Steven Van Belleghem

JANUARY 3, 2021

It’s easy to underestimate the importance of movies and series, but Netflix never made that mistake. Though the latter is obviously what sets them apart, as Reed Hastings describes it: “If the Starbucks secret is a smile when you get your latte, [Netflix’s secret] is that the Web site adapts to the individual’s taste.”.

Entertainment 104

Entertainment Customer Experience Innovation Start-ups 104

Sprinklr

OCTOBER 5, 2021

Imagine trying to get every customer who makes a complaint about your business via a social channel to then pick up the phone and have another conversation with you. Not going to happen, right? Certainly there will always be some customers who are never satisfied, and for them it might already be too late to save that relationship.

Machine Learning 119

Machine Learning Compliance Social Media Government 119

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Amazon never is content to keep their experience stagnate. They even take your right back to your car when you get back—with a complimentary bottle of water.

Gaming 167

Gaming Customer Experience Customer Service CX 167

Beyond Philosophy

AUGUST 11, 2022

” That was a problem I had never heard of, and that is saying something because I fly a lot. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Mandy is right. The postal service isn’t breaking customer experience records right now either.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Intercom, Inc.

SEPTEMBER 9, 2022

In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer. ML teams tend to invest a fair share of resources in research that never ships. Looking forward to getting into it. AI has been quite overhyped in the past.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Beyond Philosophy

JANUARY 27, 2022

As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. It was the CRM wave that receded in the early 2000s to make way for CX in the first place. . It was the CRM wave that receded in the early 2000s to make way for CX in the first place. . I expect the same will be true for CX.

CRM 78

CRM Net Promoter Score Customer Satisfaction CX 78

Customer Bliss

JANUARY 20, 2022

So it may be surprising that a bank that started in the late 1980s is leading the way in the UK. First Direct Bank began in October 1989 (a tough time to start a bank, right?) with one singular purpose in mind: to bash the rules of banking—especially those around convenience and getting help when you need it. And so they did.

Hospitality 59

Hospitality Hospitality Social Media Healthcare 59

Customer Bliss

OCTOBER 5, 2017

The hack initially happened in mid-to-late May , was acknowledged in September, and then dragged on through September. Just like you enter a role and need to earn the right to the work, so too in times of crisis you need to act decisively. Make it right for customers. Don’t let your CX disasters drag on.

Customer Experience 93

Customer Experience CX Customer Relationship Sales 93

Beyond Philosophy

NOVEMBER 23, 2016

Are you reading this article on it right now? Do you remember realizing far too late that you just performed private business on a public Wi-Fi? If there is one thing every smartphone user wants, it’s the ability to get things done on the go. One thing that never goes out of style is a great Customer Experience.

Customer Experience 167

Customer Experience CX 167

Beyond Philosophy

JUNE 16, 2022

Sure, we’d have a conversation about the survey results, including complaints, but we never did anything about what the survey told us. There are so many serious points that come out of Christine’s pickle, but ultimately it comes down to this: is this the right company for you? It drove me mad. Educate your organization.

Education 78

Education Voice of the Customer Customer Satisfaction Customer Feedback 78

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX 129

CX Customer Experience Education Machine Learning 129

Aquire

FEBRUARY 24, 2022

You can never go wrong with free shipping. Sending your email and marketing texts at the right time could be crucial for driving more sales or sign-ups. Respect the “quiet hours” of early mornings and late evenings. Enable timezone-based targeting tools that consider your subscribers’ local time to get this step right.

Compliance 64

Compliance Start-ups Government B2B 64

Steven Van Belleghem

NOVEMBER 28, 2023

Where the former phase would show you relevant websites where you could go and look up what you wanted, you now get a relevant text, tailored to your question. Then make it more affordable (but never really cheap, as we know). Not just in entertainment and gaming, which are the most obvious examples of course.

CX 62

CX Customer Experience Entertainment Gaming 62

Beyond Philosophy

JANUARY 18, 2016

In her post on the airline’s site, she wrote, “ I used to be quite heavily overweight and even then was never met by such a rude question and especially no remorse from the flight attendant. ” He was roused, where it appeared he would get to work. The Good, The Bad, And The Ugly in Customer Experience Lately.

Entertainment 109

Entertainment Social Media Start-ups Customer Experience 109

Steven Van Belleghem

NOVEMBER 21, 2023

Over the past twelve years, I have spoken extensively with thousands of CX professionals and my conclusion is that most companies are a ‘diamond in the rough’ in terms of customer experience: they want it so bad, but they often don’t succeed. The Service Culture Handbook can help you and your employees stay headed in the right direction.

Innovation 62

Innovation Customer Service Retail Customer Experience 62

Confirmit

NOVEMBER 20, 2018

Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. Our own Chris Brown, Senior Director of CX Consulting was there to share his view on the role of AI in enhancing the customer experience. This is where CX professionals act as the linchpin in getting the most out of our people and machines.

AI 40

AI Text Analytics Predictive Analytics NPS 40

Customer Bliss

NOVEMBER 13, 2018

They take out loans with such high rates, short cycles for repayment, and late-fee penalties that no matter how hard they work, they really never get ahead. CX #CustExp #MakeMomProud Click To Tweet. In Uganda, women entrepreneurs often experience a vicious, no-win cycle. Now that’s beginning to change.

Innovation 69

Innovation CX Sales Customer Experience 69

Beyond Philosophy

DECEMBER 16, 2021

Making a high-stakes decision and getting it wrong can have catastrophic effects for both business and personal bottom lines. To quote the late, great Carrie Fisher as Princess Leia, “It’s a trap!” Subscribe today right here. appeared first on CX Consulting. However, this customer strategy is not great.

Education 97

Education CX Customer Experience 97

Lumoa

OCTOBER 31, 2018

We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Intercom

SEPTEMBER 28, 2023

Within a matter of months, AI has evolved from automating simple tasks like routing the right thing to the right person, to offering accurate, conversational responses upfront to a variety of customer queries. As HubSpot’s Director of Customer Support for EMEA, all of these questions have raced through Noel Reilly’s mind lately.

AI 59

AI Start-ups Education Customer Service 59

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book.

VOC 52

VOC VOE Close the Loop Voice of the Customer 52

Beyond Philosophy

SEPTEMBER 1, 2015

Amazon is in some hot water right now. The article in the NY Times tells a story of an employee culture where workers are never off the clock. (Oh Maybe Amazon should take the Zappo’s example of paying people to leave the company after six weeks of training to ensure they get the right people. I couldn’t agree more.

Social Media 96

Social Media Customer Experience CX 96

Qualtrics

NOVEMBER 22, 2019

Okay, not as high tech as a PlayStation, but Post-it notes would never have happened without employee feedback. It’s a simple analogy, and yes there are many caveats – after all, if your CX program is working well, the teams in the head office should hear the voice of every customer , across every channel. Post-it notes.

Outlook 36

Outlook Social Media Healthcare Customer Feedback 36

1 to 1

FEBRUARY 25, 2021

The CX POD · In Their Own Words: Vaccine Patients Share Their Experiences. Right now we are still running two clinics, an employee and a patient one, but they’re each using a different scheduling package. ” And that opened me up to something on my chart that [inaudible 00:06:28] I would’ve never gotten an app, never.

Hospitality 26

Hospitality Hospitality Healthcare Start-ups 26

MattsenKumar

MAY 18, 2021

Step 3: Computational Analysis: The quarterly conducted survey data is mixed with the previously collected information to identify customers who have “consistently rated low”; these are customers who are likely to churn at the first opportunity they get. The opportunity could be a lower price somewhere else or another poor experience.

E-commerce 52

E-commerce Net Promoter Score Engineering Social Media 52

Qualtrics

NOVEMBER 20, 2019

STORY offers classes in pop-up card making and ornament crafting to get you well and truly into the festive spirit. Unlaced focuses on serving women through “unprecedented access to styling and customization services, like she’s never had before.” Glossier London Coming late Fall for a limited time pic.twitter.com/z5x9PONap8.

Sports 20

Sports Retail Machine Learning Start-ups 20

Qualtrics

NOVEMBER 12, 2020

Erica was joined by Clay Warren, Head of Digital CX at Qualtrics. One of the things that has shifted in the past six months from a customer research point of view is how we get feedback from our customers. We would only be able to get people who could come into an office and talk to us and test our products in person.

Innovation 26

Innovation Actionable Insights Start-ups Education 26

InteractionMetrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. It’s understandable, given the pressure to get things done—if not now, by the end of the quarter. So, CX isn’t just which factors affect the experience but how they stack up against each other. brands declined.

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

Lumoa

OCTOBER 15, 2023

of respondents mentioned that the other departments didn’t really see how CX initiatives made a difference. There’s a huge difference, right? Ensuring you’re asking for feedback at just the right moment and through the most fitting channel can do wonders. There are various CX platforms that can do that.

Customer Feedback 83

Customer Feedback Text Analytics Hospitality Hospitality 83

Intercom, Inc.

DECEMBER 2, 2021

That’s a word I never used much before I came to Intercom, and I have used it so much since I got here. There is an interesting structure at each of those levels, and in the same way, I think there is interesting ambiguity at each of the zoom levels as things get more and more defined. Mike Stewart: Yeah. Disambiguating.

Engineering 178

Engineering Legal Start-ups Compliance 178

CommBox

JUNE 25, 2023

Lately, we’ve been hearing more and more about Autonomous Communication. Is it yet another soon-to-be-forgotten buzzword, or is it a true, fundamental shift in how we do things, as customers, as organizations, and as CX leaders? We, at CommBox, believe it is a new era. Please stay on the line for the next 28 minutes”.

AI 52

AI Social Media Engineering CRM 52

Beyond Philosophy

JANUARY 15, 2019

So, if we are risk-averse by nature then we must always be risk-averse, right? This phenomenon is why bets get riskier at the horse track as the day wears on—and the losses pile up! People who are late in their career might be less willing to take on new areas than those who are just getting started. Not so fast.

Start-ups 102

Start-ups Customer Loyalty CX Customer Experience 102

Beyond Philosophy

NOVEMBER 19, 2020

Carbone thinks that right now during the COVID-19 Pandemic is probably the most exciting time for Customer Experience Management advancement that he has ever seen because people are more sensitive to the experiences they have in their lives. What Should People Focus on Right Now?

Customer Experience 133

Customer Experience Artificial Intelligence Gaming Start-ups 133

Intercom

AUGUST 2, 2023

Lynn is the Chief Customer Officer of CX consultancy ClearAction. She began her journey in the CX field over 30 years ago by designing customer satisfaction methodologies, and went on to lead customer experience transformation at semiconductor manufacturer Applied Materials and teach marketing at the University of California.

Innovation 52

Innovation CX Non-Profits AI 52

SurveySensum

JULY 20, 2023

Sounds like a plan, right? Simple, by asking me the right question at the right time. If the store had sent me a survey right after my visit, inquiring about my shopping experience, I would have gladly highlighted the QR scan issue. So, I asked a salesperson to help me. Well, not so fast. It was in stock online.

Retail 52

Retail Customer Feedback CX Social Media 52

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. The future is urgently calling for us to shift to company-wide alignment with CX. Here’s why: CXM Status Quo.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

SurveySensum

FEBRUARY 18, 2022

Sharing it with the right people, at the right time, on the right channel is another game. So, what is the point of taking all the customer feedback if you are NEVER going to use it? So always pick the right questions for every touchpoint. Determining the right sample size. But nothing happens!!

Sentiment Analysis 52

Sentiment Analysis NPS Customer Feedback CX 52