Zendesk

APRIL 12, 2023

There’s no doubt that the impacts of this technology—particularly on customer experience (CX)—will be widely felt. What this means for businesses is that thinking about incorporating generative AI into your customer journey isn’t a maybe, it’s a must—no matter how big or small you may be.

AI 98

AI Engineering Start-ups Legal 98

Zendesk

MAY 30, 2023

Whatever tools we use to make our lives easier, more productive, or more profitable, the message coming out of Relate 2023 was clear: success depends entirely on whether your technology actually helps humans get the job done. An AI solution made for CX teams is just the beginning.

AI 52

AI Sentiment Analysis Retail CX 52

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. Is one right for your business?

B2B 118

B2B Customer Feedback Start-ups B2C 118

Kerry Bodine

AUGUST 14, 2020

I hope you’ll find the answers below helpful on your path to journey management. The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer. 2) Dig deep into your questions with qualitative research. 3) (In)validate your new findings with quantitative research.

Touchpoint 83

Touchpoint Start-ups CX Government 83

ClientSuccess

DECEMBER 6, 2019

The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers. . Responsibilities of the CXO.

Customer Experience 59

Customer Experience Customer Feedback CX 59

ClientSuccess

DECEMBER 6, 2019

The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers. . Responsibilities of the CXO.

Customer Experience 52

Customer Experience Customer Feedback CX 52

Beyond Philosophy

NOVEMBER 18, 2021

However, it also reveals a powerful tool in your customer strategy: Scarcity. So, if your car is low on gas or your phone is running out of battery, that’s objective Scarcity. It would help if you had that stuff to make it through your day, and you don’t have enough of that stuff. .

Retail 88

Retail Start-ups Sales CX 88

Zendesk

OCTOBER 13, 2022

That kind of customer experience is well within reach—and well worth the investment, according to fresh data from the 2022 Zendesk CX Accelerator report. The CX Accelerator report showcases insights from nearly 5,000 customer service professionals all over the world. Scale CX for volume and growth. Small retail, big reach.

Retail 52

Retail Customer Retention CX Gaming 52

Customer Bliss

FEBRUARY 5, 2015

Make the ebook a part of your customer experience toolkit. Download your free copy of the ebook. Some of the articles offer practical advice, others are more philosophical in nature and some will challenge your current beliefs about what it means to design and manage the customer experience.

Outlook 73

Outlook Customer Experience CX 73

Customer Bliss

JANUARY 22, 2015

The customer experience that gets you the most confidence with your customers is to get the basics right. Have you connected the series of contacts you have with customers to bring a sense of reliability in what they can expect from you? ’s Customer Experience Toolkit. Have You Removed the Inhibitors to Your CX Success?

CX 81

CX Customer Experience 81

Experience Investigators

AUGUST 9, 2022

Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. Put First Things First — Prioritize and achieve your most important goals instead of constantly reacting to urgencies. What is the goal of responding to these insights?

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

Customer Bliss

DECEMBER 2, 2014

Listen and then repeat to the customer what they said. If your customer is not in dire straits, good results will follow. Repeating the reason a customer walked in the store, called your number or emailed your ‘Contact Us’ address will take you to a level that is not being received by many. You hear them.

Retail 64

Retail Customer Loyalty CX Customer Experience 64

Customer Bliss

MARCH 15, 2018

Of course, there’s plenty to learn about successfully implementing a program through your own trial and error, but what would success look like without mentors or help from others? CX Work is Challenging but Worth It. What Do You Know Now That You Wish You Knew Then? CX #CustExp Click To Tweet.

CX 62

CX Customer Journey Map Government Business Growth 62

Customer Bliss

AUGUST 14, 2018

My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration. Does your company have fine print? Let’s explore in 3 steps. The Problem with Fine Print.

Entertainment 44

Entertainment Legal Start-ups CX 44

SurveySensum

FEBRUARY 17, 2021

What do you need before the Customer Journey Mapping workshop? What will happen during the Customer Journey Mapping Workshop? What should you do after the Customer Journey Mapping Workshop? First of all, what do you need before the Customer Journey Mapping workshop? What do you want to achieve? Create a repository!

Customer Journey Map 59

Customer Journey Map Touchpoint VOC Start-ups 59

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Customer Experience 64

Customer Experience Net Promoter Score B2B Invoicing 64

1 to 1

MARCH 21, 2022

Here are 3 employee experience strategies to keep your remote and hybrid workforce engaged in 2022 while balancing a return to the office. Tensions surrounding the pandemic appear to be decreasing, polling from Morning Consult found that as of Feb. It’s essential to retain talent who may gladly turn to a competitor.

Gaming 26

Gaming CX AI Customer Experience 26

Customer Bliss

JUNE 22, 2018

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. NasdaqSpeedReads: Would You Do That To Your Mother?

CX 48

CX Healthcare Customer Experience Start-ups 48

Kerry Bodine

NOVEMBER 28, 2022

Keep reading for four customer experience training and coaching offers to accelerate your CX and EX initiatives — and drive value for your organization — over the upcoming year. And, of course, we offer enterprise pricing on our online training programs so that you can bring the learning to your entire organization.

Sales 9

Sales CX Customer Experience 9

Qualtrics

OCTOBER 24, 2019

Whether you’re running a store, airport, restaurant, hotel or any other kind of destination business, the holidays are likely to be your busiest time. Here’s how your teams can deliver an excellent customer experience right through to January – and want to stick around afterwards, too. Prepare with your staff.

CX 32

CX Entertainment Hospitality Hospitality 32

Qualtrics

SEPTEMBER 15, 2020

In this podcast, she shares best practices for how brands can adapt their digital CX programs to meet the evolving needs of today's digital-first consumer. Juliana was joined by Clay Warren, Head of Digital CX at Qualtrics. Juliana Holterhaus, PhD, Senior XM Scientist, is the lead consultant for Qualtrics Digital Customer Experience.

Healthcare 26

Healthcare CX Innovation Start-ups 26

Qualtrics

NOVEMBER 20, 2019

Crafting unique and memorable experiences for your customers will give you the edge on the competition this holiday season. So what exactly does that mean? What makes this stand out? Consumers can buy almost anything and everything you’re offering in your store online. What makes this stand out? Nike’s Unlaced.

Sports 20

Sports Retail Machine Learning Start-ups 20

Qualtrics

OCTOBER 15, 2019

Whether you’re running a store, airport, restaurant, hotel or any other kind of destination business, the holidays are likely to be your busiest time. Here’s how your teams can deliver an excellent customer experience right through to January – and want to stick around afterwards, too. Prepare with your staff.

CX 20

CX Entertainment Hospitality Hospitality 20

Qualtrics

NOVEMBER 12, 2020

Erica was joined by Clay Warren, Head of Digital CX at Qualtrics. Here are a few takeaways from the discussion… What are the consumer behavior trends you’re seeing in financial services? Here are a few takeaways from the discussion… What are the consumer behavior trends you’re seeing in financial services? I would say so.

Innovation 26

Innovation Actionable Insights Start-ups Education 26

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It’s one of the many reasons why CX Accelerator exists. Without further ado, here are seven tools I suggest adding to your CX toolbox.

Social Media 208

Social Media Customer Experience CX Customer Journey Map 208

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It’s one of the many reasons why CX Accelerator exists. Without further ado, here are seven tools I suggest adding to your CX toolbox.

Social Media 182

Social Media Customer Experience CX Customer Journey Map 182

Zendesk

JULY 13, 2022

Instead of drawing a line in the sand , now is the time to bring your employees to the collaboration table and start problem-solving. In the future of work, employees are your most important stakeholders. If you want to keep your best people from jumping ship, you need to be attuned to your employees’ needs and priorities.

Start-ups 98

Start-ups Sentiment Analysis Education CX 98

Experience Investigators

APRIL 14, 2020

COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. It’s one of the most useful tools you have in your customer experience toolbox at this moment.

Customer Journey Map 136

Customer Journey Map Start-ups Touchpoint Social Media 136

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It’s one of the many reasons why CX Accelerator exists. Without further ado, here are seven tools I suggest adding to your CX toolbox.

Social Media 140

Social Media Customer Experience CX Customer Journey Map 140

Zendesk

MARCH 31, 2021

That’s why collecting customer feedback should be central to any customer experience (CX) operation. What is customer feedback? Customer feedback is any information that customers give a company about their experience, says CX expert Jeff Toister. In this special CX Moment, Leanna Nazzisi, Sr. The stakes are high.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

ClearAction

NOVEMBER 4, 2020

This requires a vivid vision characterizing intentional customer experience: how you want your customers to feel across their end-to-end journey with your brand. How is H2H embedded in your firm’s practices? your comments are welcome below). Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. Not likely.

Customer Experience 77

Customer Experience Invoicing Sports VOC 77

SugarCRM

APRIL 28, 2022

It makes sense to keep your existing customers happy as the cost of churn is so high. Essentially, businesses have struggled to create better CX against heightened customer frustration. Essentially, businesses have struggled to create better CX against heightened customer frustration. Revisit Your Customer’s Journey.

Artificial Intelligence 49

Artificial Intelligence CX Finance Customer Acquisition 49

Zendesk

OCTOBER 12, 2021

What does a CRM do? How to set your business up for success. What does a CRM do? A CRM automatically captures information about your prospects and customers, which your sales team can easily access and analyze for insights. Sales technology has come a long way from the Rolodex and the post-it note.

CRM 98

CRM Outlook Sales Social Media 98

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Despite the allure of technologies , carpenters still need their toolkit: drill, hammer, saw, wrench, level, and so forth. Your whole customer experience team can identify their ratings on each element of this equation and learn how to increase trust.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78

Customer Bliss

NOVEMBER 19, 2019

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . To achieve your goal, you need to first enable your customers to achieve their own. #CX CX #MakeMomProud Click To Tweet. I kind of love that.

Manufacturing 68

Manufacturing Innovation CX Technology 68

Qualtrics

JANUARY 31, 2019

At Qualtrics, we’re focused on empowering you to create world-class customer experiences that improve your bottom line and customer satisfaction. Take a look at what’s new in Qualtrics Customer Experience this month. To be a leader in CX, you need to engage your customers on the go. Qualtrics Mobile App SDK.

Compliance 22

Compliance CX Touchpoint B2C 22

Qualtrics

JULY 7, 2020

Sebastian was joined by Clay Warren, Head of Digital CX at Qualtrics. What actions has Delivery Hero taken in response to the current crisis? “We Across all the countries we operate in, we’re getting 100,000 responses a week and we can really dig deep into the topic to understand what’s going on with the customer.” Access Now.

Customer Experience 26

Customer Experience Start-ups CX Innovation 26