Intercom, Inc.

NOVEMBER 25, 2021

He’s also a keynote speaker and CX expert with over 20 years of experience in the field, having led teams in social media, marketing, and customer experience at companies such as Humana, McDonald’s, and Discover. Retention over acquisition. It hardly matters how many customers you sign if you keep losing them a few months later.

CX 206

CX Social Media Start-ups Invoicing 206

Zendesk

OCTOBER 5, 2022

To boost net retention, software and cloud services companies need scalable CX solutions and they need to shift their way of thinking about customer service. Here are four areas of opportunity for software and cloud services companies who want to transform their CX. You can show up consistently on every channel, and it’s highly secure.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

Steven Van Belleghem

SEPTEMBER 29, 2021

At the same time, it’s piloting “hybrid locations” which are supercentres with “micro fulfilment centres” in the back to speed up pickup and delivery. And the Express Delivery in up to two hours, which is up and running in about 1,000 stores and soon available in nearly 2,000 total stores. Lifelong learning. Self-driving cars.

CX 123

CX Healthcare Retail Innovation 123

ECXO

APRIL 2, 2023

Since the start of the Digital Age roughly half a century ago, information technology (IT) has increasingly become an enabler of value to the point today where it is a fundamental pillar to the future for most organizations. The advent of call centers followed by the emergence of enterprise feedback management systems heralded the age of CX.

Close the Loop 98

Close the Loop Customer Experience Net Promoter Score Sentiment Analysis 98

Lumoa

SEPTEMBER 8, 2021

While useful, these activities not only miss a tonne of valuable detail, but they are also no longer enough to keep up with increasingly fast release cycles and changing customer sentiment. Measure CX without Surveys Online and email surveys, at best, have a response rate of 30%.

Customer Experience Management 83

Customer Experience Management CEM CX Customer Experience 83

Aquire

DECEMBER 21, 2021

Finances : Save costs with self-service. So, this year, try sprucing up your self-service options. So, if you don’t have self-service options, get started. For customer service, there’s a straightforward solution: pull every CX tool together into one centralized platform. Is your chatbot doing a good job? Happy holidays!

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Zendesk

JANUARY 3, 2023

From personal money management apps and price comparison services to accounting apps for businesses, millions of companies and consumers use open banking to stay on top of their everyday finances. As a result, customer experience (CX) has long been the financial services industry’s top priority. gated-cta-in-post].

CX 52

CX Finance Artificial Intelligence AI 52

Zendesk

OCTOBER 25, 2022

But implementing an exceptional customer experience (CX) strategy is one of the most effective ways for a fintech to differentiate its brand to drive higher customer acquisitions and improve retention rates. Clearly, good CX matters. Refining your CX. gated-cta-in-post]. Making a human connection.

CX 52

CX Start-ups Education Finance 52

Execs In The Know

APRIL 23, 2021

Now, after more than a year of upheaval and change, the world is opening back up – giving us a unique opportunity to capitalize on what we learned to ease the journey into our “new normal.”. They move into the Acceptance phase when they start learning to adapt to those challenges, finding ways to work within their “new normal.”

Innovation 93

Innovation CX VOC Outlook 93

Fonolo

SEPTEMBER 15, 2020

It may not seem long since millennials started shaking -up the marketplace, but Gen-Z is already hot on their heels. Gen-Z is far more concerned about their finances than previous generations and is looking for help to manage and understand their money. gen-z #cctr #cx Click To Tweet. gen-z #cctr #cx Click To Tweet.

Finance 125

Finance Contact Center Technology Technology 125

Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. To remain competitive, businesses must keep up with what customers feel are most important, that includes customer service and convenience. There are two thoughts I have on CX in 2022 and beyond. That applies to both B2C and B2B businesses.

CX 123

CX Customer Experience Non-Profits Social Media 123

Beyond Philosophy

NOVEMBER 8, 2018

For years, telecom, finance, and the transportation sectors have been regulated monopolies. The drop in the oil prices of late has forced governments to free up the markets, create competitive landscapes, and attract foreign investors. For example, I often bring up the case of the type of food you eat at Disneyland.

CX 154

CX Transportation Finance Government 154

CX Journey

DECEMBER 13, 2018

Image courtesy of Pixabay Today I'm pleased to share a guest post by Liliana Petrov of DoingCXRight that is based on her experience hiring CX teams. Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years.

CX 33

CX Finance Start-ups Voice of the Customer 33

Hodusoft

OCTOBER 19, 2022

Today, finance contact center software is one of the best ways for financial institutions to keep tabs on their customers and earn their trust. Role of contact center services in financial organizations A finance contact center helps insurance providers, mortgage companies, banks, and other financial institutions connect with their customers.

Contact Center 52

Contact Center Finance Omnichannel CRM 52

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. When Darin came into his role as VP of CX and Delivery, the CX department already existed. But he had been working at the company for 10 years already and saw this as an opportunity to truly make some changes in the company and overhaul the CX program.

CX 63

CX NPS VOC Finance 63

ClientSuccess

DECEMBER 10, 2019

In the modern SaaS landscape, the two paths of Customer Success and Customer Experience (CX) – although closely related – have slowly but surely diverged. Experiences happen at every single customer touchpoint, starting with sales and marketing through onboarding and training and even to finance and accounting.

Customer Experience 52

Customer Experience CX Finance Touchpoint 52

Lumoa

MAY 21, 2018

And therefore, everybody needs to step up and improve things in their own territory. However, the back-office functions, like HR or Finance are involved into CX very seldom. It makes up almost two thirds of online consumers and the likeliness goes even higher if the product is a B2B service!

Customer Experience 130

Customer Experience Invoicing Finance Net Promoter Score 130

ClearAction

JUNE 29, 2023

Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc. Bolder expansions : CX insight-inspired roll-outs, business models, mergers. No industry has ever ranked in the good nor excellent category in a major CX index: will yours be the first?

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

ClientSuccess

DECEMBER 10, 2019

In the modern SaaS landscape, the two paths of Customer Success and Customer Experience (CX) – although closely related – have slowly but surely diverged. Experiences happen at every single customer touchpoint, starting with sales and marketing through onboarding and training and even to finance and accounting.

Customer Experience 52

Customer Experience CX Finance Touchpoint 52

Customer Bliss

MARCH 22, 2018

Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. 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.

Finance 51

Finance CX CX Transformation Healthcare 51

Zendesk

DECEMBER 2, 2020

That’s why we got together with Chatdesk co-founders Aneto Okonkwo and Andrew Olaleye to talk about how good CX (and a little planning) can help keep the holidays merry and bright. Lean on AI-powered tools to help keep up with increased demand. How/why did it lead to CX or your interest to dive deep into numbers?

E-commerce 76

E-commerce CX Net Promoter Score Artificial Intelligence 76

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tactics to clarify the why and the how: Start articulating what the teams are going to do and how.

Pharmaceutical 70

Pharmaceutical CX VOC Start-ups 70

Hodusoft

MARCH 21, 2024

HoduSoft offers HoduCC- Omnichannel CX Suite, designed to enhance BPO operations. Let’s get started. Starting from customer support and call center operations to marketing, sales, data entry, administration, finance, and IT outsourcing, businesses can rely on this industry for a diverse array of services. What is BPO?

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

PeopleMetrics

NOVEMBER 1, 2022

Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. To help banks improve their CX, this article will answer foundational questions about CX in banking and explore seven promising trends in the field: What is customer experience in banking? Ease of use.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

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

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. But these don’t work, at least not for your CX improvement program, because they are too disconnected from the CX and cannot link to the day-to-day actions of your team. CX improvement measurement often misses a few other areas.

Legal 121

Legal Finance CX NPS 121

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

Customer Bliss

AUGUST 15, 2017

She has been with Thomas Cook for nearly 15 years in very different roles, starting as a corporate lawyer focusing on cross-border Mergers & Acquisitions. In 2015 she built up the new area of Customer Experience from scratch. She is a regular speaker at CX events and conferences across Europe. Quick wins can overcome doubt.

Legal 81

Legal CX Business Administration Touchpoint 81

Beyond Philosophy

JULY 22, 2021

Sherman describes the purpose of Doing CX Right as helping people understand how to differentiate their brands through their experiences by making real human connections. . The actions started by marketing are finished by Customer Experience, which is why it is the “new” marketing. To define marketing, I looked it up.

Customer Experience 88

Customer Experience Close the Loop Finance Start-ups 88

SugarCRM

APRIL 28, 2022

In the wake of pandemic-related forces such as supply chain disruption and employee resignations, shortages in essential resources have led to staff burnout and the organization’s inability to catch up with or meet customer expectations. Essentially, businesses have struggled to create better CX against heightened customer frustration.

Artificial Intelligence 49

Artificial Intelligence CX Finance Customer Acquisition 49

Beyond Philosophy

SEPTEMBER 10, 2022

Did you take up a hobby or a new exercise program? It only took a global pandemic to get us to start digging. Dobrev’s book uses the responses from nearly 20,000 customers from 24 organizations within nine industry sectors, including healthcare, finance, telecoms, utilities, and others. What did you do during the lockdown?

Finance 68

Finance Healthcare Management Consulting Start-ups 68

Beyond Philosophy

FEBRUARY 17, 2022

When you start your own business, you need to work hard. That can be scary when you are starting because it implies that you will turn down business outside of those targets. You are essentially financing their business, and as a small business, you don’t have the resources. Please don’t do it. Reinvent yourself.

Finance 88

Finance Management Consulting Start-ups Education 88

SugarCRM

AUGUST 12, 2021

Your company should aim to deliver a better customer experience (CX). We call this the high-definition customer experience (HD-CX), and here are some reasons why you should strive for it. The road to HD-CX provides the opportunity to reassess your internal data quality throughout your journey. The reason?

CX 26

CX Predictive Analytics CRM Artificial Intelligence 26

Beyond Philosophy

SEPTEMBER 24, 2020

Let’s break it down a bit more, starting by defining science. Science doesn’t say we know for sure that we will be right, but it does say when we get new information, we know more than when we started. It reminded me of 2002 when I first started talking about getting into Customer Experience.

Net Promoter Score 139

Net Promoter Score AI Start-ups Entertainment 139

Zendesk

DECEMBER 14, 2022

Everyone has to start somewhere, and for many SMBs, that means managing customer service conversations with an email client like Outlook or Gmail. But as you expand your reach and introduce new products and services, you will inevitably bump up against some serious limitations with this approach. You double up on a reply by mistake.

Social Media 52

Social Media Outlook Start-ups CX 52

Qualtrics

NOVEMBER 6, 2019

As part of our XM Visionaries series, we caught up with John Goodwin, Vice President of Customer Intelligence at Mastercard to talk about how he built his team from the ground up to become an integral part of the company’s customer experience. We simply started by asking them, ‘What is it that you want to know about your customers?’”

CX 33

CX Close the Loop Start-ups Touchpoint 33

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

CX 51

CX Finance Start-ups Innovation 51