Shep Hyken

DECEMBER 27, 2022

.” “Use positive customer feedback to inspire your workforce, reward those delivering excellent experiences, and drive innovation.” Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

1 to 1

DECEMBER 18, 2020

The company is using such customer insights to drive its marketing and ensure it delivers relevant content. Rob Smith, founder of the Phluid Project , a gender-free retail brand and community space, had recently opened a store in the trendy New York City neighborhood, NoHo, when the pandemic hit. “As

Innovation 32

Innovation E-commerce CX Outlook 32

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The organizations that can’t hold onto their best people are seeing it negatively impact the CX.

Customer Experience 123

Customer Experience AI Outlook CX 123

Shep Hyken

OCTOBER 4, 2022

Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). ” About: Gregorio Uglioni is a Business Transformation, Innovation, and Customer Experience specialist. Winning the World Cup in Customer Experience.

Sports 57

Sports B2C Social Media Gaming 57

Steven Van Belleghem

FEBRUARY 17, 2022

In the first half of 2021, customers could visit Nike’s flagship store ‘House of Innovation’ in New York and engage in interactive and fun activities in a virtual recreation of Smith Rock State Park in Oregon through their mobile phones and other virtual and augmenting tools. “We So, that’s it for now.

Gaming 127

Gaming Entertainment Social Media Transportation 127

Shep Hyken

DECEMBER 6, 2022

What wows – How can we use innovative techniques and tools to push our goals? . She also co-authored Advice from a Patient and Wake Up and Smell the Innovation. Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    .

Legal 104

Legal Healthcare Innovation Customer Experience 104

Shep Hyken

JULY 26, 2021

There is something here for everyone, from a small business dabbling with AI to the major brand using AI to leverage insights that drive CX. Five Contact Center Innovations That Are Reshaping Customer Service by Kendal Rodgers. My Comment: The Forbes Business Council serves up 15 ideas about using AI to create a better experience.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Zendesk

JULY 8, 2021

She made that happen by joining forces with Kate Doyle, a former educator, to co-found KindWork , a non-profit organization that helps talented young people of color from overlooked communities in the metro New York City area launch new careers in the innovation economy. – Jeanine Mendez, KindWork co-founder.

Non-Profits 98

Non-Profits Start-ups Education CX 98

Shep Hyken

JULY 19, 2021

Standing still at any point means competition, innovation, and more will eventually surpass you. eWeek) Whether it’s an e-commerce giant like Amazon or a local shoe repair shop, great customer experience (CX) is a key factor that differentiates a business from its competitors. It is a continuous journey. Follow on Twitter: @Hyken.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Confirmit

NOVEMBER 5, 2018

Earlier in the month, we held our 5 th Annual Insurance Summit in New York where the overall theme was rejuvenating your Customer Experience (CX) program. Kicking off the featured presentations was Claire Sporton, SVP of CX Innovation at Confirmit and she shared the role trust plays in insurance.

CX 40

CX Innovation Start-ups Voice of the Customer 40

Customer Bliss

SEPTEMBER 12, 2017

After landing on Time Magazine’s Best Inventions of 2007, Rachael left New York City for Silicon Valley to be closer to the heart of technology innovation. When she’s not staying up-to-date the latest technology trends in the CX field, you can find her engaged in a DIY project that usually involves spray paint. .

CX 0

CX B2B Technology Technology 0

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. Video will be Preferred CX Platform.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Shep Hyken

NOVEMBER 8, 2021

The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Chip Bell, author and a customer experience expert, has taken Van Gogh’s life story and found four valuable lessons that we can all use in our CX strategy. My Comment: We close out this week’s Top Five list with an article about online CX.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Confirmit

OCTOBER 23, 2019

Earlier in the month, we held our 6 th Annual Insurance Summit at MetLife Stadium, home of the NFL teams New York Giants and New York Jets. Kicking off the featured presentations was Claire Sporton, SVP of CX Innovation at Confirmit and she shared the role nudge theory plays in insurance. Can you blame us?

Contact Center 40

Contact Center Innovation Voice of the Customer CX 40

Fonolo

JANUARY 22, 2020

Modern CX, Las Vegas. CX Talks, Dallas. Elevate CX, Denver. Forrester: CX North America, New York City. Notable Speakers: Jerry Greenfield – Ben & Jerry’s, Annette Franze – CX Journey, Kelley Kurtzman – Verizon. Modern CX , Las Vegas. Zendesk Relate, Miami.

Customer Service 129

Customer Service Contact Center CX Education 129

ECXO

AUGUST 2, 2023

He is a New York Times and Wall Street Journal bestselling author and researcher and has been inducted into the American National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. He spoke about From CX to Distinctive Experiences in a presentation and Q&A session.

Customer Journey Map 52

Customer Journey Map CX Innovation Customer Relationship Management 52

Shep Hyken

APRIL 18, 2022

My Comment: This article starts with the premise that there is a CX gap, which is the difference between what brand executives and the brand’s customers think about the level of customer service and experience the brand provides. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. by Annette Franz.

Customer Service 65

Customer Service Retail CX Start-ups 65

Taylor Reach Group

MAY 24, 2018

Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. Learn from Fortune 500 companies and innovative start-.ups In 2018 we’re introducing our new look as Customer Contact Week. CX NYC 2018: June 19-20, New York, NY.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Steven Van Belleghem

JANUARY 22, 2020

Simon is now a sought-after international speaker and his book “We First: How Brands and Consumers Use Social Media to Build a Better World” is a New York Times, Wall Street Journal, and Amazon bestseller. She is, among other CX books, the author of ‘Would You Do That To Your Mother?’. Tony Hsieh. Shep Hyken. Adam Toporek.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

Shep Hyken

JANUARY 17, 2023

“Listening to customers informs us what innovations we should develop to keep up with their needs and expectations.” Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Artificial Intelligence 52

Artificial Intelligence Manufacturing Business Growth Finance 52

Shep Hyken

JUNE 14, 2022

Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and consulting firm. ” About: Jonathan Shroyer is the Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and offshoring consulting firm.

AI 57

AI Innovation Business Growth Customer Service 57

Zendesk

MARCH 2, 2023

This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. Retail’s Big Show brings together change-makers and leaders from around the globe to showcase the latest innovations and illuminate trends.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Shep Hyken

JANUARY 10, 2023

B2B or B2C…CX is CX . When investing in new technology, the top consideration for businesses must be to make customers feel like they are being cared for. Innovation doesn’t need to be sexy. There is no B2B in CX. How does innovation create value?

B2C 20

B2C B2B Innovation CX 20

Fonolo

NOVEMBER 9, 2017

Director of CX, UL EHS Sustainability. Shep Hyken is a customer service expert, business speaker and New York Times bestselling author, helping companies deliver amazing customer service and experiences! Who Should Attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Experience. Shep Hyken.

Social Media 59

Social Media Customer Service Contact Center Education 59

Fonolo

JULY 31, 2018

The CX industry is an incredibly dynamic one. Its ever-changing nature means that, in order for businesses to thrive, adapting new technologies and meeting contemporary customer desires are absolute musts. WEBINAR] What Are the Top CX Metrics for Improving Your Contact Center? We’ll talk about: The Top CX Metrics.

Retail 52

Retail Customer Experience Contact Center Education 52

Aquire

JANUARY 6, 2022

Imagine, for example, that an airline check in is particularly busy at an airport in New York and all of their gate agents are rushed off their feet. In that case, a gate agent in Arkansas could jump in to assist a passenger in New York via video chat and help smoothen the process. Stability and efficiency.

Customer Service 98

Customer Service Social Media Technology Technology 98

Confirmit

JUNE 28, 2018

A couple of weeks ago, we held our Third Annual B2B Summit in New York. During their presentation, Faith and Eric shared key tips on how to incorporate storytelling into CX presentations. Ending the featured presentations was Confirmit’s Claire Sporton, SVP of CX Innovation. Success is all about action.

B2B 40

B2B Voice of the Customer CX Innovation 40

Fonolo

JANUARY 14, 2020

He is a New York Times and Wall Street Journal bestselling author. Annette Franz @ CX Journey. Annette is founder and CEO — Chief Experience Officer — of CX Journey Inc. She’s definitely, “a CX influencer you should know” . Shep Hyken. You can follow him on Twitter here.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Confirmit

SEPTEMBER 11, 2019

The Confirmit team has hosted fantastic events in New York and London already – and now it’s Sydney’s turn to step into the spotlight. For those of you that follow our events, you’ll know that we’ve had a bit of a rock star theme going on this year. We have a great mix of speakers across two tracks.

Hospitality 40

Hospitality Hospitality Voice of the Customer Innovation 40

Beyond Philosophy

DECEMBER 2, 2021

it’s a lot like FAO Schwartz in New York’s Times Square). Despite constantly evolving and innovating, the experience is heavy on nostalgia. The post Why Nostalgia is Not Just a Thing of the Past But the Present appeared first on CX Consulting. Parents want their kids to play with the same toys they had.

Entertainment 88

Entertainment Construction Innovation Customer Experience 88

Fonolo

NOVEMBER 21, 2017

Director of CX, UL EHS Sustainability. Shep Hyken is a customer service expert, business speaker and New York Times bestselling author, helping companies deliver amazing customer service and experiences! Who Should Attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Experience. Shep Hyken.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

Customer Bliss

FEBRUARY 21, 2017

Media is a business vertical that is beginning to engage CX leaders. The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Episode Overview. About Robert. 15+ years working in the digital industry.

B2C 64

B2C B2B Engineering Start-ups 64

Customer Bliss

NOVEMBER 30, 2016

Experimentation: Building processes for improvement and innovation into the daily work of your business; developing capabilities to develop and roll out new offerings. Patricia O’Connell is a New York City-based writer and editor specializing in business, leadership, and strategy.

Engineering 88

Engineering Start-ups Innovation Customer Experience 88

Chip Bell

MAY 12, 2020

had managed to stay clear of the virus that seemed to originate from a Chinese wet market in Wuhan, China, with a population of 11 million (almost the size of New York City and Los Angeles combined). COVID 19 changed everything. But then, on January 19, 2020, the first case invaded our shores.

Manufacturing 64

Manufacturing Hospitality Hospitality Customer Expectations 64

Fonolo

NOVEMBER 23, 2017

Director of CX, UL EHS Sustainability. Shep Hyken is a customer service expert, business speaker and New York Times bestselling author, helping companies deliver amazing customer service and experiences! Who Should Attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Experience. Shep Hyken.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

1 to 1

JANUARY 25, 2024

That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. The topic of AI was everywhere. Tractor Supply Co.,

Retail 26

Retail AI Artificial Intelligence Contact Center 26

Customer Bliss

AUGUST 23, 2016

He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. “What I Know Now That I Wish I Knew Then” This is my pay-it forward question to all CX leaders, and because Darryl has held this role so many times at so many different places, I was really interested to see what he said.

Pharmaceutical 0

Pharmaceutical Finance Healthcare Start-ups 0