Steven Van Belleghem

FEBRUARY 24, 2021

Though this channel has a broader scope than mere CX, you’ll find many talks there with top marketing gurus like Gary Vaynerchuck, Brian Solis and Seth Godin. Neil Patel is a New York Times bestselling author and one of world’s top marketers.

CX 98

CX Customer Experience Social Media Innovation 98

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. His work at Salesforce focuses on exploring digital transformation, innovation and disruption, CX, commerce, and the cognitive enterprise.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Zendesk

FEBRUARY 17, 2021

In 2020, tens of thousands of retail professionals descended as usual on the Javits Center in New York City for the National Retail Federation’s Big Show. Doing retail well means giving CX the attention it deserves as both a competitive differentiator and a business priority. Listening to customers to create better CX.

Retail 98

Retail E-commerce CX Start-ups 98

Doing CX Right

JANUARY 21, 2023

Daniel Pink, author of five New York Times bestsellers, and Stacy Sherman discuss the value of regret and how looking backward moves us forward in business and life. The post The Silver Lining in Regret: How to Turn a Negative Experience into a Positive Outcome appeared first on Doing CX Right.

CX 59

CX 59

Doing CX Right

JANUARY 21, 2023

Daniel Pink, author of five New York Times bestsellers, and Stacy Sherman discuss the value of regret and how looking backward moves us forward in business and life. The post The Silver Lining in Regret: How to Turn a Negative Experience into a Positive Outcome appeared first on Doing CX Right.

CX 52

CX 52

Beyond Philosophy

APRIL 26, 2017

Race Through New York With Jimmy Fallon instead has a “virtual line.” Make sure you are creating an excellent, up to date CX for your customers. Register now for Beyond Philosophy’s Secrets of a Successful CX Training Program. 5 Things You Can’t Forget About CX During the Vacation Season. Outrageous!

Technology 113

Technology Technology CX Touchpoint 113

Shep Hyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Follow on Twitter: @Hyken.

Customer Experience 116

Customer Experience AI CX Technology 116

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

Shep Hyken

JULY 19, 2022

The Gig CX. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. ” About: Megan Neale is Co-founder and COO of Limitless , an AI-powered Gig CX platform. New York Times ?bestselling

Contact Center 112

Contact Center CX Innovation AI 112

Zendesk

SEPTEMBER 15, 2023

What makes Zendesk AI different Zendesk AI is built for customer experience, part and parcel of our CX solution both overtly–in our bots and customer-facing applications–and under the hood, automating workflows to save time for agents and create more personalized customer experiences. gated-cta-in-post] What’s on the agenda?

AI 52

AI Innovation CX Customer Experience 52

Shep Hyken

JULY 20, 2021

Improving CX through Customer Workflows. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. The End-to-End Customer Experience.

Customer Service 137

Customer Service CX Customer Experience 137

Shep Hyken

DECEMBER 27, 2022

Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. What is the difference between VoC and CX? Why is voice of customer so important? Are customer surveys worth it? What does the voice of the customer mean in business?

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

Shep Hyken

NOVEMBER 1, 2022

Serve and Sell Your Customers with An Amazing Digital CX. The three things that brands need to do to excel at social selling and digital CX: Create a buyer-centric profile that looks good to your customers and positions your organization as the expert that can help them. New York Times ?bestselling This episode of?

Social Media 98

Social Media CX Customer Service Sales 98

Shep Hyken

MAY 3, 2022

Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. ” About: Devin Poole is the Senior Director of CX Strategy at Dixa. New York Times ?bestselling Customer Service and Issue Centricity. Empowering Customer Support Agents with Data.

CX 103

CX Customer Service Sales Customer Experience 103

Shep Hyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? Back in the day, Steve Jobs was very specific about how he wanted the unboxing of the company’s products to be an amazing CX. Think about how cool it is to unbox an iPhone or iPad.

Customer Service 135

Customer Service Customer Experience Gaming CX 135

Shep Hyken

JANUARY 4, 2023

Happy New Year! And in the world of customer service and CX, there is much to be excited about. Smart leaders are now realizing that customer service and a focus on CX pays. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service 124

Customer Service Customer Experience B2C B2B 124

Beyond Philosophy

JULY 16, 2019

What You Must Know about Choice Architecture in Your CX. If you enjoyed this post, you might be interested in the following blogs and podcasts: MEMORY CUES – EXCELLENT CX IS USELESS IF NO ONE REMEMBERS IT. HOW YOUR CUSTOMERS’ IDENTITY ISSUES ARE AFFECTING YOUR CX. New York: Penguin Books, 2009. and Cass R Sunstein.

CX 126

CX Customer Experience 126

Kerry Bodine

JUNE 20, 2015

New York City. New York City. New York City. New York City. August 13, 2015. Cambridge, Massachusetts. Design Management Institute’s Design Leadership Conference. September 27 – 29, 2015. Service Design Network’s Global Conference. October 2 – 3, 2015. October 8, 2015. Copenhagen.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. Answer: “It didn’t start out as CX, it started out as CS, that’s customer service.

CX 70

CX Start-ups Omnichannel Technology 70

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 120

Customer Experience AI Outlook CX 120

Shep Hyken

FEBRUARY 8, 2022

An Evolutionary Moment for CX. Per Forrester, more than 60% of customer experience professionals say their businesses lack closed-loop processes for CX feedback. For example, if, on average, your customers are willing to stand in line for 5 minutes but they start to get upset at the 10-minute mark, open up a new line at 9 minutes.

Healthcare 82

Healthcare Start-ups Customer Survey AI 82

Confirmit

SEPTEMBER 25, 2018

It’s that time of year again, where employees at Confirmit get ramped up to celebrate CX Day , and more importantly our customers! This year we plan to celebrate our clients that won ACE Awards by showcasing them on a dedicated website for CX Day. Here’s a hint: We’ll be celebrating in New York, Milan and Japan.

CX 40

CX Voice of the Customer Technology Technology 40

Shep Hyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). Where customer service and CX differ from Newton’s third law is that it’s not always an exact equal or opposite reaction. It doesn’t happen every time, but almost every time.

Customer Service 104

Customer Service CX Customer Experience Customer Loyalty 104

Shep Hyken

JUNE 28, 2021

Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP. Linkedin Pulse) The foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement, is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Customer Service 129

Customer Service Government CX Start-ups 129

Confirmit

SEPTEMBER 30, 2019

In this short video filmed at Confirmit’s B2B Summit in New York, Elisa Spano, Strategy and Insights Manager at Fannie Mae talks about the impact their Customer Experience program has had on the business. This includes both driving smarter investment decisions, and delivering real changes to the company culture.

CX 40

CX Finance Voice of the Customer B2B 40

Shep Hyken

JANUARY 18, 2022

The Four CX Pillars. Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. They discuss the four CX pillars: team, tools, process, and feedback. Team: Constantly train, evolve and optimize your CX team.

Sports 72

Sports CX Customer Experience Management Customer Feedback 72

Beyond Philosophy

JANUARY 27, 2016

But it is possible and requires a new way of thinking about it. Gretchen Rubin, New York Times Bestselling Author of The Happiness Project (and fellow LinkedIn Influencer), wrote an article, “ The Positive Perspective: Replacing ‘Despite’ with ‘Because ’.” How to implement this next level, however, is not as simple.

Net Promoter Score 94

Net Promoter Score CX Customer Experience 94

Shep Hyken

AUGUST 9, 2021

If you want to create a better CX, eliminate the friction. That said, there are some insights into the importance of managing CX. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. My Comment: We’re back to one of my favorite topics, convenience.

Customer Service 131

Customer Service Social Media CX Customer Experience 131

Shep Hyken

FEBRUARY 14, 2022

By the way, gifting is a power CX and marketing strategy, but that’s for another discussion. Top 10 CX Podcasts: Hit Play by Chandni U. Martechvibe) Martechvibe looks at some customer experience (CX) podcasts that have been helping leaders strengthen their brand-customer relationship. Get the insights in this free CX Report!

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Execs In The Know

FEBRUARY 14, 2023

Customer experience (CX) leaders and professionals have especially taken notice, as there has never been a chatbot that is seemingly so smart and capable. Indeed, there is – and/but, some context and clarity are needed to ensure we as a CX community don’t retrace the same steps and mistakes from the previous chatbot chapter(s).

CX 52

CX AI Compliance Gaming 52

Kerry Bodine

JANUARY 4, 2017

New York City. IQPC’s CX Exchange Telecoms. IQPC’s CX Exchange Retail. Walker B-to-B CX Summit. New York City. And, as the title of this post implies, I’ll be keeping this list up to date on a rolling basis. Am I missing an upcoming event? Please let me know ! IXDA Interaction 17.

CEM 48

CEM CX Contact Center Retail 48

Shep Hyken

OCTOBER 25, 2021

What Kind of CX Do Customers Really Want? The author notes that while chatbots continue to be popular with companies, customers are experiencing a CX failure. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Here are my top five picks from last week.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

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). He shares his expertise on his podcast, CX Goalkeeper , and books, including his latest, Customer Experience 4 (CX4). Winning the World Cup in Customer Experience.

Sports 57

Sports B2C Social Media Gaming 57

Shep Hyken

FEBRUARY 15, 2022

Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL.?They He is a CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL. New York Times ?bestselling Experience Leadership.

Customer Survey 74

Customer Survey Education CX Customer Service 74

Shep Hyken

JULY 13, 2021

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. ” About: Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge.

CX 81

CX Customer Expectations Customer Service Customer Experience 81

Beyond Philosophy

NOVEMBER 17, 2015

Kate Spade New York has their hand in many types of luxury items these days, from handbags to clothing to fragrance to stationery. A great new retail strategy. According to Business Insider, the new experience is called a “guest journey” and the sales associate is now their “muse.”. Something else they have?

Retail 127

Retail Sales Customer Experience CX 127

Shep Hyken

JANUARY 11, 2022

The “Now” CX Movement. Shep Hyken interviews Eng Tan, author of Experience is Everything and CEO of Simplr , a company that is redefining the way brands deliver CX. They discuss what CX teams need to let go of in order to succeed in the new era of CX. New York Times ?bestselling

Omnichannel 61

Omnichannel NPS CX Customer Service 61