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Start narrow, not broadly: So often Customer Experience (CX) programs try to change the world overnight – and it takes a rare company to manage such a broad scope successfully.

Gaming 56

Gaming Technology Technology CX Transformation 56

Customer Bliss

JULY 26, 2018

Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado. 3 Steps to Initiating A CX Communication Strategy. CX transformation is not a one-time effort. But it's worth it! WilliamMChumley @OITColorado #CCO Click To Tweet.

Government 44

Government CX Transformation CX B2B 44

Beyond Philosophy

APRIL 21, 2021

His book addresses the other 94 percent and the necessary steps they should take for their CX Transformation. Here are few critical moments in the discussion: 05:56 We learn the secret to not getting stuck in a CX Transformation process and losing momentum. Please tell us how we are doing!

CX Transformation 78

CX Transformation Management Consulting CX Customer Experience 78

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. Stay tuned for more coverage on all things CRS Austin!

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Experience Investigators

JANUARY 30, 2024

This isn’t just a conversation about technology; it’s about humanizing the automated, ensuring accuracy, and strategically mapping the customer journey to adapt to this new frontier. We’re also confronting CX blind spots regarding AI integration and the declining comfort customers feel around these tools.

CX 52

CX Government Manufacturing CX Transformation 52

Confirmit

OCTOBER 9, 2017

In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Start narrow, not broadly: So often Customer Experience (CX) programs try to change the world overnight – and it takes a rare company to manage such a broad scope successfully.

Gaming 40

Gaming Technology Technology CX Transformation 40

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

Futurelab

MARCH 20, 2022

CX PROFESSIONALS RESIDE IN VARIOUS DEPARTMENTS The finding that CX professionals report to, or reside within, various departments wasn’t a surprise. Still, the largest chunk (20%) sit in Information Technology (IT). I’ve seen CX professionals reside in Marketing, Sales, and Support, but the finding of IT was new to me.

CX 130

CX CX Transformation Government Start-ups 130

ECXO

MAY 11, 2023

Invest in technology – implement technology solutions that support customer experience, such as customer relationship management (CRM) systems, chatbots, and self-service portals. Train and empower employees – provide training and resources that enable employees to deliver your brand of CX as your business matures.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

Execs In The Know

MAY 6, 2022

There are very few providers in the market today that can offer a workforce model that blends the power of global gig experts, in-house full-time associates, and CX transformation technology to offer flexible, scalable, and on-demand CX services.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

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

CX Journey

MAY 29, 2018

That's only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient's third virtual CX Transformation Day. It was a lively discussion to kickoff the day, as we talked about customer experience, journey mapping, digital transformation, print, and, of course, fax machines!

Customer Experience 50

Customer Experience CX Transformation Legal Government 50

Customer Bliss

FEBRUARY 23, 2018

This is a fundamental step; it’s absolutely critical when starting your CX transformation. Using technology to streamline transactions with customers is a big portion of employee training and sales floor operations. I also like Best Buy’s realistic approach to CX transformation.

CX Transformation 66

CX Transformation Retail Education Start-ups 66

SugarCRM

MARCH 17, 2022

Top industry experts consider CX transformation projects the primary fuel that drives business growth in the last 12 months. We stand out from the crowd through our commitment to delivering innovative technology that enables high-definition customer experiences (HD-CX).

CRM 52

CRM Artificial Intelligence Machine Learning Innovation 52

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. There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. Customers want you to know them.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Execs In The Know

OCTOBER 30, 2022

It’s hard to summarize the value of new connections, impromptu lunch table conversations, collaborative working sessions, and the sparks that fly with a unique gathering of international CX Leaders. How does your brand plan to use innovative technology to drive empathy and personalization for high-quality customer engagement?

Innovation 52

Innovation Artificial Intelligence AI CX 52

Customer Bliss

OCTOBER 17, 2018

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO.

CX 52

CX CX Transformation Gaming Start-ups 52

Execs In The Know

MARCH 25, 2022

There are very few providers in the market today that can offer a workforce model that blends the power of global gig experts, in-house full-time associates and CX transformation technology to offer flexible, scalable and on-demand CX services. Leverage a Partner that offers a Hybrid Workforce Model.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

Customers That Stick

NOVEMBER 10, 2014

Based on current technological trends, it seems unlikely that this trend will weaken with time. Getting Employee Buy-In for Your #CX Transformation - You’ve constructed the greatest customer experience. Thinking about omnichannel ideas has me pondering whether the next buzzword will be omnipresent ? Someone Was Listening.

Omnichannel 147

Omnichannel Construction CX Transformation Customer Service 147

Customer Bliss

MARCH 8, 2019

Mark’s B2B experience in technology and engineering have shown him that too many times, engineers and developers build products, only to be disappointed in the end when nobody uses them in the way it was intended. Lastly, Implement New Technology. Mark Bartlett, @fpx Click To Tweet. Start with the People, Then the Process.

B2B 55

B2B B2C Engineering CX Transformation 55

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

CX 89

CX CX Transformation Government Management Consulting 89

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. On the balance between technology and people. It’s not about technology vs people; it’s about useful vs not useful. On the demands of the hospitality industry.

CX 44

CX Hospitality Hospitality NPS 44

Lumoa

MAY 19, 2020

Once you get a better idea of their customer experience needs, you’ll be able to identify the right vendors and the appropriate technologies for your CX strategy. Without a CX strategy, Hart says that CX professionals often chase one customer fire after another. “A Present your case.

CX 103

CX CX Transformation Customer Experience Start-ups 103

Comm100

MAY 14, 2021

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. The first crucial tenet is effectiveness. To achieve this, agents need to feel empowered.

Customer Experience 59

Customer Experience Contact Center CX Transformation CX 59

Lumoa

OCTOBER 31, 2018

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 There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

1 to 1

DECEMBER 13, 2021

One without the other can lead to even the most cutting-edge tools failing to work together, or worse, the deployment of the wrong CX tools and technologies all together. 3 questions to ask during this step: What new technologies and processes need to be introduced to achieve your North Star vision?

CX 26

CX Customer Journey Map Customer Retention VOC 26

CX Journey

FEBRUARY 8, 2017

Image courtesy of Steve Bowbrick What do the first 90 days on the job look for a brand new CXO or VP of CX? Yesterday, I had the pleasure of co-keynoting GMC Software's CX Transformation Day virtual event with Scott Draeger of GMC Software. If you missed our conversation, you can f ind it on their site. And ask questions.

Education 50

Education CX Transformation Government CX 50

Customer Bliss

JULY 19, 2018

Before getting into the tactical action plan that she put together for Newegg, Sue shared some general CX transformation wisdom with us. Categorize the various factors that affect your CX and assess their statuses. Sue has been leading customer service and experience work for more than 3 decades, and she really knows her stuff!

CX Transformation 51

CX Transformation E-commerce CX Data Mining 51

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. Here are seven trends to keep an eye on.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

Execs In The Know

APRIL 22, 2024

There was a time when we thought CX technology was evolving steadily—but it turns out, it was actually quite stagnant until very recently. This rapid evolution means that the industry buzzword “transformation” is itself transforming. So what does it look like today and who are the brands achieving it?

Artificial Intelligence 98

Artificial Intelligence Machine Learning Innovation CX 98

SurveySensum

JULY 14, 2020

He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. Salman Sharif – FCXP (CX-II), CX Advisor, and EMEA at Forrester. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Execs In The Know

APRIL 8, 2022

Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience. CX Transformation Secret Revealed: The Hero Is Your Customer!

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Customer Bliss

OCTOBER 17, 2017

We also discuss the usefulness of automation around various technologies to free up time for more value-add tasks. This helped with the transition from a product-driven company to an experience-driven company, as the pre-existing silos were now under one roof. Some other major themes: Engaging employees as you also engage customers.

Net Promoter Score 23

Net Promoter Score Customer Experience NPS CX 23