Customer Bliss

SEPTEMBER 27, 2018

In today’s episode, Lucy and I talk about how they define customer success and customer experience at Genesys and how she’s been leading the CX transformation in the organization. Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. CX #CustExp Click To Tweet.

CX 89

CX CX Transformation Government Management Consulting 89

Execs In The Know

APRIL 6, 2023

Here are nuggets of CX wisdom from the recently concluded panel discussion on “Delighting Across the Digital Experience (DX)” at the Customer Response Summit (CRS) held from March 1-3, 2023, in Austin, Texas. Key CX leaders included Carlos Castano (Microsoft), Bit Rambusch (Philips), and Monte Tomasino (Dell Technologies).

Government 52

Government CX Customer Expectations Technology 52

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling. April: When I joined woom Bikes, the U.S.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Beyond Philosophy

JUNE 28, 2019

Researchers conducted a study on this concept at the University of Texas. So…How Do I Apply All of This to CX? < [link] > The post How Your Customers’ Identity Issues Are Affecting Your CX appeared first on. The more established a person is, however, they are less likely to participate in symbolic self-completion.

CX 104

CX Social Media Sales Sports 104

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. Why does this apply to CX?

Customer Experience 117

Customer Experience Retail Gaming B2C 117

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

Kerry Bodine

JANUARY 4, 2017

IQPC’s CX Exchange Telecoms. IQPC’s CX Exchange Retail. Walker B-to-B CX Summit. San Antonio, Texas. Next Generation Customer Experience. March 27 – 29, 2017. April 25 – 26, 2017. Customer Experience Strategies Summit. April 25 – 26, 2017. IPQC’s Executive Customer Contact Exchange. May 9 – 11, 2017.

CEM 48

CEM CX Contact Center Retail 48

Fonolo

MARCH 6, 2019

This Canadian customer experience-obsessed organization is a vibrant and integral part of the North American CS and CX verticals. In addition to hosting an annual conference, and paying homage to outstanding leadership with its Customer Service Excellence Awards, GTACC is a useful resource for knowledge-sharing in the CS and CX spaces.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Intercom

JUNE 2, 2022

When it comes to CX, we must shift our mindset around adding value to the customers, not just extracting it. There was a leader I used to work for when I was an intern after or during college in Dallas, Texas. If you’re short on time, here are a few quick takeaways: Our mindset dictates our thoughts, which motivate our actions.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

Customer Bliss

JANUARY 17, 2019

Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts. She had support from her C-Suite leaders, as the president saw the value of leading their external and internal facing communications with CX. CX #CustomerExperience Click To Tweet.

Finance 76

Finance CX Start-ups Voice of the Customer 76

Beyond Philosophy

SEPTEMBER 10, 2020

One time, a gentleman who worked at an oil company picked me up for a speaking engagement in Austin, Texas. The post Why We Think Things Are Good When They Are Bad appeared first on CX Consulting. Nonetheless, we still hold onto the contradictions despite feeling uncomfortable about it. . Follow Colin Shaw on Twitter @ColinShaw_CX.

Start-ups 183

Start-ups Sports CX Customer Experience 183

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

Customer Bliss

OCTOBER 31, 2017

Anne Witherspoon is an Executive Vice President and the Director of Client Onboarding and Service Delivery at Texas Capital Bank. Anne has an MBA from Texas A&M International University and a BBA from Texas Tech University.

Customer Experience 0

Customer Experience Education Start-ups Gaming 0

Customer Bliss

DECEMBER 20, 2018

Though not a CX book per se, it will definitely get you thinking about ways you can differentiate your brand and the experiences you provide to your customers. Dan has an MBA from Harvard Business School and a BA from the Plan II Honors Program from the University of Texas at Austin. SOME MOMENTS RISE ABOVE THE REST.

Customer Experience 58

Customer Experience CX 58

Comm100

MARCH 16, 2022

However, even within this complex system, there are many ways that the public sector can improve customer experience (CX) and meet their citizens’ high service expectations. Table of Contents: Chapter 1: Governments are taking CX seriously. GOVERNMENTS ARE TAKING CX SERIOUSLY. – Chapter 4.1: – Chapter 4.2:

Government 76

Government Customer Service Compliance CX 76

1 to 1

MARCH 22, 2021

Check out our podcast, “CX and COVID-19: Vaccine Strategies that Work” for more information about CX and vaccine management. And just to give you a sense, probably about four weeks ago now we worked with a point of distribution within the State of Texas for example, that happened to be a pharmacy in this case.

Hospitality 26

Hospitality Hospitality Healthcare Government 26

Customer Bliss

FEBRUARY 7, 2017

Karen resides in Austin, Texas, with her husband and three children. It’s not just about specific CX metrics. It’s about what the company needs and how CX fits into that. The Four Major Steps. In the new capacity, Karen had four major focal points: Define the role of the CCO. ID priorities and create focus areas.

Technology 64

Technology Technology CX Customer Satisfaction 64

Customer Bliss

MARCH 18, 2020

CX #coronavirus Click To Tweet. They have donated over $3million to date, to support food banks throughout Texas; delivering truckloads of food and household supplies to food banks; assistance in mobilizing home feeding for seniors and funds for research and nonprofit partners supporting this community. Extend Grace.

Healthcare 86

Healthcare Hospitality Hospitality Retail 86

Customer Bliss

MARCH 18, 2020

CX #coronavirus Click To Tweet. They have donated over $3million to date, to support food banks throughout Texas; delivering truckloads of food and household supplies to food banks; assistance in mobilizing home feeding for seniors and funds for research and nonprofit partners supporting this community. Extend Grace.

Healthcare 52

Healthcare Hospitality Hospitality Retail 52

Qualtrics

JANUARY 29, 2019

To deliver on its mission to enrich lives, Brookdale Senior Living has put CX at the heart of its business, helping employees get closer to their customers and going the extra mile to deliver on each of their residents’ dreams. Want more CX insights from industry leaders? Net Promoter Score (NPS ? ) Register Now.

Net Promoter Score 31

Net Promoter Score NPS CX Healthcare 31

CX Journey

APRIL 9, 2015

Texas Rangers (#19) Their research gives teams an apples-to-apples comparison of the emotional intensity with which fans support their home team versus corresponding fans of other teams in that market. Detroit Tigers (#6) 5. Washington Nationals (#8) Bottom 5 Teams - 2015 Rankings 30. Houston Astros (#30) 29. Arizona Diamondbacks (#21) 28.

Sports 64

Sports Gaming Entertainment Customer Retention 64

CX Journey

MARCH 31, 2016

Josh Stern is CEO of Reality Based Group , based in Austin, Texas. Dispose of time-worn, faulty data collection methods, reap the rewards of reliable information, and experience the value offered from video mystery shopping.

Mystery Shopping 39

Mystery Shopping Actionable Insights Customer Survey Customer Retention 39

CX Journey

APRIL 28, 2016

Don’t take it personally Square Cow Movers is a small, family-owned moving company based in central Texas with four locations. We want to create some intelligence from all the noise that’s out there.” As a small operator, haters hit Lombard hard.

Customer Feedback 37

Customer Feedback Start-ups Gaming Education 37

SugarCRM

NOVEMBER 16, 2023

Enhanced Support and Service : Support and service activities and processes are also critical to business development and ensuring that you deliver proper levels of CX. You need to interpret it in a fashion that helps you accelerate business growth and enhance CX. However, robust CRM tools offer a 360-degree view of your customers.

Business Growth 26

Business Growth CRM Artificial Intelligence Invoicing 26

Intercom

AUGUST 11, 2022

The call of CX. Go talk to a mom or a dad in Texas trying to figure out how to get their kids back to school or manage summer schedules in light of inflation – you just can’t get that level of depth and understanding unless you go outside your bubble, and that’s one of the key or core components of this.

Start-ups 59

Start-ups NPS Sentiment Analysis Artificial Intelligence 59

CX Journey

AUGUST 22, 2018

Customer Contact Week (CCW) is October 9-12, 2018, in Austin, Texas. Plus, I’ve got a story about someone throwing up on a roller coaster you don’t want to miss. I bet Daymond John, who will be the morning keynote on the same day, can't hold a candle to that story!

Contact Center 27

Contact Center Retail Customer Service Customer Experience 27