Execs In The Know

MARCH 16, 2023

It’s a subject Roku’s Director of Customer Care, Commerce, Mark McKercher, and VXI’s VP of CX Advisory Services, Cheryll Aganda, recently touched on during their speaking engagement at the 2023 Customer Response Summit in Austin, Texas. Mark: Organizations talk a lot about innovation but struggle to get stakeholder buy-in.

Contact Center 97

Contact Center Innovation AI Technology 97

1 to 1

FEBRUARY 1, 2024

Customer Contact Week (CCW) Austin, an event series dedicated to elevating professionals within the customer service industry, successfully concluded on January 25th in Austin, Texas. The event centered its focus on the transformative role of artificial intelligence (AI) in shaping the customer experience (CX) landscape.

AI 26

AI Artificial Intelligence Innovation CX 26

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: I love that.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers”.

Customer Experience 117

Customer Experience Retail Gaming B2C 117

Execs In The Know

MAY 4, 2023

Their eye-catching designs, innovative features, commitment to safety, and boundless fun factor create an experience that is second to none. I started on the sales side and represented Texas and that’s where the magic opportunity came for me to move into CX. Magazine as one of the fastest-growing companies in America.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts. CX #CustomerExperience Click To Tweet.

Finance 76

Finance CX Start-ups Voice of the Customer 76

Chip Bell

JULY 16, 2019

Years ago, University of Texas professor Robert Peterson’s research indicated that when customers use the “L” word (or other emotion-laden terms of endearment) to describe you, their buying habits are dramatically different that those who simply like you. One wants to be amazed; the other to be adored.

Education 55

Education Age of the Customer Customer Experience Innovation 55