Kustomer

NOVEMBER 1, 2021

The CX Cast – This podcast is presented by industry research leader, Forrester. Utilizing the data gathered from their in-depth studies, the CX Cast offers research- based guidance on how to expertly manage the customer experience for a business or company of any size.

Customer Service 98

Customer Service 2004 Entertainment Download 98

Think Customers

NOVEMBER 16, 2022

Don’t stop investing in valuable CX services that deliver results. Specifically, don’t be afraid to work with a CX partner. Think again While CX outsourcing has been around for decades, new strategies and capabilities offer many more options to reduce costs and streamline operations than in previous economic downturns and shifts.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

ShepHyken

DECEMBER 7, 2023

Customer experience (CX) has become a core operational necessity. Better CX equals happier customers, which in turn helps contribute to healthier bottom lines. But as CEOs, we’re also tasked with looking at the broader picture. He talks about how amazing customer experience can be sustainable.

Call Center 58

Call Center E-support E Commerce Travel 58

ShepHyken

AUGUST 7, 2020

Disney has prioritized its quality standards: that is safety, courtesy, show, and capacity, that help guide their Cast Members through a decision making process. The quality training to the cast members ensures that adventure guides fully understand the primary service delivery systems. Adopt a Top-Down CX/EX Approach.

Customer Service 125

Customer Service Exceptional Customer Service Lifetime Customer Feedback 125

Beyond Philosophy

AUGUST 6, 2022

It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. appeared first on CX Consulting. We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? Thanks very much. To vote, please click here. I am grumpy about customer experience these days.

Airlines 97

Airlines Consulting Financial Customer Satisfaction 97

Forrester

OCTOBER 5, 2016

Happy CX Day! As part of our CX Day celebrations, which include a very special episode of CX Cast, and a comprehensive CX reading list that doubles as a holiday gift buying guide for the CX pro in your life, we are launching a new report: Why CX? Customer Experience. age of customer.

2016 103

2016 Customer Experience Customers 103

Zeisler Consulting

APRIL 27, 2021

Lots of organizations are looking to hire, and especially in the CX field, what with the renewed interest in Customer Experience and care as a result of the new world in which we find ourselves. I’ve also been fascinated to see what’s going on in the world of CX employment.

Employee Experience 93

Employee Experience Consulting Article Leadership 93

Beyond Philosophy

JUNE 23, 2022

Cast your net wide. Rule #3: Cast your net wide. Plus, get excellent professional help with your net casting. The post 5 Rules for Effective Customer Research That Make A Difference appeared first on CX Consulting. Get under the skin of the customer. Respect the respondents. Let’s take a closer look at each.

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Financial Consumers Customers Consulting 78

Zeisler Consulting

OCTOBER 1, 2020

I wrote recently about hiring your CX leaders from outside of your industry. Our entire CX program? I remember once writing a cover letter for a CX job and stating (I’m paraphrasing here), ‘I’m not going to fit in here. But I’m eager to learn, intensely curious, and passionate about CX. You must be nuts.

Leadership 93

Leadership Customer Centricity Culture Management 93

Natalie Petouhof

AUGUST 15, 2022

Customer experience (CX) has become the overwhelming top initiative for business leaders. CX is now the top brand differentiator; those that deliver an excellent CX thrive, while those that do not eventually fail. This is why the majority of digital transformation initiatives revolve around CX. This defeats the purpose.

Contact Center 52

Contact Center Omnichannel Books Average Handle Time 52

Talkdesk

APRIL 7, 2020

Register now for Opentalk 2020 Virtual and learn from former Walt Disney World CX leader, Dennis Snow. This free, immersive experience will give you access to extraordinary insights from the most disruptive and innovative speakers in customer experience (CX). Save the date! Four specific strategies for wowing customers every time.

Customer Service 81

Customer Service Contact Center 2020 Wireless 81

Forrester's Customer Insights

NOVEMBER 1, 2022

Amidst a flurry of C-level leaders declaring that their organizations are currently or are becoming customer centric, customer experience (CX) leaders face their biggest battle yet: Making leaders in their organization aware of the damaging shadow they cast on efforts to become more customer obsessed.

Customer Centricity 26

Customer Centricity Customer Experience Customers 26

Beyond Philosophy

JULY 30, 2022

It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. appeared first on CX Consulting. We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? Thanks very much. To vote, please click here. How can we help? Have you built in AI Ignorance?

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Consulting Advertising Technology Financial 97

Beyond Philosophy

JULY 23, 2022

It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. The post The implications of the Long Tail in todays environment appeared first on CX Consulting. We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? Thanks very much.

Reference 97

Reference Consulting Financial Books 97

ShepHyken

OCTOBER 30, 2018

Signal Myth: A monetary incentive for good CX doesn’t say, “We value great customer experience and our loyal customers above all else. Sam is also the host of CX Cast , Forrester’s weekly customer experience podcast. Sam shared five myths about monetary customer experience incentives and why they’re a bad idea.

Customer Centricity 86

Customer Centricity Financial Culture Customer Experience 86

Forrester

MARCH 9, 2016

In a recent episode of CX Cast, I spoke about how to measure emotions in customer experience. Early on in my research, I found that most current CX measurement programs don't quantify customers' emotions. Listen to the podcast below.

Measurement 75

Measurement Customer Experience Loyalty Metrics 75

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Aptly named Women Leading the Way: Customer Service Trends 2021 , the March 24 webinar features an all-star cast of customer service leaders — all of whom are women.

Leadership 84

Leadership 2021 Webinar Customer Service 84

ShepHyken

APRIL 15, 2019

Riccardo Pasto, the senior analyst of CX at Forrester, identified a number or “pitfalls” that can potentially apply to almost any business. In fact, in the discovery phase of CX design, your product or service is probably the least important factor to consider. My Comment: Want your customers to keep coming back?

2019 86

2019 Article Customer Service Retail 86

Beyond Philosophy

FEBRUARY 26, 2022

There is a famous story that as Julius Caesar crossed it with his army, he said,”Alea iacta est”, which means “Now the die is cast” for those of us a little rusty on the Latin. The post Critical Skill: Learn How to Recognize When People Have Made a Decision appeared first on CX Consulting.

Consulting 78

Consulting Reference Financial Books 78

Customer Bliss

MARCH 18, 2020

Or the inadvertent caste system that might emerge during this time between people who do or do not have paid vacations, or enough insurance to cover health care. CX #coronavirus Click To Tweet. For your employees, this means removing the fear of leaving their home for work. Helping them reduce their fear of payment for care.

Financial 215

Financial Healthcare E-support Hospitality 215

Forrester's Customer Insights

NOVEMBER 27, 2019

Every few years, we round up examples of customer experience (CX) champions (or “ambassadors”) programs: programs that enable CX teams to broaden their reach by training employees or leaders in CX best practices and/or formalizing their roles in CX project implementation.

Customer Experience 38

Customer Experience Customers 38

Beyond Philosophy

DECEMBER 25, 2021

It’s true, and you can’t blame it all on COVID, although there is some blame to be cast there. What is Our Personal and Business Learning for The Year appeared first on CX Consulting. Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? The post Wow, What a Year!

2002 78

2002 2021 Customer Satisfaction Consulting 78

Kustomer

NOVEMBER 12, 2021

On November 10th and 11th, CX leaders gathered virtually for another edition of our annual conference: Kustomer NOW. The two-day event was loaded with insights from CX influencers and leaders from the world’s most future-focused brands including Spanx, Delivery.com, Rappi, Ring and more. Embracing an Omnichannel Strategy.

2021 98

2021 Omnichannel E-support 2020 98

Beyond Philosophy

NOVEMBER 27, 2021

15:12 We begin to apply nostalgia to a practical insight for Customer Experience, by using happy memories to cast a Halo-effect on your experience. appeared first on CX Consulting. 04:39 Ryan explains what nostalgia is from a psychological perspective. Click here to learn more about Beyond Philosophy’s Suite of Services.

Presentation 78

Presentation Fashion Consulting Financial 78

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Jane Curtain, general manager, CX service design, Telstra. Practice mindful leadership.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

Beyond Philosophy

MARCH 3, 2022

The story is that Julius Caesar crossed it and said, “Now, the die has been cast.” With these tools at your disposal, chances are that when the “die is cast” you will come out the winner instead of leaving it up to chance. . .” The Rubicon river was a boundary to the north of Rome. Subscribe today right here.

Reference 78

Reference Information Consulting Presentation 78

Oracle

JULY 5, 2019

Here are 4 of the latest CX innovations that are reshaping the travel-by-car experience. HudWay Cast. The HudWay Cast is a heads-up display that sits on your dashboard and mirrors your smartphone’s display, and is designed to allow users to follow directions and more without taking their eyes off the road. Roadtrippers.

Innovation 40

Innovation Hotels Travel Download 40

Service Strategies

FEBRUARY 12, 2015

Customer experience (CX) is hot. This web cast, presented by Dr. James "Alex" Alexander, covered some of the critical aspects of how to brilliantly use CX to create customer success, while generating profitable revenue for your services business.

Webinar 40

Webinar Customer Experience Presentation Customers 40

Eptica

JUNE 11, 2020

He who loves practice without theory is like the sailor who boards ship without a rudder and compass and never knows where he may cast , Leonardo da Vinci Every customer service team needs a long-term plan – along with the ability to measure how you are performing and the flexibility to change course if circumstances dictate.

Customer Service 72

Customer Service Customer Centricity 2020 Customer Satisfaction 72

Kustomer

AUGUST 26, 2021

During this call with leadership at another company, the Operations manager was being uncomfortably rude to the CX leaders and he could tell that compassion had essentially ‘left the chat’ at that point. The CX team can’t function without the Operations team and vice versa. Tip #1 – Kindness For The Win. Gabe Larsen: (00:11).

Customer Service 98

Customer Service Customer Journey Mapping Leadership Information 98

Customer Enthusiast

OCTOBER 26, 2018

Together, we toured, listened, shared, asked questions, and engaged with the company’s top CX executives. We were given an exclusive peek behind the curtain into Comcast’s products, services, support, and culture.

Customer Experience 90

Customer Experience Net Promoter Score 2011 Culture 90

delighted

FEBRUARY 9, 2021

You can see that we use multiple survey channels – Email , Web , and iOS SDK – to cast as wide a net as possible. To move the discussion away from the actual response rate number for a minute, let’s go bigger picture: what impact does your response rate have on your CX program? Just how important is survey response rate?

NPS 78

NPS 2020 B2C B2B 78

Customer Bliss

MARCH 18, 2020

Or the inadvertent caste system that might emerge during this time between people who do or do not have paid vacations, or enough insurance to cover health care. CX #coronavirus Click To Tweet. For your employees, this means removing the fear of leaving their home for work. Helping them reduce their fear of payment for care.

Financial 130

Financial Healthcare E-support Hospitality 130

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). This program immerses employees, or cast members, in the Disney philosophy, focusing on creating happiness for guests. As Forrester’s CX Drives Revenue Growth asserts, ‘improving CX can increase profitability at a rate of 5.1

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Engine Insights

APRIL 22, 2018

It’s never been a more exciting time to be in the customer experience (CX) business. Its Take Five program, for example, encourages cast members to take five minutes out of every day to do something special for a guest. CX leaders don’t simply pay lip service to data. Are data-driven. But progress in this area is mixed.

Brands 47

Brands Customer Experience ROI Customer Centricity 47

Lithium

AUGUST 11, 2021

Here are the Khoros-hosted Panels and Meet Up that you can vote for ahead of the March conference: URL to IRL: Khoros Meet Up for Digital Leaders: Join Khoros at this meet-up to connect with peers and experts across social media marketing, online communities, digital customer service, and CX. Thank you for your support and votes!

2022 52

2022 E Commerce Social Media E-support 52

ChurnZero

DECEMBER 14, 2023

Barbers needed a solution that was specifically designed for their business and that would improve the overall customer experience (CX). Don’t try to cast a wide net and horseshoe people into a product that is not necessarily built for them, because they’re going to churn anyway.”

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Books 2015 Customers 2019 52