CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. 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. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

CX 266

CX Innovation Contact Center Education 266

Steven Van Belleghem

JANUARY 11, 2021

Phase 1: Compensating the physical world. In the first week of March 2020 I was still very naive. In my emails from that period I was convinced that by mid-May 2020 I would be travelling the world again as if COVID hadn’t happened. Just a few days later full-blown panic set in as it dawned on me I was basically out of a job. All my keynote presentations were cancelled and my mailbox was empty.

Customer Experience 98

Customer Experience Real Estate Start-ups Social Media 98

CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. 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. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

CX 182

CX Innovation Contact Center Education 182

Astute

JANUARY 11, 2021

The best customer service management strategy has clear goals, solid journey maps, strong processes, metrics, and a customer-centric culture. The post 5 Elements of a Winning Customer Service Management Strategy appeared first on Astute.

Customer Service 52

Customer Service Contact Center 52

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1 to 1

JANUARY 11, 2021

Not that long ago, people had limited options when seeking healthcare: they went to their primary care doctor or, for more emergent needs, the local hospital. But these days, patients have a growing number of additional options: walk-in care centers, clinics located within retail pharmacies – even Amazon has entered the healthcare landscape. As competition grows, so too are consumer expectations, meaning healthcare organizations must offer superior patient experience to stay relevant.

Healthcare 26

Healthcare Hospitality Hospitality Omnichannel 26

Zendesk

JANUARY 11, 2021

Once a destination to march steadily toward, digital transformation has suddenly arrived all at once. And while nearly every industry has been fundamentally changed by Covid-19, retailers have been at the forefront of the new digital-first world. Over the past year, customers have embraced online shopping like never before, forcing businesses to quickly adapt their tools and processes.

Customer Experience 52

Customer Experience Retail Start-ups Sales 52