CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Why did we ever buy into the false narrative that work has to suck? The customer suffers as well. It's time to go from surviving to thriving for the sake of our employees and our customers.

Customer Experience 140

Customer Experience Gaming CX Contact Center 140

Zendesk

APRIL 18, 2023

Customer journey mapping is a simple yet powerful way to gain those insights. A customer journey map frames customer behavior as a story, providing a visual overview of the experiences consumers go through when interacting with a company. What is a customer journey map?

Customer Journey Map 98

Customer Journey Map Social Media Touchpoint Sales 98

CX Journey

MAY 29, 2019

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. While customer experience strategies must include a priority focus on the employee experience, they often don’t.

Customer Experience 58

Customer Experience CX 58

Customer Bliss

JANUARY 17, 2017

Jason Bradshaw is the senior leader for customer experience — same role as a CCO, essentially — for the Volkswagen Group Australia. Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus. Episode Overview. He’s been there since October 2015.

Customer Experience 0

Customer Experience Government Engineering Education 0

SugarCRM

NOVEMBER 29, 2022

6sense is a predictive intelligence platform for marketing and sales that uses artificial intelligence (AI), big data, and machine learning to detect anonymous buying activity, find hidden buyer behavior to capture more revenue, and help marketing and sales teams develop campaigns with more intelligence. It frames everything.

Artificial Intelligence 49

Artificial Intelligence Innovation Start-ups Machine Learning 49

Customer Bliss

DECEMBER 13, 2016

Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. In our discussion we explored his very deliberate path toward taking on these new roles — and how his operational experience prepared him to be successful in his customer experience role. . About Dayton.

Customer Experience 0

Customer Experience B2C Government NPS 0

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. Of course, these examples are about the subconscious experience as none of these things make sense.

CEM 121

CEM Retail Customer Retention Customer Satisfaction 121

Intercom, Inc.

APRIL 22, 2019

Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. He joined me for a conversation on tackling issues that come up as you scale your customer experience.

Customer Experience 156

Customer Experience AI Start-ups Sales 156

Intercom

AUGUST 10, 2023

We think of innovation as something that happens behind closed doors, but what would you be able to unlock if customers felt they were part of the creative process? And when it comes to innovation in customer service, who knows about customer needs and hopes better than the customers themselves?

Customer Journey Map 96

Customer Journey Map Innovation Start-ups AI 96

Heart of the Customer

OCTOBER 16, 2014

Last year I interviewed a customer experience leader for my blog. We’re dealing with senior leadership at various levels of support and engagement. When the CEO and senior leaders articulate strategy, where does the customer experience fit? How do you get him or her to believe in the business case?”

CX 107

CX Start-ups NPS Customer Experience 107

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. The importance of customer service for small businesses.

Customer Service 127

Customer Service VOC Start-ups NPS 127

Customer Bliss

OCTOBER 4, 2018

Though many of us may enjoy out-of-town excursions that require a flight, we’re often a little less enthusiastic about the thought of the airport or the in-flight experience. Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences.

Customer Experience 70

Customer Experience CX Voice of the Customer 70

Intercom, Inc.

MAY 25, 2022

For product folks the pressure’s on to revise your roadmap and short-term strategy to account for a narrowing budget, and shifting customer priorities. For product folks the pressure’s on to revise your roadmap and short-term strategy to account for a narrowing budget, and shifting customer priorities. They’re quite probably outdated.

Start-ups 138

Start-ups Sales Sports Government 138

Customer Bliss

JUNE 20, 2019

In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. We talk about some of the strategic approaches that he and his team took to improve the organization’s culture, and employee and customer experience.

Non-Profits 51

Non-Profits CRM Customer Journey Map Gaming 51

CX Journey

MAY 29, 2019

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. While customer experience strategies must include a priority focus on the employee experience, they often don’t.

Customer Experience 32

Customer Experience CX 32

CX Journey

JULY 12, 2018

in your organization - or any organization - start with the leadership team. If you're in the midst of transforming your business to a customer-focused/customer-centric culture, then employees look to you for what that means. What does "a fish rots from the head down" mean? That's how cultures are created. It means that you'll.

Mystery Shopping 37

Mystery Shopping CX Customer Experience 37

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. Natalie is the Vice President of Consumer Experience for Anthem Inc. This is important to frame some of the discussions here.

Healthcare 0

Healthcare Customer Experience Net Promoter Score B2C 0

SugarCRM

DECEMBER 7, 2020

Is Customer Experience really that Important? Companies who get customer experience right see massive benefits. Here’s what PWC’s survey of 15,000 consumers revealed: Customers are willing to spend 10-20% more for a great customer experience. Negative experiences drive customers away.

Customer Experience 29

Customer Experience Net Promoter Score CX Artificial Intelligence 29

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56

Zendesk

APRIL 5, 2022

According to the Zendesk Customer Experience Trends Report 2022 , 61 percent of customers would leave a company for its competitor after just one bad experience—a 22 percent jump from last year. It’s now more important than ever for support teams to track customer retention metrics. Customer churn rate.

Customer Retention 98

Customer Retention Net Promoter Score NPS Retail 98

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

VOC 62

VOC B2B Close the Loop Non-Profits 62

ECXO

DECEMBER 20, 2023

Marketers, and enterprise software vendors from dta and analytics to voice of customer, have spent the past 20 to 30 years trying to work out how to get it right – with mostly disappointing results. Next, your customers have become your biggest regulators and they aren’t impressed with just any personalisation.

Customer Experience 52

Customer Experience B2B AI Machine Learning 52

ProProfs

DECEMBER 5, 2022

Well-conducted assessments make it easy to hire best-fit candidates from inside or outside and promote high-potential employees to key leadership positions. . Well-conducted assessments make it easy to hire best-fit candidates from inside or outside and promote high-potential employees to key leadership positions. .

Start-ups 52

Start-ups Sales Customer Relationship Management Business Growth 52

Zendesk

JUNE 28, 2022

This program was built to help companies transform their reps into highly skilled salespeople who understand the enterprise sales process and can deliver great value to customers. Enterprise processes often mean a higher cost of customer acquisition, a longer sales cycle, and a tougher audience for sales pitches.

Sales 52

Sales B2B Engineering Start-ups 52

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 90

CXM Non-Profits Close the Loop CX 90

ProProfs

JULY 24, 2023

Choose custom grading to assign points to individual answer options. Online quizzes emerged in the early days of the Internet. Back then, they were merely a pastime for people fond of trivia contests and magazine-style personality tests. Cut to the present, and online quizzes are a whole lot more than that.

Education 52

Education Start-ups Social Media Entertainment 52

Intercom, Inc.

MARCH 1, 2018

In most cases, tiny wins aren’t features your customers are requesting, simply because they assume the steps you could eliminate are part of life. I went back to school to fill in some foundational gaps I had in terms of typography, color theory and usability, and user experience became really interesting to me. Short on time?

Start-ups 209

Start-ups Engineering Government 209

Intercom

DECEMBER 14, 2023

That transformative power is most evident in the customer service space. This was the year we launched our breakthrough GPT-powered chatbot, Fin , capable of instantly resolving up to 50% of customer queries. The customer service landscape is experiencing a monumental shift at the moment as AI becomes more advanced.

AI 98

AI Start-ups Legal Technology 98

Intercom, Inc.

JANUARY 28, 2021

It’s easier to have a constructive dialogue when you know a citizen’s experience and the problems they and their community face – let that information permeate every program, every activity, and every service. Government services shouldn’t be renowned for their endless queues, confusing forms, and excessive bureaucracy.

Government 249

Government Start-ups Innovation Technology 249