DMG Consulting

JUNE 3, 2024

5 Ways AI Can Enhance CX (and EX) View this article on the publisher’s website. The artificial intelligence (AI) revolution is upon us, getting more established and picking up momentum every passing day. It’s not a question of will your company apply it, only when you will start. Like what you’re reading?

48

48

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Igniting a passion for CX.

CX 182

CX Innovation Contact Center Education 182

Experience Investigators

DECEMBER 15, 2023

That’s why 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. Here are 15 ideas to get you started. of customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Let’s explore the 4 gold metrics that drive every CX metric.

CX 62

CX Non-Profits Data Mining Start-ups 62

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What Do Customers Value in CX?

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Here are 7 tips things we came up with: 1. Create a CX journey for your employees.

CX 182

CX Voice of the Customer Start-ups Contact Center 182

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Here are 7 tips things we came up with: ,,, 1.

CX 182

CX Voice of the Customer Start-ups Contact Center 182

Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. “I Have you ever gone to a website and couldn’t find the number to call?

Contact Center 126

Contact Center CX NPS Start-ups 126

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. Still, the largest chunk (20%) sit in Information Technology (IT).

CX 130

CX CX Transformation Government Start-ups 130

Execs In The Know

MARCH 14, 2022

Why is customer experience (CX) a critical piece of digital transformation? Where should you start when it comes to digital CX transformation? Figuring out where to start is really up to your organization to analyze and prioritize based on where your customer metrics are lacking. WISMO) tracking.

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122

CX Accelerator

FEBRUARY 6, 2019

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. Take a look at these examples: Brittany Naylor I was inspired by some really great comments from the Head of CX at Outdoor Voices this week on the topic of Next Issue Avoidance.

Contact Center 206

Contact Center CX B2C Start-ups 206

Customer Bliss

JANUARY 10, 2019

As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. CX #Customerservice Click To Tweet. CX #Leadership Click To Tweet.

Start-ups 62

Start-ups Customer Experience Education Contact Center 62

Experience Investigators

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

CSAT.AI

JULY 12, 2023

AI can help, but companies that can’t handle a complete overhaul wonder where to start with AI. Customers Want Better Service and CX Customers are demanding great CX. They found that multiple industries of varying sizes are interested in leveling up their CX and service. Where to Start With AI: CSAT.AI

AI 87

AI CX Gambling Sentiment Analysis 87

Intercom, Inc.

OCTOBER 22, 2020

According to Nate Brown , the companies that move from reactive customer service to a more holistic, proactive customer experience (CX) approach will be the ones that ultimately survive and thrive. Taking a holistic approach to CX. Here’s Nate: “As Annette Franz would say, ‘A CX change is culture change.’ Voice of the customer.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Intercom, Inc.

FEBRUARY 25, 2021

Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. Bobby Stapleton , our Senior Manager of Customer Support for North America, recently caught up with Annette to chat about getting to know the customer and why personas and journey mapping are the perfect tools to do it.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Mainstream Voice of Customer practices are hurting data quality, which reduces buy-in, engagement, credibility, and CX job tenure.

CX 62

CX Customer Survey Start-ups Voice of the Customer 62

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? Providing poor CX is incredibly expensive! Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers.

CX 173

CX Contact Center Start-ups Customer Experience 173

Execs In The Know

APRIL 8, 2024

After all, in an era where unpredictability reigns supreme – particularly for customer experience (CX) leaders – the relentless pursuit of change can be exhausting and disorienting. It’s no wonder that many CX leaders find themselves grappling with self- doubt. This shouldn’t be surprising.

CX 52

CX CX Transformation Technology Technology 52

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Identify your CX Heroes, celebrate them and model them. Here they are!

CX 163

CX CEM Close the Loop Business Administration 163

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. How can you utilize this knowledge to enhance customer experience (CX)?

CX 110

CX Customer Experience Social Media Sentiment Analysis 110

Uniphore

DECEMBER 7, 2021

with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. But CX leaders can do more for customers beyond the transaction.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Experience Investigators

NOVEMBER 14, 2023

Is your bookshelf begging for some enlightening CX literature? Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement.

CX 52

CX Gaming Start-ups Customer Experience 52

Futurelab

MARCH 20, 2022

These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. And how can CX leaders navigate this new terrain to reach new heights? The 2022 State of CX Report presents these findings. How do you get executive commitment?

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Experience Investigators

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. We’re also confronting CX blind spots regarding AI integration and the declining comfort customers feel around these tools.

CX 52

CX Government Manufacturing CX Transformation 52

Zendesk

AUGUST 3, 2022

What makes a winning CX program for fintechs? In the past few years, CX has become a priority for fintechs. Here are the three things every fintech should be doing to develop a leading CX strategy: Engage company leaders on the importance of CX. Going all in on CX is easy to say but not so easy to do.

CX 98

CX Omnichannel Start-ups Customer Service 98

Zendesk

MAY 25, 2022

I have been working in CX for six or seven years. But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. So if you’ve just dropped in on the CX scene, let me help you get up to speed.

CX 98

CX Social Media Start-ups Sports 98

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. A profound transformation is underway in customer service.

Customer Service 86

Customer Service CX AI Start-ups 86

Zendesk

APRIL 20, 2023

Quite the contrary, when human agents and AI join forces, they form a powerful CX team—one that builds on their strengths, while minimizing their weaknesses. When human agents and AI join forces, they form a powerful CX team. For companies, rethinking and reshaping your support operation starts now.

AI 96

AI CX Artificial Intelligence Start-ups 96

Uniphore

JUNE 15, 2021

and the 7 Surprising CX Insights They Reveal. After all, delivering a great customer experience starts with a good employee experience. Two-Faced Types Start out friendly but turn ugly when things don’t go smoothly. Grumps Are determined to go “up the chain” until they get the answer they want.

CX 162

CX Social Media Contact Center Actionable Insights 162

Intercom, Inc.

MARCH 25, 2021

For businesses to grow, they must rise above the constant stream of issues and deflection strategies and shift to a proactive CX approach. He took such great care of his customers, in fact, that when he retired, people lined up to say goodbye. Here are some of our favorite takeaways from the conversation: 1. The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

Lumoa

FEBRUARY 2, 2023

Let’s get started. 5 Strategies to Improve Customer Experience in Your Store Understand Your Customers Create a Consistent Customer Journey Modernize Your Technology Measure Customer Satisfaction Implement a Loyalty Program The Future of Customer Experience in Retail Wrapping It Up What is Customer Experience and Why Is it Important?

Retail 94

Retail Net Promoter Score Customer Experience CX 94

Experience Investigators

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Any CX charter should address the following six components: What is Our CX Vision?

CX 130

CX Net Promoter Score Government NPS 130

Futurelab

DECEMBER 27, 2023

First, businesses started asking for actionable insights rather than just data: a new role that the researchers performed well, turning from number crunchers into consultative teams. Surely, both CX and Voice of the Customer processes have a strong customer survey element to them. Yet this is rarely the case any more.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

SurveySensum

JANUARY 30, 2024

The role is crucial – CX professionals shape how customers perceive a company. That got me thinking – what interview questions really help identify a great CX professional? Have you also found yourself in a similar situation where you could not come up with the right questions to ask a CX professional in an interview?

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

Zendesk

OCTOBER 5, 2023

As part of Zendesk’s CX Moment virtual event series , we spoke with Mizuno’s Director of Customer Support, Whitney Conner, about how Mizuno is building brand loyalty with their customers by providing exceptional CX. I can’t tell you how many people I have hired across this organization that have started in these roles.

Sports 52

Sports CX Gaming Manufacturing 52

Steven Van Belleghem

MAY 24, 2021

Just like that, highly effective CX leaders are proactive: they don’t overly focus on the negative parts of CX that they cannot control. The top of that list features “Customer Obsession”, which they explain in a very Covey-ish manner: “Leaders start with the customer and work backwards. So always go for a win-win situation.

CX 98

CX Start-ups AI Customer Expectations 98