Customer Bliss

JUNE 20, 2018

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. With a background in hospitality, working in casinos, I chat with Shawn about his transition from hospitality to healthcare. Expand the Horizon of Helping People.

Hospitality 57

Hospitality Hospitality Healthcare CX 57

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Patients don’t care how big the hospital is.

Healthcare 165

Healthcare Pharmaceutical Hospitality Hospitality 165

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. Healthcare CX, it seems, is as complicated and convoluted as healthcare compliance. Artificial intelligence humanizes and personalizes healthcare CX.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

The DiJulius Group

JULY 11, 2022

Edley’s Restaurant Group is a growing hospitality industry company whose CX obsession has paid off during the COVID-19 pandemic. The post Restaurant Group Obsession to Build a CX Culture Pays Off During Unprecedented Times appeared first on The DiJulius Group. Rapid growth, indeed. Read Full Article.

CX 96

CX Hospitality Hospitality 96

The DiJulius Group

APRIL 11, 2023

“We are a customer-first organization” “Treat customers the way you want to be treated” “Exceed customer’s expectations” “Going above and beyond is our standard” “We deliver genuine hospitality” Leaders love to throw around platitudes when it comes to customer experience, and all of these are great mantras.

CX 64

CX Hospitality Hospitality Customer Experience 64

Execs In The Know

JANUARY 29, 2023

A relentless focus on exceeding customer experience (CX) is the founding principle behind everything CX leaders do. Kicking off on March 1, 2023, we’re taking CRS to Austin, Texas, to explore “Creating Moments That Matter” with our global community of CX leaders. Why does attending CRS matter more than you think?

CX 90

CX Hospitality Hospitality Actionable Insights 90

Steven Van Belleghem

MARCH 1, 2023

The amazing part is that what started as a 11-bed hospital in the seventies has now grown into a conglomerate, the Aravind Eye Care System. The post A story about Indian Customer Culture: Impactful CX in turbulent times appeared first on Steven Van Belleghem.

Hospitality 98

Hospitality Hospitality CX Agriculture 98

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX. While today both are recovering, businesses are grappling with new realities on the ground—and in the air.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

Customer Bliss

MARCH 1, 2018

How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky , Chief Patient Experience Officer at Cedars-Sinai , who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together.

Hospitality 61

Hospitality Hospitality Business Administration Healthcare 61

Customer Bliss

JUNE 28, 2018

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Hospitality 42

Hospitality Hospitality Customer Experience Healthcare 42

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Before becoming the Chief Patient Officer at Cedars-Sinai, he was the program coordinator for the oncology program at Northside Hospital in Atlanta.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

Bill Quiseng

MAY 3, 2023

customerservice #customerexperience #customerloyalty #custserv #custexp #cx #hospitality When you are Magnificently Boring to CARE, your customers are WOWED and happy, returning again and again, raving to others on social media.

Hospitality 167

Hospitality Hospitality Social Media CX 167

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. High-end hospitality companies approach their customers as guests.

CX 64

CX Hospitality Hospitality CEM 64

Bill Quiseng

APRIL 25, 2021

Within the hospitality industry, we considered everything from hand sanitizers to Plexiglas shields, from floor and door decals to HVAC filters, reallocating the funds to cover the costs. Define who is the CX Champion and the key players on the CX team. Pre-COVID, the CX team may have been directed by the marketing leader.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

Execs In The Know

MARCH 21, 2023

Marriott is the world’s largest hospitality company, with a powerful portfolio of 8,000+ hotels in 139 countries. When thinking about what your associates truly want, perhaps it’s time to take a different approach to look for those moments that matter and follow Marriott International’s model of practicing employee hospitality.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

Zendesk

SEPTEMBER 23, 2022

But technical, operational, and foundational solutions are close at hand, according to fresh data from the 2022 Zendesk CX Accelerator report. The CX Accelerator report includes insights from nearly 5,000 customer service decision-makers around the world. Others may want to hash out the complexities of insurance coverage live and 1:1.

Healthcare 52

Healthcare CX Hospitality Hospitality 52

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.

AI 64

AI CX Customer Experience Artificial Intelligence 64

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!

Customer Experience Maturity Model 94

Customer Experience Maturity Model B2B CX Customer Experience 94

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?

Customer Service 86

Customer Service CX AI Start-ups 86

Beyond Philosophy

MAY 9, 2019

For example, we did Emotional Signature research for a hospital system. The Next Level of CX Requires More Sophistication and Specifics. In my hospital example, more time spent staring at the computer screen saying, “Uh-huh, uh-huh,” won’t make the patient happy. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Chemi, Eric.

CX 151

CX Net Promoter Score Hospitality Hospitality 151

Taylor Reach Group

DECEMBER 5, 2017

TRG), a globally recognized consulting firm focused on optimizing clients’ Contact Centers and Customer Experience (CX), today announced they are working with one of the largest veterinary hospital organizations in the United States and Canada. The initiative will optimize the client’s CX and Customer Engagement.

Hospitality 48

Hospitality Hospitality Contact Center Healthcare 48

Customer Bliss

NOVEMBER 6, 2018

Jude Children’s Research Hospital which I visited a few weeks ago. Jude Children’s Research Hospital. CustExp #CX Click To Tweet. CustExp #CX Click To Tweet. Jude Children’s Research Hospital, visit stjude.org. . On Getting Honest Feedback. To learn more about St.

Hospitality 76

Hospitality Hospitality Non-Profits Direct Marketing 76

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. leadership #servantleadership #employeeengagement #employeeexperience #customerservice #customerexperience #custserv #custexp #cx Unfortunately, I suffered a stroke in April 2021.

Hospitality 97

Hospitality Hospitality Social Media CX 97

Taylor Reach Group

FEBRUARY 6, 2020

I regularly receive surveys from our regional healthcare provider, owner of all local hospitals and many medical offices. To find out more about how Taylor Reach can help your company with using CX data effectively, CLICK HERE to schedule a free consultation. They assure me they are hanging on my every word.

CX 118

CX Hospitality Hospitality Healthcare 118

Execs In The Know

JANUARY 24, 2023

PHOENIX, ARIZONA, US, January 24, 2023 — Global customer experience (CX) industry leader Execs In The Know is taking Customer Response Summit (CRS) to Austin, Texas. The dynamic speaking lineup includes some of the world’s most admired brands and the CX executives who run them, including Nationwide, Marriott International, Turo, St.

Hospitality 40

Hospitality Hospitality CX Technology 40

Execs In The Know

MARCH 13, 2023

Located downtown, a short walk from Nashville’s nightlife, The Grand Hyatt Nashville will host our event with its classic Southern hospitality. This artistic community where everyone has a voice will be the perfect setting for our sharing community of customer experience (CX) leaders.

CX 52

CX Hospitality Hospitality Government 52

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . Vishal Bhalla, CXO, @Parkland #CX Click To Tweet. Interview team members.

Hospitality 64

Hospitality Hospitality CX Customer Experience 64

Beyond Philosophy

JANUARY 2, 2019

For example, when we were working with a hospital system, we were told patients wanted to spend more time with the doctor. As a result, our client was going to increase the time doctors spend with patients at a significant cost to the hospital. The post Is CX Dying? To listen in, please click here.

Net Promoter Score 156

Net Promoter Score Customer Experience CX Hospitality 156

Experience Investigators

JULY 26, 2022

CX teams that collaborate cross-functionally are 27% more likely to have a high or very high Return on Investment (ROI) of their CX program , according to the 2022 State of CX Report from GetFeedback. A lack of a universal view of CX means that any buy-in gained requires a lot of definition and communication with each leader.

CX 52

CX Sports Customer Journey Map Hospitality 52

Zendesk

FEBRUARY 12, 2021

In case you missed it, here are some highlights from recent interviews with industry leaders, as part of Zendesk’s CX Moments virtual events series. Related read: Stop for a CX moment—actionable advice from industry leaders ]. Simplr and Black Rifle Coffee Company: Focus on neglected customers. Plexus: Invest in self service.

CX 52

CX Hospitality Hospitality Technology 52

Execs In The Know

NOVEMBER 6, 2022

CRS Coronado gave CX Leaders and their teams a taste of what it’s like to deliver unrivaled, legendary customer experiences. How Tech Giant Asurion Uses CX to Generate Revenue — ? The Future of CX Unlocked by the Metaverse. Day Two was just as exciting and packed with some great highlights, which we’ve summed up for you here.

Hospitality 98

Hospitality Hospitality Innovation Start-ups 98

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more. Here are some of the highlights from last week’s Summit in Austin.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Customer Bliss

OCTOBER 12, 2017

Danny Meyer has been at the forefront of restaurant/hospitality CX for years, as indicated in this 2012 Fast Company profile. It’s well worth a watch even if you don’t work anywhere near hospitality, because it can get you thinking in a number of new ways. Back Tuesday with a new podcast. Have a great weekend.

Hospitality 56

Hospitality Hospitality CX Customer Experience 56

Shep Hyken

AUGUST 2, 2021

Any strategy a company takes is one it believes will improve customer experience (CX). One of the three “surprising facts” is the disconnect between what leadership thinks about their CX and what customers think. (CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Shep Hyken

OCTOBER 11, 2021

(TechRepublic) A Zendesk report found a series of commonalities among companies it calls CX champions. Do your organization’s CX goals line up with those of CX-maturity leaders? Check out the article and the report and see if your organization aligns with what it takes to be a CX Champion. Same for CX.

Customer Service 69

Customer Service Hospitality Hospitality CX 69

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

Fonolo

NOVEMBER 19, 2020

Our recent survey included responses from over 540 enterprise executives from around the world representing a wide range of industries, including insurance, health care, government, retail, e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities. Improve CX. Happier customers. Better metrics.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162