Fri.Jan 10, 2025

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YOU WANT TO BE LIKE DISNEYLAND

Futurelab

#NoBullshitCX #20yearsFuturelab Be like Disneyland. Usually when I start talking about Advocacy Moments, someone in the audience will make a cynical statement: Oh wow, lets all forget our daily jobs, and start delighting customers, be all sunshine and blabla. Honestly, I love those guys, as they give me a perfect hook to reply: So, you are telling us that we should not be like Disneyland, right?

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The Ticket: The Four Pillars of CX – A deep dive into what makes for great customer experiences

Intercom

In this episode of The Ticket, CXChronicles founder Adrian Brady-Cesana joins us to talk about the four pillars of customer experience: team, tools, process, and feedback. Adrian tells Intercom Snr. Director of Human Support Bobby Stapleton about the evolving state of customer experience teams, the impact of technology and software, and the necessity of living playbooks.

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Listen or Die: The AI Perspective

PeopleMetrics

When I wrote my first book Listen or Die in 2018, my mission was to help businesses understand one essential truth: listening to your customers is not optional. Its the difference between thriving and dying. The 40 lessons in the book were designed to guide companies in building strong Voice of Customer (VoC) programs that deliver real results. Now, as we face the upcoming AI revolution, I find myself asking new questions: Which lessons in the book stand the test of time, unchanged by AIs rise?

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Creating a Seamless Brand Experience: Our Journey to Transform Michael Kors’ Call Center

Execs In The Know

I’ve always believed that the Michael Kors’ Call Center should be more than just a point of contact it should be a true extension of our brand’s retail stores’ luxury experience. When we first partnered with an outsourcing provider, I knew we faced a significant challenge: how to make agents not directly employed by Michael Kors feel like authentic representatives of our brand.

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An Introduction to AI in Customer Service

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

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The Most Popular CPG BLOG Posts of 2024 on Consumer Centricity

C3Centricity

Here at C3Centricity, we publish books ( Winning Customer Centricity, The Winning Secrets Series ), articles, online courses and one of the most popular CPG blogs on customer centricity. That’s because we’re passionate about helping companies successfully adopt a customer-first strategy. Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year.

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