Customer Bliss

AUGUST 28, 2018

” When leaders are consistent and united in how they use the journey framework, it enables them to focus on and prioritize the work of the organization, optimize investments, manage resources most effectively, and improve experiences that impact growth. CX #CustExp Click To Tweet. Click To Tweet. How has it benefitted you?

Customer Journey Map 63

Customer Journey Map Scorecard Start-ups CX 63

Execs In The Know

DECEMBER 6, 2021

Effectiveness of onboarding and ongoing development. Numerous organizations are talking about the importance of connecting employee and customer experience to build an effective hybrid contact center workforce. 4: Unite the Two; Use the Data. High attrition. Agent engagement. Where to Start. Interested in learning more?

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Effectiveness of onboarding and ongoing development. Numerous organizations are talking about the importance of connecting employee and customer experience to build an effective hybrid contact center workforce. 4: Unite the Two; Use the Data. High attrition. Agent engagement. Where to Start. Interested in learning more?

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Customer Bliss

FEBRUARY 11, 2016

Employees know how to achieve results within their silo walls. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits. My goal is to help you build or rebuild traction as quickly and effectively as possible.

CX Transformation 54

CX Transformation CX Engineering Voice of the Customer 54

Lightico

NOVEMBER 4, 2021

Lightico recently surveyed insurance professionals across the United States to assess first-hand how their company is currently managing new policy sales and existing customer claims processes. Lack of completely digital and mobile CX leads to slower completion times and increased touchpoints.

Sales 52

Sales Touchpoint Start-ups Customer Expectations 52

Logicalware

JANUARY 25, 2022

Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. This is especially important during the Covid-19 pandemic, when the wellbeing of your employees and their ability to work efficiently and effectively at home or in the office is paramount.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Customer Bliss

OCTOBER 16, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. And, what we need to do is have leaders check their silo at the door, understand, and agree on—from an across the journey standpoint—”how reliable are they?” Click To Tweet.

Customer Experience 74

Customer Experience Start-ups CX Gaming 74

Customer Bliss

DECEMBER 12, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. But sometimes, we lose our customers in the silo “Bermuda Triangle” It’s a topic I spoke about in another recent episode of Daily Dose. .

CX 50

CX Customer Experience 50

Customer Bliss

SEPTEMBER 22, 2016

Sometimes these voice of the customer approaches are great, but sometimes they’re put together by people who have never done boots on the ground CX work — and then they tend to be flawed. Unite aided feedback (which you asked for) with unaided feedback (which is always coming in, i.e. social media). No one wins.

Voice of the Customer 94

Voice of the Customer Social Media Start-ups CX 94

Customer Bliss

MAY 5, 2016

While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo. Silos band together to work on the problem, but often without starting with customers’ lives. But then each silo started adding in their requirements.

Customer Experience 73

Customer Experience Scorecard Innovation CX 73

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services. This process took a year.

CX 51

CX Finance Start-ups Innovation 51

Customer Bliss

OCTOBER 2, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. In this video, Jeanne Bliss shared 3 key elements of building a career path in #CX. Focus Your Work on Uniting the Organization. CCO #CXO Click To Tweet. Collaboration is Key.

Business Operations 50

Business Operations CX Sales 50

Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Unite the Silos Under a Shared Vision. Don’t be afraid to invest in technology to get the job done more effectively. Serve Customers with Passion.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Customer Bliss

MARCH 3, 2016

I call them ‘CX success recipes’ because to be successful, the steps for each competency need to be specific and easy to own. Unite the leadership team. Leaders must become consistent and united in how they use the framework, which enables them to focus and prioritize the work of the organization. Give permission.

CX 48

CX Customer Journey Map Touchpoint Customer Experience 48

Customer Bliss

DECEMBER 4, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Uniting your company across teams is about having clarity of purpose and instituting a code of conduct that forms the backbone of your approach.

Legal 74

Legal CX Customer Experience 74

ClearAction

SEPTEMBER 10, 2018

Influence Everyday Doing : True outside-in businesses engage every job level and every functional area in proactive management of their respective ripple effects on customers. Respect Ecosystem’s Needs in CX Hierarchy : 1st, customers are your primary source of funding, and 2nd, employees and suppliers comprise your core capabilities.

Customer Experience 48

Customer Experience CX Innovation Customer Experience Management 48

Lumoa

JANUARY 19, 2023

Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. What’s more, it will help you build a link between your CX team goals and the broader company goals. What does the company want to achieve?

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

SugarCRM

MAY 2, 2023

But here’s an issue that emerges when providing customers with various ways of interacting: siloed interactions. As you may guess, this enhances customer experience, allowing companies to quickly boost CX. Some similar platforms even provide unlimited calling and texting opportunities, accelerating CX.

Omnichannel 26

Omnichannel CX Customer Retention Touchpoint 26

ClearAction

MARCH 23, 2015

It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

Customer Bliss

FEBRUARY 12, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. They start with the life of the customer and not with the silos. CX Click To Tweet. The thing about the beloved companies is that they think about the world differently.

Sales 78

Sales CX Customer Acquisition Customer Retention 78

Customer Bliss

AUGUST 1, 2017

He joined his current employer, Aon, in mid-2016 charged with developing and executing a strategy that would deliver easy, effective and emotionally appropriate experiences to its retirement and investment fund members. He’s done a ton of CX research and seen best practices throughout his research role at Forrester.

Customer Experience 0

Customer Experience B2C Retail Government 0

Qualtrics

DECEMBER 15, 2021

Leveraging federal requirements to advance CX maturity. Savvy CX professionals have eagerly awaited the EO to assess how it can help them advance CX maturity in their agency and beyond. More Departments have made CX a priority, building CX goals into their strategic plans.

Customer Experience 26

Customer Experience Government Social Media Customer Journey Map 26

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. Customers want unique, special and innovative.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Comm100

APRIL 27, 2020

Routing also frees agents up to specialize in specific areas of customer care, yielding more effective service and avoiding re-training nightmares for medium and large organizations that already have functional workflows. For some organizations, the most effective way to route incoming queries is by channel. Download Now.

Omnichannel 59

Omnichannel CRM Customer-Centric Organization Social Media 59

Customer Bliss

JUNE 28, 2018

As the CXO, his goal was to embed the employee experience as CX at Parkland. CX and culture are foundational to a positive customer patient experience and their families. A new process for employee surveys: employee surveys previously garnered over 1300+ action items based off the various departments and silos within the team.

Hospitality 42

Hospitality Hospitality Customer Experience Healthcare 42

Customer Bliss

SEPTEMBER 6, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. It’s the HOW we do this delivery that can either unite…or even alienate leaders. It brings the shoulders down and it helps to unite you and them as a team, right off the bat.

CX 44

CX Customer Experience 44

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. Episode Overview.

CX 57

CX Net Promoter Score Real Estate Manufacturing 57

Comm100

MARCH 16, 2022

However, even within this complex system, there are many ways that the public sector can improve customer experience (CX) and meet their citizens’ high service expectations. Table of Contents: Chapter 1: Governments are taking CX seriously. GOVERNMENTS ARE TAKING CX SERIOUSLY. – Chapter 4.1: – Chapter 4.2:

Government 80

Government Customer Service Compliance CX 80

Customer Bliss

DECEMBER 17, 2015

The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. Leaders become consistent and united in how they use the framework, which enables them to focus and prioritize the work of the organization. Click To Tweet.

Customer Journey Map 48

Customer Journey Map Touchpoint CX Customer Experience 48

SurveySensum

SEPTEMBER 5, 2023

Know Your Customers and Segment Them To truly understand your customers and provide them with a tailored SaaS experience, consider a few simple yet effective measures: Customer Segmentation and Persona Development: Divide your customers into groups based on their roles, industries, sizes of their businesses, and decision-makers.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Callminer

AUGUST 6, 2019

Be aware of your most effective approach, whether inbound, outbound, social, emails, and voicemails. Providing employees with timely and relevant customer feedback is the most direct way to engage them in improving CX. An effective platform should assist you in doing that, by providing a closed feedback loop system.

Contact Center 140

Contact Center VOC Social Media AI 140

1 to 1

AUGUST 10, 2022

In the experience economy, where consumers are drawn to brands as much for the experiences they offer as their products and services, AI has the potential to transform customer experience (CX), remove friction from customer journeys, and enable the personalized experiences consumers want. In reality, though, it falls short.

Artificial Intelligence 26

Artificial Intelligence AI CX Actionable Insights 26

Customer Bliss

DECEMBER 17, 2015

The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. Leaders become consistent and united in how they use the framework, which enables them to focus and prioritize the work of the organization. Click To Tweet.

Customer Journey Map 40

Customer Journey Map Touchpoint CX Customer Experience 40

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. 2nd CX Ecosystem Prerequisite: Respect Ecosystem’s Needs in CX Hierarchy.

Customer Experience 76

Customer Experience CX Customer Experience Management Legal 76

Customer Bliss

MARCH 22, 2018

Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. As the going gets rough and you’re in the trenches with CX transformation, this list will be a friendly reminder with advice to help keep your head in the game.

Finance 51

Finance CX CX Transformation Healthcare 51

Customer Bliss

APRIL 24, 2018

And of course, thank you to the listeners who support this show and tune in to hear all of the wonderful CX insights, lessons, and tactics discussed. Our conversation about scaling the CX role with just a 50 person staff is one everyone should hear! Unite the C-Suite and Partner with Key Leaders. About Amanda Sachs.

VOC 51

VOC CX Engineering Customer Experience 51

Comm100

MARCH 2, 2022

This blog will explain why credit unions must adopt digital support channels to deliver the member engagement that their current and future members expect, and how to do it smoothly and cost-effectively. With this has come a high appreciation of customer experience (CX). But Millennials don’t just value CX. Table of contents.

Omnichannel 52

Omnichannel Non-Profits Start-ups AI 52