Callminer
SEPTEMBER 25, 2023
The “more with less” economy has driven AI adoption as organizations strive to optimize CX. Read this blog to get the details on the 2023 CallMiner CX Landscape Report.
Adrian Swinscoe
SEPTEMBER 29, 2023
Adrian points out that “CX should not be reduced […] The post What data skills can actually help CX Punk Rockers? This is a guest post by Akin Arikan, the author of Customer Experience Analytics and Multichannel Metrics. first appeared on Adrian Swinscoe.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CX Accelerator
NOVEMBER 11, 2022
In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. The 8 skills required by any CX team are: Strategy. But the strategy function within a CX team is also very much about the strategy’s implementation. Customer Journey Mapping.
Adrian Swinscoe
AUGUST 4, 2023
Managing the hand-over from bot to agent is like taking part […] The post Don’t drop the omni-channel baton and win the CX relay race first appeared on Adrian Swinscoe. This is a guest post from Jim Davies, (former) Chief Experience Officer (CXO) at Calabrio.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
She’ll explore how to pinpoint, measure, and attain benefits such as increased revenue per customer, call reduction, reduced attrition, referral growth, and reduced cost-to-serve through CX improvements, all while actively engaging your customers. Register today! October 19th, 2023 at 9:30am PDT, 12:30pm EDT, 5:30pm BST
Adrian Swinscoe
JANUARY 13, 2023
I recently attended Verint’s Engage EMEA event, where I enjoyed sharing a few ideas and talking with a bunch of CX leaders, professionals and experts about […]. Achieve both with Punk CX. The post Happy employees = happy customers. first appeared on Adrian Swinscoe.
Adrian Swinscoe
SEPTEMBER 27, 2023
Today’s interview is with Cathrine (Cathy) Jooste, President of the Business Process Outsourcing Division, and John Samuel, EVP and CTO, at CGS, a global provider of […] The post CX in the age of AI: A leading outsourcer’s perspective – Interview with Cathy Jooste and John Samuel of CGS first appeared on Adrian Swinscoe.
Advertisement
The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!
Advertiser: Vanilla Forums
How the CCO can improve CX and drive advocacy. How the CMO can improve CX and drive advocacy. Find out how collaboration can enhance the customer experience and drive business growth. Our eBook explains how, with topics like: Why should customer success and marketing leaders align? Download the ebook now!
Advertisement
Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!
Advertiser: Vanilla Forums
What do consumers expect when it comes to CX? Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the “want behind the want” by asking if customer expectations around CX align with community offerings. If customers perceive community as a solution to CX expectations.
Advertiser: Vanilla Forums
What do consumers expect when it comes to CX? We uncovered what customers expect from CX, and then turned their attention explicitly to community. The key topics we cover in this report are: What do Customers Expect from CX? Do Customers Perceive Community as a Solution to CX Expectations?
Advertiser: Vanilla Forums
Self-Service can be a polarizing topic. Many people think that self-service is a low-end experience and would much rather offer their customers “personalized attention.”. But those in the know understand that self-service is, in fact, a white glove offering.
Advertisement
Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. JUST RELEASED! Only 66% of customers agree.
Advertiser: Vanilla Forums
Why does your organization need to focus on building a great CX? Of the companies that have improved CX, how many do you think saw an increase in revenue? Download the eBook today to focus on building a great CX! An enormous 84% of them.
Expert insights. Personalized for you.
182 
Let's personalize your content