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. We’re also confronting CX blind spots regarding AI integration and the declining comfort customers feel around these tools.

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ClearAction

NOVEMBER 3, 2023

How to Quantify CX ROI Lynn Hunsaker Quantifying CX ROI has been a top challenge, but it’s amazingly simple when you take the right approach. Imagine a CX issue that is chronically at the top of every CX report in Service, surveys, churn, and so on. What will the ROI be? ” or “We need to act on this!”

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ClearAction

SEPTEMBER 22, 2022

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. is CX Annuities. This is another layer of growth in your CX annuity.

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CommBox

DECEMBER 20, 2022

Why CommBox is Highly Rated Across 14 CX Categories . We are honored to announce that CommBox has been recognized by G2 as a global leader in CX, thanks to our customers and the positive reviews we received. . See how CommBox stacks up against others in the G2 Crowd Top CX Vendors Report here. By Dayana Nevo, CMO.

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UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Bullock brings over 20 years of experience as a full-stack software engineer, architect, and leader to his role as Vice President of Engineering.

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Engineering Contact Center Customer Satisfaction CX 72

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? Here are the main takeaways. And that’s what makes it strong.

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Uniphore

SEPTEMBER 7, 2021

Digital servicing has given CX teams the ability to conveniently and efficiently reach out to more customers, and COVID-19 has enabled many companies to adopt digital platforms at scale. We discuss: New CX innovations in the insurance industry. A 5-step CX process. New CX innovations in the insurance industry.

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InteractionMetrics

JUNE 19, 2023

The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey. CX vs. UX: I’m often asked what’s the difference. CX (short for customer experience) and UX (short for user experience) are sometimes used interchangeably. But they have different agendas and focal areas.

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Zendesk

MARCH 22, 2023

That includes folding AI and automation strategically into the business, building powerful knowledge management and self-service engines, and supporting agents with support tools that enable them to provide human, front-line service for the thorniest issues. It’s time to change that.

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Steven Van Belleghem

JANUARY 10, 2023

The main engine of this growth, TikTok, is now the third largest platform and growing. Acxiom: beyond the Metaverse: CX Predictions for 2023. The post 15 free trend reports from big brands to inspire your 2023 CX strategy appeared first on Steven Van Belleghem. Check the report here. Check the report here. Check the report here.

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Steven Van Belleghem

JUNE 23, 2021

Gusto is a payroll and benefits service that has a nearly impossible NPS score of 75 (30 is good and 70 is world class) through a CX strategy of listening, hiring and engineering. The post Four cool customer experience (CX) cases you probably didn’t know yet (episode 11) appeared first on Steven Van Belleghem.

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Uniphore

JANUARY 4, 2022

At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. At Uniphore Converse 2022 you will: Hear from leading industry analysts and speakers around the future of CX. CX and Contact Center Leaders. Register Now.

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Zendesk

MARCH 1, 2022

As part of Zendesk’s CX Moment virtual event series, we spoke with Jared Loman, VP of Customer Experience at Kajabi. Kajabi’s story began when its founder and CEO engineered a complex sprinkler out of PVC pipe. Sign up for our upcoming CX Moment featuring Compass ?. Jared Loman, VP of Customer Experience at Kajabi. Jared Loman.

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CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). It’s with that in mind that I surveyed the CX Accelerator community to gather input on the topic. What major should I choose?”. I then asked them to recommend a college major or field of study.

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Execs In The Know

MAY 2, 2022

And all this at a time when leaders are already struggling to build effective CX programs that drive loyalty. A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. If you’re ready to level up your CX for economic volatility, we’re here to help.

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Intercom, Inc.

MARCH 25, 2021

For businesses to grow, they must rise above the constant stream of issues and deflection strategies and shift to a proactive CX approach. Building Your Customer-Driven Growth Engine , a keynote by Jeanne Bliss. Building a customer-driven growth engine. Here are some of our favorite takeaways from the conversation: 1.

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CX Start-ups Business Growth Engineering 181

Experience Investigators

OCTOBER 5, 2021

There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. 4 Ways to be a CX Change Agent at Your Organization.

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ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Do this, and you are starting your readiness to become a more mature CX company!

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ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Let’s continue.

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Steven Van Belleghem

JUNE 6, 2023

In some ways, it’s like reverse engineering, but with an added layer of skepticism towards the old product and its conventional wisdom and biases. Find the heart First principles thinking is an ideation method that entails stripping a problem down to its foundation, its heart.

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Confirmit

JANUARY 25, 2021

Bringing an entire organization along on the journey to great customer experiences is a CX professional’s dream – but it’s not easy. The result is a customer insight engine that that not only fuels day-to-day tactical change, but also impacts the big picture. Voice of the Customer Webinars.

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PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. But first, a quick perspective on the CX industry. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

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Beyond Philosophy

JANUARY 12, 2023

However, the toxins will return if the engine isn’t working well. You have to fix the problem with the experience engine. They would need to commit to improving the customer experience engine, and that’s unlikely based on their performance thus far. It’s the same with customer experience. Click Here.

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SurveySensum

NOVEMBER 8, 2023

In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

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Customer Bliss

NOVEMBER 5, 2015

The five competencies of your customer-driven growth engine are comprised of a series of actions and decisions that impact both the operation of your business and its cultural disposition. The post Mapping the Maturity of Your Customer-Driven Growth Engine appeared first on Customer Bliss. understanding. united action.

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Shep Hyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. What is a CX management platform? CX management software is an AI-driven, cloud-based platform that optimizes technical operations related to customer service. .

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Zendesk

MAY 3, 2021

According to the CX Trends report , companies plan to invest more in customer experience across the organization. Below, we break down high priority touchpoints by industry paired with a free deeper dive into the solutions, so that you can deliver great CX without breaking the bank. Check out our whitepaper on CX in FinTech.

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Execs In The Know

JUNE 26, 2023

Quiq ensures brand preservation by injecting the brand’s distinctive voice into the prompt engineering process. The post How Quiq Uses LLMs to Enhance Language Understanding and Generation Capabilities for CX appeared first on Execs In The Know. By Mike Myer, CEO and Founder of Quiq.

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CommBox

MARCH 26, 2023

Microsoft has announced its “ AI co-pilot for the web ” incorporating ChatGPT’s capabilities into the Bing search engine. They can perform several really valuable customer service and CX tasks. Ultimately, this new tech tool can lighten the load for human CX and support workers. There’s a lot of hype around ChatGPT.

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Lumoa

MAY 16, 2024

Meanwhile, you can almost hear the prudent software engineers screaming: “This is not a process!” This iterative approach doesn’t always fit into the linear development pipelines that software engineers are accustomed to. In software engineering, quality is often about something working correctly or not.

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C3Centricity

MARCH 12, 2024

Join our Ultimate 60-mins CX Makeover to discover a new way to decrease information investments while simultaneously deepening the knowledge of your market and customers. The Role of SEO in Driving High-Quality Traffic Search Engine Optimization (SEO) remains a cornerstone strategy for driving quality traffic.

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Entertainment Engineering Education Customer Satisfaction 90

Zendesk

DECEMBER 16, 2022

As part of Zendesk’s CX Moment virtual event series , we spoke with Jeff Shah, VP of Customer Care at The New York Times, about how he helps solve problems for the newspaper’s millions of readers all over the world—whether they need help cooking dinner, renewing a subscription, or solving a crossword puzzle. Building brand loyalty with CX.

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Customer Think

JULY 27, 2023

Patent includes the only automated Workflow application and engine in the industry to prepare data from its point of origin

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Engineering CX 52

Steven Van Belleghem

NOVEMBER 28, 2023

Search 1.0 – with search engines like Yahoo and AltaVista – consisted of simple human-edited directories of websites, like some sort of “yellow pages”. Once AR technology really takes off (and I think the Vision Pro could play an important role here), it will have a huge impact on all things CX. The Era Of Search 3.0

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ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Collaboration between the two leads can have a significant impact on the quality of your CX. Collaboration between the two leads can have a significant impact on the quality of your CX.

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Intercom

JANUARY 11, 2024

Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less. And what could people who manage CX leaders specifically do better?

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Zendesk

APRIL 4, 2022

This is the reality for many customer experience (CX) teams. How privacy regulation is putting pressure on CX. With no dedicated privacy platform in place, day-to-day operations like fulfilling data and deletion requests often fall to CX. When a CX team fields data subject privacy requests, they must: Log each incoming request.

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