Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. At least, that’s Annette Franz ‘ s two cents on the matter. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. With three decades of experience under her belt, she has learned a thing or two about helping companies build customer-centric businesses.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Inside Customer Service

FEBRUARY 25, 2021

Ugly babies are my customer service kryptonite. No, not actual human babies. An "ugly baby" is a metaphor for an idea, project, product, or anything else that someone is really proud of, but isn't terrific. For example, a lot of people send me the customer experience vision statements their companies create. It's an honor because vision statements are my thing.

Construction 162

Construction Start-ups Customer Service Customer Experience Management 162

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. We highlight: Features we added in 2020. The new features we're adding this year. New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health.

CXM 108

CXM CEM Customer Experience Management Customer Feedback 108

Beyond Philosophy

FEBRUARY 25, 2021

In 1998, Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, wrote a book along with Jim Gilmore called The Experience Economy. When I read this book, I thought, “Bloody hell! This is it!” I was working at British Telecom at the time, so I showed it to my boss. He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history.

Gaming 78

Gaming Sports Management Consulting Retail 78

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Kerry Bodine

FEBRUARY 25, 2021

If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. (And no, that’s not a typo… Covid through a wrench into our annual awards schedule.). The Finalists. Commercial Work. CX Transformation For Hearing Care by Smart Design in the USA. Future Of Facilitation: Digital Blueprinting On A Global Scale by Xero in Australia.

Non-Profits 71

Non-Profits CX Transformation Government Engineering 71

Zendesk

FEBRUARY 25, 2021

With the pandemic accelerating adoption of digital tools, keeping your business in sync is no easy feat. Two-thirds of decision-makers say investing in customer experience will increase revenue, but how do IT leaders like yourself determine the key areas of focus? How do you determine which tools and technology to invest in without breaking the bank?

CX Transformation 52

CX Transformation CX Technology Technology 52

The DiJulius Group

FEBRUARY 25, 2021

How are certain businesses able to scale and still maintain business excellence to their customers and their employees? Ryan Magnon, Senior Principal Operations Lead at Chick-fil-A Corporate has worked with two of the biggest hospitality giants, Horst Schulze, co-founder of The Ritz-Carlton, and Truett Cathy, founder of Chick-fil-A. And he shares some valuable insights into.

Hospitality 52

Hospitality Hospitality Customer Service 52

1 to 1

FEBRUARY 25, 2021

As the COVID-19 vaccine rollout begins across the country, patient experiences vary. Hear what some people had to say in their efforts to receive some of the first doses of vaccine, and how what they’ve experienced can help improve future vaccine distribution. The CX POD · In Their Own Words: Vaccine Patients Share Their Experiences. Transcript : Liz Glagowski : Hi, I’m Liz Glagowski, editor of the Customer Strategist Journal.

Hospitality 26

Hospitality Hospitality Healthcare Start-ups 26

Comm100

FEBRUARY 25, 2021

If there’s one thing the COVID-19 pandemic has left us with, it’s an increased awareness of the importance of remote accessibility. Remote accessibility to essential services like healthcare is a top priority amongst patients and consumers, with more people listing ease of access and convenience ahead of quality of care. . The problem is the healthcare industry in general is falling behind when it comes to remote accessibility.

Healthcare 52

Healthcare Customer Service Omnichannel Compliance 52