Doing CX Right

OCTOBER 29, 2020

I had the opportunity to speak at Michigan State University CXM Best Practices Symposium. Which CX tips and best practices resonate most, and why? The post CXM Best Practices Symposium appeared first on Doing CX Right. I shared practical customer experience takeaways and how to’s. I look forward to your comments. .

CXM 52

CXM Customer Experience Management CX Customer Feedback 52

Doing CX Right

SEPTEMBER 7, 2020

I had the opportunity to be a guest on a podcast show hosted by Tom Dewitt , Director of CX at Michigan State University as well as Bob Kiple , a Marketing professional. They are a dynamic duo and I encourage you to listen to all their CX episodes. Advice to students who want to enter the CX field. And so much more.

Education 52

Education CX Customer Experience 52

Shep Hyken

APRIL 5, 2022

Cook Emeritus Professor of Business at the University of Michigan. Cook Emeritus Professor of Business at the University of Michigan. Shep Hyken interviews Dr. Claes Fornell, founder of the American Customer Satisfaction Index (ACSI) and the Distinguished Donald C. marketplace on their customer satisfaction scores. New York Times ?

Customer Satisfaction 61

Customer Satisfaction Customer Retention Customer Service Customer Experience 61

Heart of the Customer

JANUARY 8, 2015

Be a mediocre CX program. Ask yourself, how do the best CX organizations tell their story? Think about Temkin Award Winner Oracle or CXPA Innovation Award Winner Blue Cross Blue Shield of Michigan. The post CX people are digital, customers and employees are analog appeared first on Heart of the Customer.

Customer Journey Map 96

Customer Journey Map CX Voice of the Customer Innovation 96

Comm100

MAY 4, 2022

This improves CX while also increasing engagement with potential members. Lake Michigan Credit Union. Lake Michigan Credit Union (LMCU) was founded in 1933 and has grown to become one of the largest credit unions in the United States. Secondly, omnichannel engagement platforms help credit unions to provide personalized support.

Omnichannel 81

Omnichannel AI Artificial Intelligence Start-ups 81

Comm100

DECEMBER 13, 2021

With the opportunity to improve member services through live chat insights in mind, we can look at the example of Lake Michigan Credit Union’s implementation of Comm100 Live Chat. The team also enjoys having private canned responses as well as group canned responses.” – Jasmina Duric, Lake Michigan Credit Union.

CX 52

CX Start-ups AI Technology 52

Comm100

MARCH 2, 2022

With this has come a high appreciation of customer experience (CX). When it comes to CX, 83% of Millennials agree that ‘the experience a company provides is as important as its products/services.’, But Millennials don’t just value CX. Lake Michigan Credit Union, Jasmina Duric, Manager of E-Services and Support Department.

Omnichannel 52

Omnichannel Non-Profits Start-ups CX 52