Tue.Mar 21, 2023

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10 Best Customer Experience Books


Nowadays, most people search for information online. You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

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Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement


When you’re working with customers, whatever your role (CSM, Sales, Account Management, Consultant, etc.), you may find yourself acting as a coach. To be an effective coach, you need to strike the right balance between motivation and discipline. Which means we need to explore the differences between motivation and discipline, and how to apply them effectively to engage your human customers.


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SIP Trunking vs VoIP: What’s the Difference?


SIP and VoIP are two acronyms often used by call center managers who sort of know what they mean, but also sort of… don’t. Fair enough! Acronyms abound in the call center universe. It can be very tricky to navigate the intricacies of call center management and technology, and often, the language used just makes things more confusing. When it comes to VoIP and SIP, the terms are often used interchangeably, but they are different, and knowing these differences can add strength to your call

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The Challenge of the B2B Customer Experience Maturity Model? The CX Major Pillars for Your Organization Growth


Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Marriott International’s Shannon Patterson Talks About the Power of Putting People First

Execs In The Know

Shannon Patterson, SVP of Customer Engagement Centers at Marriott International, took center stage at Customer Response Summit (CRS) in Austin to address what it means to engage associates and how that translates to seamless guest experiences, happier customers, and brand loyalty. There’s a good chance you’ve stayed at a Marriott hotel. Marriott is the world’s largest hospitality company, with a powerful portfolio of 8,000+ hotels in 139 countries.

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6 Tried & Tested Customer Service Improvement Strategies


With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain

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How AI will change the nature of customer service work


Any report predicting the “jobs to be replaced by AI” will tell you that top of the list of endangered roles is the customer service representative. But this is overly simplistic, and I believe the reality will be much more interesting and positive. A key thing currently missing from the narrative around AI replacing customer service reps is that customer service teams are under huge pressure almost all of the time.

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Building a CX Driven B2B Operating Model by Eytan Hattem, Chief Customer Officer at Prodware.


Eytan Hattem Formato Convencional The ECXO- European Customer Experience Organization is thrilled to present Building a CX Driven B2B Operating Model by Eytan Hattem , Chief Customer Officer at Prodware. Become a member of the open-access CX Professional Business Network ECXO by registering here and becoming part of our ongoing conversation takes 3 minutes, and you will be part of all our digital public events: [link] Here you can ensure your zoom place among 150 places by subscribing to our web

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[Experience Action Podcast] CX Budget for Growing Businesses [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators

The post [Experience Action Podcast] CX Budget for Growing Businesses [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

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CX job of the week: Harrods

MyCustomer Experience

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Getting Started – What is customer experience management?


In today’s super-competitive marketplace, customer experience (CX) should be taken seriously by all businesses. A key metric used to analyse a brand’s overall health, the real-life business value in CX research and findings is enormous. However, in order to collate, measure and use customer experience data productively, a customer experience management process is typically required.

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Selling is the key to success

MyCustomer Experience

Following the COVID pandemic, governments are looking for economic growth to re-establish their economies, but what exactly do they mean?

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Fuel Growth for Sales – What It Takes to Amp Up Your Sales


We live in a dynamic world, and as you guessed, the business landscape is also equally dynamic. Recently, we have witnessed many changes in the sales space too. Everything is new, from buyer preferences to new methodologies, software (yes, we are talking about CRM tools ), and selling remotely and almost entirely digitally. Since we are dealing with so much change, we discussed with Brian Burns, podcast host and CEO of B2B Revenue , to discover what it takes to thrive in today’s dynamic B2

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Show report: CX and EX inextricably linked, with empathy as the glue

1 to 1

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Delta Airlines CEO Ed Bastian’s announcement that in-flight wi-fi would be free for loyalty members went over with flying colors, drawing hoots and rousing applause.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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3 Tips For Leveraging CRM For Your Post-Sales Cycles


In the past decade, CRMs have revolutionized customer relationships. From tracking prospects to recording sales interactions – teams can unlock incredible insights with a good Customer Relationship Management platform. But what happens once customers become clients? Many SaaS firms overlook post-sale CRM use or struggle to find something that meets their needs for data capture and reporting in the customer success lifecycle.

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