Customer Think

NOVEMBER 9, 2023

First, SAP conducted its CXLive event with CX-related announcements, then the company reported good Q3/2023 figures, a new version of its CX software that includes new generative AI capabilities got released and lastly, it executed its SAP TechEd event with a good […]

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Gaming CX AI Technology 60

Uniphore

JULY 30, 2021

We are poised to democratize AI and automation so that citizen developers can collaborate with developers and data scientists to make the world of CX better for everyone, with clicks not code. Why Is It Hard to Deliver Great CX Today? of AI and Robotics users say that their customers rate their CX highly on the NPS scale.

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Innovation CX Contact Center NPS 246

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. What’s driving this paradoxical shift?

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CX Machine Learning Government Gaming 228

InteractionMetrics

AUGUST 2, 2023

Why Fox Rent a Car (and, by association, its Managing Director Gerardo Bermejo) should spend more time on listening and less time on gaming their customer surveys! As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it all. Few things bother me more than unscrupulous business practices.

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Gaming Customer Survey Start-ups Customer Experience 52

Heart of the Customer

DECEMBER 6, 2017

But how do you improve your CX? The post The Three Keys to a Game-Changing CX appeared first on Heart of the Customer. There’s no shortage of research on the impact of an improved customer experience, including improved revenue, profit, and, as a result, stock price. By focusing on Effectiveness, Ease, and Emotion.

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Gaming CX Customer Experience 79

Fonolo

JUNE 10, 2021

While there are plenty of ways to engage call center agents, there is one low-cost, fun way to boost motivation and general satisfaction with your employees – games! Why do games help call center agent engagement? Motivational games can also boost agents’ productivity at work, and there are many different kinds of games to play.

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Gaming Contact Center Sales Sports 91

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. What’s driving this paradoxical shift?

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CX Machine Learning Government Gaming 182

ECXO

APRIL 29, 2024

posts header on ECXO The Eternal Search for the Silver Bullet in CX Let’s embark on a journey, a quest if you may, in the eternal search for the silver bullet in CX to solve all problems at once. In reality, the quest for the silver bullet in CX is akin to the search for the Holy Grail in medieval legends.

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CX Innovation Technology Technology 87

Experience Investigators

NOVEMBER 14, 2023

Is your bookshelf begging for some enlightening CX literature? Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement.

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CX Gaming Start-ups Customer Experience 52

MyCustomer Experience

DECEMBER 7, 2022

In 2020, we saw rapid growth and transformation as businesses responded quickly to uncertainty and changes brought by the pandemic. 7th Dec 2022. By Peter Lorant COO EMEA.

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Gaming CX 104

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. Still, the largest chunk (20%) sit in Information Technology (IT). Be wary of it.

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CX CX Transformation Government Start-ups 130

CX Network

NOVEMBER 11, 2021

Iain Langridge, product and customer leader at Amazon Games shares his top tips for successful digital transformation.

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Gaming CX Transformation CX 57

ModSquad

MARCH 8, 2022

Our CX experts, called Mods, not only speak the customer’s language, but also understand their culture, their region, and their customs. In-Market CX Is In Demand, Across All Industries. The best CX happens in the language and culture of the client. There are vendors that offer offshore support by non native speakers.

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CX Real Estate Gaming Healthcare 98

Doing CX Right

OCTOBER 10, 2022

The post Lessons From The Sports Industry to Level Up Your Game and Customer Service Performance appeared first on Doing CX Right.

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Sports Gaming Customer Service CX 59

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. How can you utilize this knowledge to enhance customer experience (CX)? This leads to stronger relationships and greater customer loyalty.

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CX Customer Experience Social Media Sentiment Analysis 111

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model. ” (silos!)

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Sports CX Scorecard Touchpoint 62

Doing CX Right

OCTOBER 20, 2020

THE GAME CHANGER . That is the formula for Customer Experience (CX) success. . . Recruit and hire customer-centric individuals to achieve your CX mission. Create a culture where EVERYONE owns CX and is accountable for customer excellence, not just leaders at the top. Happy employees fuel happy customers. REMEMBER : .

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Gaming VOE VOC Close the Loop 69

Customer Think

FEBRUARY 28, 2024

Imagine that an activity you’ve always loved, like cooking or hiking, suddenly turns you off. Now picture nearly one in 10 people experiencing the same change. How could that alter our culture? This is how appetite-suppressing drugs such as Ozempic and Mounjaro can work on their users, in part.

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Gaming CX Innovation Customer Loyalty 56

Beyond Philosophy

FEBRUARY 1, 2021

When in 2016, quarterback Colin Kaepernick started kneeling during the national anthem before games to protest racial injustice, which effectively ended his NFL career, Nike stood by him. The post The 2021 Marketing Game Plan Shift – From “Buying From” to “Buying Into” appeared first on CX Consulting. We hear this quite often.

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Gaming Manufacturing Hospitality Hospitality 147

Experience Investigators

FEBRUARY 6, 2024

We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. And that’s a problem.

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Net Promoter Score CX NPS Artificial Intelligence 98

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Identify your CX Heroes, celebrate them and model them. Here they are!

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CX CEM Close the Loop Business Administration 163

CX Accelerator

AUGUST 16, 2018

Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. CX Accelerator has changed all that for me. Having direct and immediate access to my like-minded CX friends has made a huge difference.

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CX Social Media Gaming Innovation 140

Zendesk

FEBRUARY 27, 2024

An unforgettable personalized experience awaits you Expect to be wowed, moved, and inspired as our in-person event brings together thousands of senior business leaders, CX, EX, IT, and HR practitioners, Zendesk partners, analysts, and industry experts for three adrenaline-pumping days in Las Vegas.

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AI CX Gaming Customer Service 59

Myra Golden Media

MAY 9, 2022

We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and takes a lot of different elements.

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CX Sports Gaming Customer Experience 62

CX Journey

FEBRUARY 12, 2015

Then, having done that, let’s turn back to address the three questions posed from a CX perspective… 1. For years, CX practitioners on all sides (researchers, consultants, and clients) have striven to understand and improve the customer experience - but what is that, really? How can it NOT be about me? What are we doing wrong, then?

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Gaming CX CX Transformation NPS 68

CX Accelerator

OCTOBER 26, 2019

In a weird geekish way, I ran fictitious leagues simulating all potential outcomes of every NBA game each year on Lotus 123. Others collect travel experiences, dolls, toys, electronics, video games. Virtual collecting is also very popular in mobile video games. All humans like to collect.

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Customer Service Gaming CX Start-ups 182

CX Accelerator

OCTOBER 26, 2019

In a weird geekish way, I ran fictitious leagues simulating all potential outcomes of every NBA game each year on Lotus 123. Others collect travel experiences, dolls, toys, electronics, video games. Virtual collecting is also very popular in mobile video games. All humans like to collect.

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Customer Service Gaming CX Start-ups 182

CSAT.AI

FEBRUARY 22, 2023

You can get in the water by using accessible AI support apps on Zendesk to help CX and EX that integrate with what you already use. The 2023 Zendesk CX Trends Report reveals customers are becoming more comfortable with being served by AI and companies are investing in it. Plus they need to be trained on a specific data set.

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AI Sentiment Analysis CX Predictive Analytics 85

Uniphore

JUNE 15, 2021

and the 7 Surprising CX Insights They Reveal. Dispute Gods Use account disputes to “game the system” for provisional credit. The post What Is Call Center Life | How Poor EX Hurts CX appeared first on Jacada. What Your Call Center Agents Rant About on Social Media. Register Now. Who's On The Line. The Lost One.

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CX Social Media Contact Center Actionable Insights 162

CX Journey

JULY 30, 2015

I won't take the sports analogy very far, but what is the CX end game? That seems like a crazy question to ask in 2015, yet there are still so many CX professionals who are struggling to convince their executives of the importance of committing resources to improving the customer experience. What's the end game?

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Gaming CX Sports Customer Experience 66

Futurelab

FEBRUARY 27, 2022

Sign up for our newsletter for updates, insights, and other great content that you can use to up your CX game. In 2021, she wrote the manuscript for her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business , which will be available in early 2022! Read the original post here.

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CX Gaming Customer Satisfaction Customer Experience 130

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. Key CX Outsourcing Considerations In a recent discussion with our community of CX leaders, they shared their insights and concerns regarding CX outsourcing.

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CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). So how can we move beyond the hypothetical, and actually make the EX / CX connection? Sadly, it's often just talk. Does this make it any less important? Not at all. ."

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CX VOE Artificial Intelligence Voice of the Employee 140

Futurelab

MARCH 20, 2022

These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. And how can CX leaders navigate this new terrain to reach new heights? The 2022 State of CX Report presents these findings. How do you get executive commitment?

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CX Start-ups Customer Experience Customer Expectations 130

Zendesk

OCTOBER 5, 2023

As part of Zendesk’s CX Moment virtual event series , we spoke with Mizuno’s Director of Customer Support, Whitney Conner, about how Mizuno is building brand loyalty with their customers by providing exceptional CX. Passion for the game—and Mizuno Mizuno’s support teams are divided by specific sports, like golf, running, and tennis.

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Sports CX Gaming Manufacturing 52

Steven Van Belleghem

SEPTEMBER 5, 2022

I firmly believe that the way to be successful in CX, is to make sure that you are fast, easy, and fun. There’s an example of him hosting a game of trivia on a flight, announcing that the winners would receive flight vouchers and giving away a dozen tickets. Wendy’s decided to join the game as a form of clever advertising.

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CX Gaming Start-ups Customer Feedback 117

Heart of the Customer

MARCH 1, 2018

I am very excited to announce that an eBook co-authored by Jim Tincher as well as fellow CX experts Kaan Ersun and Nicole Geosits is now available for download! Whether you’re new to CX or are well-versed in the subject matter, I urge you to have a look. You can download it for free HERE. In […].

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Gaming Customer Experience CX 68