Fonolo

JANUARY 26, 2023

The trend in 2023 I would be paying attention to is the empowerment of agents,” says Dennis Wakabayashi, Chief Collaborator and CX Expert at Team Wakabayashi. One thing that drives customers crazy and gets them to leave is inconsistent information,” says Shep Hyken, CS & CX Expert. And their answers may not be what you expect.

Contact Center 126

Contact Center CX NPS Start-ups 126

LitmusWorld

OCTOBER 3, 2022

VOICE OF EXPERTS The 5 Rules of Measuring & Managing Customer Emotions When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I Read more… Colin Shaw: The 5 Rules of Measuring & Managing Customer Emotions [Podcast & Article] appeared on LitmusWorld.

Customer Experience 52

Customer Experience CX 52

LitmusWorld

OCTOBER 3, 2022

VOICE OF EXPERTS The One Problem we Need to Solve Maurice FitzGerald, is VP Customer Experience HP and HPE Software (rtd.) author, founder Maurice FitzGerald Consulting, Editor in Chief – Content – OCX Cognition Inc. Read more… Maurice FitzGerald: The One Problem we Need to Solve appeared on LitmusWorld.

Customer Experience 52

Customer Experience NPS CX 52

LitmusWorld

SEPTEMBER 6, 2022

VOICE OF EXPERTS Being Responsive To Customers Is The Secret To Loyalty Dan Gingiss is an international keynote speaker who believes that a remarkable customer experience can be your best marketing. Are you being responsive Read more… Dan Gingiss: Being Responsive To Customers Is The Secret To Loyalty appeared on LitmusWorld.

Customer Experience 52

Customer Experience CX 52

Shep Hyken

DECEMBER 27, 2022

Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies. Why is voice of customer so important?

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Bill Quiseng – Customer Service Expert, Speaker and Blogger. It’s simply become too loud.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

LitmusWorld

OCTOBER 4, 2021

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Jim Tincher, CCXP, is a customer experience expert, author, and speaker. Jim Tincher [video] appeared on LitmusWorld.

CX 52

CX Customer Experience 52

Inside Customer Service

DECEMBER 2, 2021

Brittany Hodak, an expert on helping brands create superfans, offers this definition of a brand evangelist on her blog : A brand evangelist is a customer who is so passionate about your brand, product, service, or business that they advocate on your behalf. We walked in the store and Sally quickly zeroed in on a pair of shoes she liked.

Retail 260

Retail Social Media Finance Sales 260

Doing CX Right

MAY 21, 2023

Joerg Storm, a digital transformation expert, and Stacy Sherman reveal emerging tech trends, such as virtual and augmented reality, AI tools, and voice recognition, providing real-world examples of how these innovations shape customer experiences.

Innovation 69

Innovation Customer Experience AI CX 69

Intercom, Inc.

JANUARY 20, 2021

We work hard to uncover real-life examples, expert tips, and insider secrets so that our customers don’t have to. You’re an expert on your product. Getting first-hand experiences from the experts of today can help you create valuable content for the experts of tomorrow. It’s not just a series of FAQs.

Education 232

Education Engineering Sales 232

LitmusWorld

OCTOBER 1, 2021

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Dave Fish is a CX author and the Founder/CEO of CuriosityCX. Dave Fish appeared on LitmusWorld.

CX 52

CX 52

LitmusWorld

OCTOBER 4, 2021

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Nate Brown is the Chief Experience Officer at Officium Labs. Nate Brown [video] appeared on LitmusWorld.

CX 52

CX 52

LitmusWorld

OCTOBER 4, 2021

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Megan Burns is a CX strategist, author and keynote speaker. Megan Burns [Video] appeared on LitmusWorld.

CX 52

CX 52

LitmusWorld

OCTOBER 4, 2021

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Steven Van Belleghem is a keynote speaker, author, and entrepreneur. Steven Van Belleghem [video] appeared on LitmusWorld.

CX 52

CX 52

LitmusWorld

OCTOBER 4, 2021

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Adam Toporek is a CX thought leader, author, and keynote speaker. Adam Toporek [video] appeared on LitmusWorld.

CX 52

CX 52

LitmusWorld

OCTOBER 1, 2021

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Ian Golding, CCXP, is a CX consultant, speaker, and blogger. Ian Golding [video] appeared on LitmusWorld.

CX 52

CX 52

LitmusWorld

OCTOBER 4, 2021

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Karyn Furstman, CCXP, VP CX Strategy & Solutions at Designit, a Wipro Company. Karyn Furstman [video] appeared on LitmusWorld.

CX 52

CX 52

LitmusWorld

OCTOBER 4, 2021

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Jeannie Walters, CCXP, is a speaker, blogger, and the Founder/CEO of Experience Investigators™ by 360Connext. Jeannie Walters [video] appeared on LitmusWorld.

CX 52

CX 52

LitmusWorld

OCTOBER 1, 2021

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Chip Bell is a renowned keynote speaker, CX author and consultant in customer loyalty. Chip Bell [video] appeared on LitmusWorld.

Customer Loyalty 52

Customer Loyalty CX 52

Fonolo

FEBRUARY 3, 2022

When communicating in person, we use much more than just our words — body language, facial expressions, hand gestures, and of course, tone of voice. Even with phone communication, tone of voice is powerful and can influence a customer’s perception of your brand. Why Tone of Voice Matters in Customer Service. Building trust.

Net Promoter Score 81

Net Promoter Score Contact Center Social Media Customer Satisfaction 81

Hodusoft

FEBRUARY 4, 2024

About the Digital CX Summit Digital Customer Experience Confex & Awards 2024 is an esteemed event that brings together industry leaders, innovators, and experts in the field of customer experience (CX) to discuss the latest trends, challenges, and solutions.

CX 52

CX Omnichannel Contact Center Social Media 52

ECXO

DECEMBER 20, 2023

Arussy is an experienced change practitioner, success accelerator, corporate culture expert, and founder of the design and transformation firm Strativity Group. Arussy is an experienced change practitioner, success accelerator, corporate culture expert, and founder of the design and transformation firm Strativity Group.

AI 69

AI CXM CX Innovation 69

Hodusoft

AUGUST 21, 2023

About the 11th CNC EXPO 2023 The 11th CNC EXPO 2023 is an excellent platform that serves as a premier gathering of professionals, industry experts, and companies in the fields of communications, networking, and related technologies. Effective communication solutions are the cornerstone of success for businesses across various industries.

Contact Center 52

Contact Center Innovation Manufacturing Omnichannel 52

Fonolo

NOVEMBER 16, 2023

In the contact center world, where interactive voice response tools have been deployed for years, it’s easy to see the similarities between simple chatbots and familiar, reliable IVRs. Zendesk reports that 67% will choose self-service over a live agent for simple problems. But not all bots are created equally.

Contact Center 75

Contact Center AI Technology Technology 75

Execs In The Know

APRIL 5, 2024

While traveling to the event, their communication traversed multiple channels: an email regarding Pi Day, a voice call about her competition, and a text message revealing the results. Establishing a strategy for prioritizing communication channels like voice, chat, email, and SMS is critical. The panel fell on Pi Day.

Contact Center 52

Contact Center AI Social Media CX 52

Shep Hyken

JANUARY 4, 2022

A lot of companies buy into the “Digital Fallacy” or the belief that digital channels are the only things that matter, and that voice is no longer important. People still use voice channels. What people don’t like about voice channels is the experience. Shep Hyken is a customer service and experience expert,?

Contact Center 115

Contact Center AI Customer Service Technology 115

Win the Customer

MARCH 22, 2021

Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat like the use of another address for their mailbox company. The following are four essential technologies for small businesses. Accounting Software.

Technology 188

Technology Technology Finance Start-ups 188

Doing CX Right

MAY 21, 2023

Joerg Storm, a digital transformation expert, and Stacy Sherman reveal emerging tech trends, such as virtual and augmented reality, AI tools, and voice recognition, providing real-world examples of how these innovations shape customer experiences.

Innovation 52

Innovation CX AI Customer Experience 52

Inside Customer Service

APRIL 21, 2022

Developing service standards from Managing a Customer Service Team by Jeff Toister Your company might also have a brand style guide that shows employees how to communicate using a consistent brand voice. LinkedIn Learning subscribers can learn more from this short video from customer service writing expert, Leslie O'Flahavan.

Customer Service 158

Customer Service Start-ups Customer Experience 158

ECXO

JANUARY 16, 2024

Arussy is an experienced change practitioner, success accelerator, corporate culture expert, and founder of the design and transformation firm Strativity Group. Arussy is an experienced change practitioner, success accelerator, corporate culture expert, and founder of the design and transformation firm Strativity Group.

AI 52

AI CXM CX Innovation 52

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Watch on YouTube. ? ? ?.

Customer Survey 71

Customer Survey Customer Feedback Voice of the Customer CX 71

Lumoa

OCTOBER 31, 2021

Forsta offers scalable Voice of the Customer (VoC), Voice of the Employee (VoE), and survey options, from quick polls to advanced data collection, that fuel actionable insights in real-time. The combination of Forsta and Lumoa takes feedback one step further by applying AI to unstructured data and removing the need for manual analysis.

VOE 83

VOE VOC Unstructured Data Artificial Intelligence 83

Fonolo

OCTOBER 26, 2022

Fonolo’s Voice Call-Backs reduce abandonment rates by 60%. When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. DID YOU KNOW?

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Bill Quiseng

APRIL 25, 2021

We sought recommendations from experts, vendors, and our competitors to see what they were doing in response. Identify the experts who deliver an exceptional customer experience. We established protocols when someone was sick or had symptoms. What would have taken many months to implement for any other initiative took only a few weeks.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

PeopleMetrics

JUNE 10, 2021

In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program. Watch on YouTube. ? ? ?. Download the chart from this video. ? ? ?. TRANSCRIPT: [COMING SOON]. ? ? ?.

Customer Feedback 71

Customer Feedback CEM VOC Voice of the Customer 71

PeopleMetrics

NOVEMBER 19, 2020

What Are the Best Voice of the Customer (VoC) Alerts? What role do real-time alerts play in a Voice of Customer (VoC) program? is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX and more. How Do You Use Them? What are the best types of alerts? How do you use them?

VOC 62

VOC Voice of the Customer CX Customer Feedback 62

Intercom, Inc.

JULY 26, 2022

Because this functionality is built into NLP, technology experts broadly consider it to be a subset of machine learning. In some cases, conversational AI solutions can be trained on FAQs or knowledge base articles to resolve customer issues, and can even be programmed to give instant responses using the brand’s preferred voice and tone.

AI 118

AI Artificial Intelligence Machine Learning Start-ups 118