ECXO

NOVEMBER 19, 2023

We will be discussing ‘Strategic Design: The Key to Building a Successful Business & Captivating Customers ,’ a crucial element for corporate success. Join the CX Professional Business Network at ECXO for more enriching presentations like this one! What could be better than that? Well, our upcoming in-person event!

Actionable Insights 122

Actionable Insights NPS CX Customer Feedback 122

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 345

CX Customer Journey Map Touchpoint Customer Satisfaction 345

SurveySensum

JANUARY 30, 2024

The role is crucial – CX professionals shape how customers perceive a company. That got me thinking – what interview questions really help identify a great CX professional? Have you also found yourself in a similar situation where you could not come up with the right questions to ask a CX professional in an interview?

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on.

Customer Experience 369

Customer Experience CX Education Customer Experience Management 369

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Register today to learn best practices for delivering superior CX either in-call, after-call, or through virtual assistants. Robert is responsible for leading the Business Development, Client Marketing, and Strategic Account Management teams. Register Now.

Customer Experience 130

Customer Experience Contact Center AI Omnichannel 130

Lumoa

MAY 5, 2022

Customer Experience (CX) is far more than traditional customer service and marketing. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand. CX is the customers’ experience of the product or service itself.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Execs In The Know

APRIL 10, 2024

Our CX Insight magazine article, “ The Power of Listening: Leveraging Customer Feedback to Drive Brand Success ,” delves deep into why customer feedback matters and how it can be a game-changer for businesses aiming for growth and sustainability. Read and download the April issue of CX Insight magazine.

Customer Feedback 52

Customer Feedback Innovation Artificial Intelligence Social Media 52

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. Key CX Outsourcing Considerations In a recent discussion with our community of CX leaders, they shared their insights and concerns regarding CX outsourcing.

CX 85

CX Compliance Artificial Intelligence AI 85

Zendesk

OCTOBER 2, 2023

IT leaders have been responsible for keeping systems up to date and managing security issues. We published our research in a report detailing the three top areas IT leaders are prioritizing along with strategic recommendations on how to realize these changes in order to stay ahead.

AI 76

AI CX Compliance Technology 76

ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career.

CXM 71

CXM CX Sports Customer Experience Management 71

Execs In The Know

MARCH 14, 2022

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022. Think about CX becoming digital CX.

Contact Center 98

Contact Center Artificial Intelligence CX Technology 98

DMG Consulting

MARCH 27, 2024

Enabled by the processing power of the cloud, next-gen WFM solutions can make real-time suggestions and changes in forecasts and schedules previously bogged down in administrative oversight, reducing overhead costs while significantly improving the CX and EX. The Report analyzes WFM market activity and provides 5-year projections.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Uniphore

NOVEMBER 11, 2021

Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. A conversational automation platform with promise management can automatically recognize, log and enrich commitments/promises.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

Intercom, Inc.

DECEMBER 22, 2020

With this new context in mind, Scale looked at key trends and emerging ways of thinking, offered strategic guidance to business challenges, and gleaned key insights from industry leaders navigating the new landscape. So what did we cover this year? We thought deeply about what defines great customer support.

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

ECXO

MAY 16, 2024

The customer-centric leader highly values employees’ insights about customers For successful CX work, it is imperative to systematically understand our customers. Often, it is our employees, including customer service staff, salespeople, and customer project managers, who are closest to the customers and possess valuable insights.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. It’s equally applicable to Employee Experience and Partner Experience management. Seeing how all the puzzle pieces fit together for comprehensive CX management is an “aha” moment.

VOC 62

VOC CXM Customer Journey Map CX 62

Intercom, Inc.

OCTOBER 22, 2020

According to Nate Brown , the companies that move from reactive customer service to a more holistic, proactive customer experience (CX) approach will be the ones that ultimately survive and thrive. Taking a holistic approach to CX. Here’s Nate: “As Annette Franz would say, ‘A CX change is culture change.’ Voice of the customer.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management.

CX 62

CX Non-Profits Data Mining Start-ups 62

ClearAction

MAY 26, 2023

Data mining technologies abound, and this should be your top interest in CX tech investment. How you ask, analyze, and advocate CX insights is pivotal to your enterprise growth curve. This is CX Intelligence. Put as much energy into CX intelligence as you put into almost-free VoC and surveys.

VOC 62

VOC Data Mining CX Voice of the Customer 62

Experience Investigators

JUNE 13, 2023

Where this vital function should sit in their organizational structures is the lingering question of customer experience management. The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO).

Customer Experience 59

Customer Experience CX Touchpoint B2C 59

Execs In The Know

OCTOBER 7, 2022

So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. This means that the traditional vendor management approach needs to evolve. We will explore key areas to transform vendor management approaches into a partner success model for the future. Centralized Vendor Management.

Scorecard 98

Scorecard Government Contact Center CX 98

Experience Investigators

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. We’re also confronting CX blind spots regarding AI integration and the declining comfort customers feel around these tools.

CX 52

CX Government Manufacturing CX Transformation 52

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked. Competing strategic priorities.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience ML Social Media CX 83

Heart of the Customer

OCTOBER 28, 2021

The Cynefin framework, developed more than 20 years ago by researcher and management consultant David Snowden, remains a solid context for strategic decision-making. The post CX Is Complicated, Not Complex appeared first on Heart of the Customer. The framework defines five states: Simple (aka Obvious, Clear) […].

CX 88

CX Management Consulting Customer Loyalty Customer Experience 88

Experience Investigators

JANUARY 16, 2024

You’ll gain strategic insights on fostering this commitment, from establishing ‘Customer Days’ for direct interaction to integrating customer feedback into the business strategy. She dissects the vital necessity for senior leadership’s committed involvement and its ripple effect on a company’s success.

Customer Experience 52

Customer Experience Education CX Customer Feedback 52

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Zendesk

MARCH 22, 2023

That includes folding AI and automation strategically into the business, building powerful knowledge management and self-service engines, and supporting agents with support tools that enable them to provide human, front-line service for the thorniest issues. It’s time to change that.

CX 52

CX Artificial Intelligence Engineering AI 52

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Does that mean the quest for improved CX isn’t worthwhile?

CX Transformation 99

CX Transformation CX VOE AI 99

ClearAction

FEBRUARY 13, 2023

It is a lost art that customer experience managers need to thrive. This self-paced course is for anyone who wants to learn the best way to lead customer experience for strategic impact. Strategic impact means you’re creating competitive advantages for your enterprise. It makes your CX team indispensable.

Sports 71

Sports Customer Experience Entertainment VOC 71

Taylor Reach Group

JUNE 20, 2023

TRG examines people, process, technological aspects of center operations and strategic vision, with alignment to business goals for contact centers of any size, across all verticals. TRG’s strategic advisory role is now being augmented by SKW’s strong expertise in design, operational improvement, and implementation services.

Contact Center 62

Contact Center CX Business Growth Customer Service 62

ClearAction

AUGUST 19, 2020

Like any business decision, it’s always best to step back and consider what makes the most sense (a) for your customers and (b) for your managers. Entering the 2020s decade, it’s time to re-think the picture you’re painting with customer experience indexes: NPS: This CX index: Communicates positive word-of-mouth vs. negative word-of-mouth.

Customer Experience 174

Customer Experience CX NPS Sales 174

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? She believes integrated, customer-centric communication and strategic tech ensure secure, future-proof contact centers.

CX 52

CX CXM Government Contact Center 52

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Taylor Reach Group

JUNE 23, 2021

TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, having worked with many of the most successful brands in the marketplace. (TRG) to support the setup, and implementation, for its ecommerce contact center operations.

E-commerce 120

E-commerce Sports Retail Contact Center 120

Uniphore

JUNE 10, 2021

14 CX Leaders Show You How to Harmonize Silos and Elevate CX With Contact Center Automation. We polled attendees of our Knowledge Management Vs. Knowledge Automation webinar on how they viewed agent onboarding. 4 Ways Knowledge Management is Failing Your Call Center. Strategize to Survive and Thrive in the New Normal.

Contact Center 246

Contact Center Outlook Gaming Education 246