ECXO

DECEMBER 26, 2023

This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Also, I was happy to see a lot of new authors coming out of Europe, talking about CX, EX, and Design with very interesting perspectives.

CX 52

CX Social Media Sports Customer Service 52

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). Top Takeaways: Customer service is a team sport where different experts and teams empower and learn from each other to provide an amazing customer experience.

Sports 57

Sports B2C Social Media Gaming 57

Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. There are two thoughts I have on CX in 2022 and beyond. Our role as CX leaders is to prepare as best we can.

CX 123

CX Customer Experience Non-Profits Social Media 123

CSAT.AI

AUGUST 3, 2022

They have inspired the world so much that what started as a children’s building toy has evolved into an international adult sporting competition. The challenge is to provide innovative answers to the care and education of the world’s youngest members focusing on newborns through children six years of age. That’s some impact. .

Entertainment 102

Entertainment Sports Innovation Gaming 102

Fonolo

SEPTEMBER 13, 2018

As Lawrence Martin of the Globe and Mail writes: “In the context of its celebrated history, our national sport is clearly past its prime, clearly on the decline … Hockey’s heyday was the Cold War era, 1950 to 1990. It was then that … hockey became an identity sport, occupying a role in society much grander than that of a game.”.

Sports 83

Sports Gaming Contact Center Social Media 83

Intercom

JUNE 2, 2022

When it comes to CX, we must shift our mindset around adding value to the customers, not just extracting it. Success isn’t stationary, and organizations need to keep innovating and adapting to new trends and customer needs if they want to keep being relevant in the future. Continuous innovation. Elizabeth: Yes.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX 129

CX Customer Experience Education Machine Learning 129

Execs In The Know

MARCH 13, 2023

It is the world’s largest car sharing marketplace and has been named Fast Company’s 10 Most Innovative Companies in Transportation. More options: Turo offers a wide range of vehicles to choose from, including luxury cars, sports cars, and trucks. It’s like Airbnb, but for cars.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Customer Bliss

MAY 23, 2018

Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. Carolyne Matseshe-Crawford @fanatics #CX #CustExp Click To Tweet.

Sports 78

Sports E-commerce Customer Experience Legal 78

Execs In The Know

APRIL 8, 2022

Together, the group was able to challenge the “status quo” and inspire innovation through COMMUNITY, CONNECTION, and BALANCE. How Fanatics Activated Its CX Data Superpowers. By approaching CX with a fan’s passion, Carolyne and team are turning data insights into heroic moments — all in the spirit of a mission to serve.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Execs In The Know

APRIL 14, 2022

Not only did the event bring together many of the best minds in customer experience (CX) — all for a much-needed moment of COMMUNITY, CONNECTION, and BALANCE — but the event also provided a ton of learnings and actionable insights for attendees to take back to their organizations. Designing a Service Strategy to Deliver Superior CX.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. Last year was no exception. . It doesn't cost a cent, we promise!).

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Customer Bliss

APRIL 23, 2021

What you find in environments where there’s a lot of innovation and ingenuity is an element of–absolutely–a truthful environment. I feel like a lot of companies are looking this way because they are so addicted to tiered experiences: if you are a loyal customer you’re in the rewards club or whatever, you get this awesome CX.

Customer Experience 109

Customer Experience Sports CX Technology 109

Lumoa

OCTOBER 31, 2018

We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. Customers want unique, special and innovative.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Steven Van Belleghem

FEBRUARY 7, 2022

I believe that this is the perfect moment for companies to start testing it in terms of marketing and CX: the potential is huge and the entry costs still rather low (depending on what you choose to do there, obviously). Or how could you even disrupt it, with clever innovation approaches? How can it reinforce your brand?

E-commerce 117

E-commerce Gaming Non-Profits Entertainment 117

Zendesk

APRIL 7, 2023

Lots of companies have asked us: Why should we buy a CX solution when we could work with in-house developers to build our own? Building your own CX solution is time- and labor-intensive, and it requires an ongoing investment of developer resources to maintain. Here are five common reasons that our customers decided to buy CX software.

Compliance 52

Compliance AI Gaming Start-ups 52

SurveySensum

JULY 20, 2023

The issues could be – declining product or service quality, lack of innovation or outdated offerings, unfavorable customer service experiences, or uncompetitive pricing compared to alternatives. Mina and Her Sporting Goods Store Mina runs an awesome online store for sporting goods.

Retail 52

Retail Customer Feedback CX Social Media 52

Execs In The Know

APRIL 20, 2021

April 20, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce the addition of Carolyne Truelove, Head of Global Fan Experience at Fanatics , to the company’s 2021 Corporate Advisory Board. SCOTTSDALE, Ariz., Jared Benesh, Director, Customer Experience Capabilities, H&R Block.

E-commerce 40

E-commerce Sports Manufacturing Retail 40

SugarCRM

NOVEMBER 8, 2022

Backcountry is an online specialty retailer and parent company of four business units that specialize in gear for wilderness adventures and outdoor sports, including biking, skiing, snowboarding, climbing, fly-fishing, hiking, and camping. How Backcountry and SugarCRM Aligned on Shifting Customer Needs. Download the full case study here.

Sales 26

Sales CRM Sports B2C 26

SurveySensum

JULY 17, 2023

Decathlon, a renowned sporting goods retailer, excels in this area. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Nike also took this strategy seriously and created a community among sneakerheads and sports enthusiasts.

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Decathlon, a renowned sporting goods retailer, excels in this area. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Nike also took this strategy seriously and created a community among sneakerheads and sports enthusiasts.

Retail 52

Retail Customer Experience Sports Touchpoint 52

CX Journey

MARCH 5, 2019

Raving Fans vs. Fairweather Fans What is the CX End Game? They are the brains behind a movement called Immortal Fans, a campaign they created in 2013 for Sport Club Recife in Brazil. Sport Club Recife wanted to use its power to do more, to do good. Inspiration x Innovation = Impact. Employees Can Be Raving Fans, Too!

Sports 34

Sports Gaming Start-ups Innovation 34

Zendesk

AUGUST 22, 2023

Businesses that focus on delivering exceptional customer experiences and service are more likely to drive significant growth than those who don’t—a great product and great CX are the two key ingredients that make customers come back. Success requires constant attention and innovation. The post What is product-market fit?

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52

Qualtrics

APRIL 14, 2021

Business, sales and marketing leaders are embracing B2B CX programs to optimize customer experience, but it’s not easy. We explore 6 successful B2B CX examples to share what you can do in your company. The benefits of a great B2B CX program can be reduced churn and increased business growth. B2B businesses are different.

B2B 26

B2B Close the Loop CX B2C 26

CX Journey

MARCH 5, 2019

Raving Fans vs. Fairweather Fans What is the CX End Game? They are the brains behind a movement called Immortal Fans, a campaign they created in 2013 for Sport Club Recife in Brazil. Sport Club Recife wanted to use its power to do more, to do good. Inspiration x Innovation = Impact. Employees Can Be Raving Fans, Too!

Sports 32

Sports Gaming Start-ups Innovation 32

Customer Bliss

MARCH 9, 2017

CCOs are sometimes challenged in this aspect of talent strategy — people need to understand what CX is, and what the team is doing, before headcount can be expanded. (A I will say this: just as you focus on experience reliability and innovation when facing customers , you need to do the same when facing employee candidates.

Customer Experience 71

Customer Experience Sports CX Innovation 71

ClearAction

NOVEMBER 3, 2015

CX investments. CX excellence is. CX insights are applied to. Second, it is the key to being more innovative, and more successful in launches. Customer Experience Improvement is a Team Sport. leverages the positive. is grounded in customers’ realities. Customer retention. make up for mistakes. image-building.

Customer Experience 101

Customer Experience VOC CXM Customer Experience Management 101

CSAT.AI

SEPTEMBER 5, 2018

When customers reach out with an innovative idea, especially if your tracking shows that multiple customers are on the same page, they are doing your work for you. They claim loyalty to your brand like it’s their favorite sports team. Their feedback can help you design your next product. Just make sure you acknowledge their praise.

Customer Service 52

Customer Service Sentiment Analysis Sports Customer Retention 52

Customer Bliss

AUGUST 9, 2018

The video feedback was one of the first steps in reshaping how the customer experience was viewed, but to truly have a catalyst for the CX program and drive culture change, Daniel and Elizabeth decided to create a customer room. Customer Room goals: Educational space for employees.

Customer Experience 70

Customer Experience Net Promoter Score Sports Education 70

Fonolo

MARCH 17, 2020

Hyundai: You’ve probably heard of it; the name again on the tip of everyone’s tongues thanks to a memorable, highly-lauded SuperBowl Hyundai Sonata 2020 commercial featuring John Krasinski, Rachel Dratch, and Chris Evans sporting some iconic Boston accents — “Smaht Pahk” — an ad which has so far attracted around 55.2 million views on YouTube.

Sports 67

Sports Customer Service Voice of the Customer Technology 67

Qualtrics

FEBRUARY 17, 2021

This input allows teams of product, technical, operations, and business leaders to make sound decisions together, turning that dragster into a high-performance sports car that can handle those curves customers throw at us. Many CX teams have even begun to incorporate session replay data to contextualize their direct customer feedback.

VOC 26

VOC E-commerce Sports CX 26

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. The future is urgently calling for us to shift to company-wide alignment with CX. Here’s why: CXM Status Quo.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Customer Bliss

NOVEMBER 1, 2018

A delightful CX meant that they were to develop a value system around uplifting other people. In an industry where supporting highly engaged sports fans is your business, it’s important that employees are engaged as well. Carolyne Matseshe-Crawford, VP of Fan Experience @Fanatics #CX Click To Tweet.

Sports 70

Sports Start-ups Technology Technology 70

Chip Bell

FEBRUARY 5, 2019

I do not hunt today but my younger brother has continued the sport at the graduate level—he hunts deer and wild boar—with a bow! And, I lived on a farm deep in the pine woods on the edge of a swamp. As a youngster I hunted dove, quail and squirrel that often wound up on our supper table.

Sports 66

Sports Start-ups Customer Relationship B2C 66

Chip Bell

JANUARY 8, 2019

Weston Hotels sport everywhere a signature fresh memorable fragrance called white tea. They do not look like they came from the local nursery; they look like they came from the jungle. Order a fruit plate at the Hotel Bel-Air in Los Angeles and it might contain something unexpected–passion fruit, heirloom figs, or slices of kumquat.

Sports 56

Sports Innovation CX Customer Service 56

ClearAction

OCTOBER 2, 2017

Think of yourself as coach of a sports team to draw inspiration for your storytelling role. And learn more about CX Day at: [link]. Then say it. 4) Context : practice showing how your message is part of a bigger picture , and how people’s behaviors are part of a bigger chain of events. Use it for presentations of all types.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78

Chip Bell

MARCH 5, 2019

Someone “marries above their class,” makes decisions “above their pay grade,” and plays a sport “over their head.” We have a lot of funny lines about exalted stations. ” The concept is about stretching beyond the norm, outside the boundary, or past what might be reasonably expected.

Sports 45

Sports Manufacturing Education Customer Expectations 45