Execs In The Know

NOVEMBER 6, 2022

As you’ve probably seen in our Day One recap of Customer Response Summit (CRS) Coronado, our Summits are one-of-a-kind, can’t-miss events that are filled with education, inspiration, and celebration! CRS Coronado gave CX Leaders and their teams a taste of what it’s like to deliver unrivaled, legendary customer experiences.

Hospitality 98

Hospitality Hospitality Innovation Start-ups 98

Execs In The Know

FEBRUARY 5, 2024

Small/Mid-Sized Companies are Redefining CX and EX Expectations The spotlight is on smaller and mid-sized BPO companies setting new benchmarks for Customer Experience (CX) and Employee Experience (EX) excellence by focusing on the human in a customer and employee.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

Customer Bliss

NOVEMBER 6, 2018

Jude Children’s Research Hospital which I visited a few weeks ago. Bring in people with this expertise into your team, or barring that, educate your team on those skills so they can integrate those practices into your approach. Jude Children’s Research Hospital. CustExp #CX Click To Tweet.

Hospitality 76

Hospitality Hospitality Non-Profits Direct Marketing 76

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Tuesday, June 25 2:15 – 4:45 p.m Master-class Level Workshop. in the Montego AF Room of the Mirage Event Center.

Hospitality 140

Hospitality Hospitality Contact Center AI 140

ECXO

JUNE 11, 2023

CX design is no longer just about aesthetics. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. If you need to rethink your CX offer, or haven’t got started, time is not on your side. Business buyers have changed the way they behave and buy. How do they consume content?

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Denis Drossart, #Selina #CX #CustomerExperience Click To Tweet .

Hospitality 78

Hospitality Hospitality Customer Experience Start-ups 78

Customer Bliss

SEPTEMBER 19, 2019

How do you lead an organization’s CX when there’s no blueprint for you to follow? In today’s episode, Lisa Allen , the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology to change the way the organization addresses patient experience.

Hospitality 54

Hospitality Hospitality Healthcare CX 54

Shep Hyken

NOVEMBER 8, 2021

The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. by Jon Picoult.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Differences in CX understanding, capabilities, style, and approaches do so too. How does CX maturity stack up? The CX divide – what sets countries apart?

Customer Experience 52

Customer Experience CX B2B B2C 52

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling. April: When I joined woom Bikes, the U.S.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

1 to 1

DECEMBER 18, 2020

The COVID-19 effect Prior to the pandemic, Zak Normandin, founder and CEO of Iris Nova, the parent company of organic beverage brand Dirty Lemon , had a bustling wholesale business selling to hospitality and food services companies—many of which are now struggling to stay open. COVID has forced me to regroup and refocus.”.

Innovation 32

Innovation E-commerce CX Outlook 32

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Confirmit

MARCH 22, 2020

While we cannot do much to help you secure such household goods, we can help you navigate the confusing waters of Customer Experience (CX) during times of crisis. In the past few days, we’ve been getting a lot of questions from our clients on best CX practices in light of Covid-19. Your Questions Explored.

Customer Experience 52

Customer Experience B2C Hospitality Hospitality 52

Qualtrics

AUGUST 20, 2021

We asked a panel of experts for their advice on managing the new challenges of CX for B2B. Hear more answers to the biggest CX for B2B questions: Watch the full webinar on-demand now. I get asked all the time, ‘what does successful CX do? “I I get asked all the time, ‘what does successful CX do? And beyond that?

B2B 26

B2B CX NPS Hospitality 26

Qualtrics

JULY 17, 2019

The link between employee experience (EX) and customer experience (CX) has been well documented, 1 including a study by the XM Institute that found CX leaders consistently demonstrate better EX results too. Create a joint team focused on CX and EX. Start with meeting employees’ needs. Put your employees in customers’ shoes.

CX 29

CX Customer Experience Close the Loop Hospitality 29

Zendesk

MAY 17, 2022

Regardless of industry, customer satisfaction score (CSAT) is one of the most popular metrics for gauging how consumers feel about the customer experience (CX). According to our CX Trends Report, 73 percent of business leaders say there’s a direct link between customer service and financial performance. Here’s why.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Customer Bliss

FEBRUARY 19, 2019

Every year, sick kids in children’s hospitals around the world rush from their hospital beds and exam rooms to high-five the superhero window washers, making their way down the building in front of their very eyes. Then these superhero men and women meet with the kids and give them a memory they soon won’t forget.

Hospitality 83

Hospitality Hospitality Start-ups Education 83

Beyond Philosophy

NOVEMBER 25, 2021

They sold complicated systems to hospitals. Each had a different role in the hospital, which affected what was important to them. So, would it help to educate your customers a little bit before they start making evaluations and decisions? Decision-makers cared about budget and efficiency. Subscribe today right here.

Hospitality 78

Hospitality Hospitality CRM Legal 78

CX Journey

JUNE 19, 2015

We know that having executive commitment is critical to the success of any CX strategy. It's like a customer journey map that's been brought to life; the room is used to help executives and employees step through the journey, and to educate, brainstorm, and redesign the experience. Jude’s Children’s Hospitals, and Bombardier Aircraft.

Invoicing 71

Invoicing Customer Journey Map Hospitality Hospitality 71

Fonolo

APRIL 4, 2023

Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. For example, only 13% of education institutions are using A.I. Customer service expectations in the contact center continue to increase, and only the best businesses keep up.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. The same is true of CS teams and marketing — marketing education materials can help CS nurture programs , while data from CS can help marketers with advocacy and case studies.

NPS 78

NPS Sports Customer Retention Sales 78

1 to 1

FEBRUARY 25, 2021

The CX POD · In Their Own Words: Vaccine Patients Share Their Experiences. Tab Abdeen : Hi, my name is Tab Abdeen and I am an inpatient pharmacist at a government hospital here in Denver, Colorado. I also think that the public could use a little bit more education about the vaccine, how it works. When can I go it?

Hospitality 26

Hospitality Hospitality Healthcare Start-ups 26

Fonolo

JULY 5, 2023

Hospitality firms (think Disney or Ritz-Carlton) are masters at turning mundane customer service encounters into memorable experiences that nurture customer loyalty. cx #BrandPerception Click To Tweet Level of Service: How you treat your customers pre- and post-sale plays a large part in whether they come back.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Qualtrics

FEBRUARY 12, 2019

We need to find better and more proactive ways to educate and help consumers navigate through the health system, whether that’s to direct them to the right place for care or to increase the transparency regarding the cost of care. People are frustrated with healthcare – it’s complex, expensive and lacks transparency.

Net Promoter Score 30

Net Promoter Score Healthcare NPS Technology 30

CX Journey

OCTOBER 6, 2016

Guinness had a savings and loan division for staff, hospital and hospice stays were paid for, and employees received two-thirds of their salary if they were out sick. They wanted healthy, educated, and solvent employees working for them. Back in the early 1900s! They had a gym and a swimming pool for their employees.

Start-ups 67

Start-ups Hospitality Hospitality NPS 67