InMoment XI

NOVEMBER 30, 2023

In order to do that, you need to adopt an integrated CX approach to brand reputation management that makes data from multiple sources easily digestible in user-friendly reports. Attracting Top Talent Thought leadership extends beyond customer perception; it also attracts top talent.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

FEBRUARY 3, 2022

Tip #2: Gen Z Is Unlikely to Complete a Traditional CX or EX Survey. Diversity: “I’m looking for [a company] that bring in diverse [experiences and] talents that can challenge one another.” Get ready for a mic drop moment: Gen Z is simply less likely to fill out a traditional survey. How are you connecting with them?

Employee Experience 529

Employee Experience Brands Social Media Customer Experience 529

InMoment XI

NOVEMBER 25, 2021

In order to take action and make the right improvements to your CX, it’s vital to understand why something will happen. The most common use case for predictive models in CX and EX tends to be employee or customer churn, which means customers or employees are intending to leave your brand.

Customer Retention 493

Customer Retention Insights Customers Consumers 493

InMoment XI

AUGUST 22, 2022

It turns out that your greatest asset in your efforts to create an excellent customer experience (CX) can actually be one of your greatest costs. Increased Profitability: Engage and empower employees to take ownership of profitable CX outcomes. What are we talking about? Your employees, of course! Check out this free eBook!

Employee Experience 260

Employee Experience Call Center Engagement Sales 260

Playvox

FEBRUARY 13, 2024

Successfully cultivating top talent is a customer experience fundamental because it’s so closely tied to the overall success of your organization—in any economic climate. Before you can cultivate top talent, though, you have to identify your top performers. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Measurement 2022 Culture 88

InMoment XI

MARCH 21, 2023

This hectic environment is on the top of both employees’ and employers’ minds, making employee experience (EX) initiatives vital to retaining talent and keeping morale up. others are pushing hard to get everyone back in the office.

Social Media 260

Social Media Employee Experience Culture Feedback 260

BlueOcean

DECEMBER 15, 2022

We have another great episode of Deep CX: A Blue Ocean Podcast for you this month! After starting a blog dedicated to customer support in the realm of video games and helping several startups with CX issues, Tony soon found himself sought after for his specialized talents.

Books 156

Books Consulting Blog Customer Experience 156

Think Customers

DECEMBER 16, 2022

We polled business leaders on TTEC’s LinkedIn page, asking “What will be the biggest CX focus in 2023?” Cost concerns are a growing CX priority in 2023 compared to 2022. Cost concerns are a growing CX priority in 2023 compared to 2022. A challenging labor market has made it increasingly hard to attract and retain quality talent.

2023 96

2023 Employee Experience Engagement Brands 96

CX Accelerator

JANUARY 16, 2020

Establish a “Top Talent” Beacon When you look inside the world’s most customer-centric organizations, there is fierce pride. Once hired, that top talent actively brings in more top talent. But the role of the CX leader does not stop in the interview stage. Stage Three, The House.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

CX Accelerator

JANUARY 16, 2020

Establish a “Top Talent” Beacon When you look inside the world’s most customer-centric organizations, there is fierce pride. Once hired, that top talent actively brings in more top talent. But the role of the CX leader does not stop in the interview stage. Stage Three, The House.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

InMoment XI

MAY 31, 2022

We know that everyone is sick of talking about COVID, but the pandemic has had far-reaching effects on customer experience (CX) and employee experience (EX) that will persist long after the virus is finally contained. Defining how exactly to go about employee commitment is going to look different from company to company.

Employee Experience 529

Employee Experience Airlines 2022 Brands 529

BlueOcean

OCTOBER 4, 2022

What strategies can they leverage now to cultivate talent? Lessons from the CX Futurist. Two thirds of companies,” she says, “compete solely on CX.”. If the plane doesn’t fly, I don’t care about the inflight entertainment… CX should be the same,” she says. Marketing and CX must work together. Words to live by.

Entertainment 156

Entertainment Employee Experience 2023 Contact Center 156

ShepHyken

NOVEMBER 14, 2023

Whatever skill or talent the employee has, find a way to incorporate it into their job, even if just for a small percentage of the time. Growth Opportunities: Most employees want to advance their careers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Workshop 146

Workshop Insurance Employee Experience Culture 146

ShepHyken

FEBRUARY 27, 2024

Yes, it helps, but you still have to be talented and have that extra ‘something’ to be a professional basketball player. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2024 87

2024 Workshop Customer Satisfaction Customer Service Training 87

Think Customers

FEBRUARY 13, 2024

The growing role of AI in customer interactions is just one of the major 2024 CX trends examined by TTEC’s Nick Cerise, chief marketing officer, and Tom Lewis, global leader, CX consulting, analytics and AI, TTEC Digital. Maybe I’d rather talk to a human, after all. There’s not as much fear of failure, either.

2024 52

2024 Contact Center Webinar 2023 52

CloudCherry

AUGUST 27, 2019

Acclaimed Writer, Consultant, CX Trainer, and this week’s guest of ‘The Sweets of CX’, Jeff Toister , likes to think of it as, “a compass that always points you in the right direction when you’re creating a customer experience. You can find this interview, and many more, by subscribing to ‘ The Sweets of CX’ Podcast ton iTunes.

Customer Service Training 170

Customer Service Training Culture Customer Centricity Download 170

CSM Magazine

APRIL 22, 2024

However, Andras emphasised that AI should be seen as an enabler rather than a replacement for human talent. This requires a holistic approach that considers the interplay between AI, human talent, and the unique characteristics of each customer engagement channel.

Omnichannel 52

Omnichannel Fashion Events Culture 52

ShepHyken

MARCH 5, 2024

Both are talented beyond words. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. In the past few months, I’ve been to several concerts. I’d say the entertainers were legends in the industry. Two of them were Bob Dylan and Ringo Starr (of the Beatles).

Entertainment 80

Entertainment Workshop Customer Service Training Connections 80

Doing CX Right

AUGUST 19, 2023

Rita Soni, Principal Analyst at Everest Group, explains the latest trends on impact sourcing and how hiring underserved talent transforms customer experience. The post How Impact Sourcing is the Ultimate Loyalty Strategy for Modern Business appeared first on Doing CX Right.

Loyalty 52

Loyalty Customer Experience Contact Center Customers 52

Lumoa

JUNE 23, 2021

It’s becoming more and more important to develop and implement these initiatives in your CX team. When you’re looking for the best talent for your CX team, you need to recognize that talent comes in all different shapes and sizes. What are the benefits of a diverse CX team? What is diversity in customer experience?

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

ShepHyken

MAY 30, 2023

About a year ago, Slutsky became the COO/CMO of the business and put his creative talent to work. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Slutsky looked at the long hold issue and came up with a solution to create a frictionless customer experience.

Workshop 152

Workshop Customer Service Training Customer Service Customer Experience 152

SurveySparrow

JULY 23, 2023

In this story, the hero is the customer, and the quest is for an exceptional customer experience (CX). Customer experience (CX) trends are patterns or shifts in consumer behavior and preferences that significantly impact how businesses interact with their customers. But as we journey through 2023, a different tale is being written.

2023 52

2023 Customer Experience Omnichannel Loyalty Programs 52

Customer Bliss

SEPTEMBER 27, 2018

In today’s episode, Lucy and I talk about how they define customer success and customer experience at Genesys and how she’s been leading the CX transformation in the organization. Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. CX #CustExp Click To Tweet.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. What is customer experience (CX)? In order to measure if your CX strategy is working, monitor the business results. Track the business results. About the guest author.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

Kustomer

MAY 15, 2023

We plan to hit the ground running, investing in new talent and technologies to expand our product offerings. The Ultimate CX Solution. A New Path Forward For our customers, here’s what you can expect. First, businesses will see modernization and simplification of the Kustomer interface, resulting in faster, easier-to-use tools.

Innovation 111

Innovation Communication Loyalty Technology 111

Think Customers

SEPTEMBER 21, 2022

Today’s business climate is creating a difficult balancing act for CX leaders. A recent poll suggests that financial services leaders see several items as the top CX issues facing the industry. Opinions show four areas of concern: high call volumes, long wait times, talent retention, overall CX costs. A cycle is created.

Financial 52

Financial 2023 Contact Center Banking 52

Think Customers

NOVEMBER 22, 2022

What’s different about 2023 is that brands will face the unprecedented challenge of meeting these growing demands amid an ongoing war for talent and mounting cost pressures. In 2023 it’s time for a more thoughtful and proactive approach to customer experience (CX) and employee experience (EX). Know what it takes to retain top talent.

2023 52

2023 Contact Center Employee Experience ROI 52

ShepHyken

AUGUST 21, 2020

You need talent to develop the right kind of experience in order to instigate adoption and deliver a great customer experience. The more prepared and highly skilled your talent is, the easier it will be for them to: Process new information. Hire adaptive people, and don’t just “empower” them; give them real power. Adopt new behaviors.

Customer Experience 246

Customer Experience Culture Government Innovation 246

Think Customers

APRIL 6, 2022

Much has changed in the wake of the pandemic, but one thing hasn’t: companies still need talented employees to deliver seamless customer experiences. But there’s no need for brands to lose the expertise of long-standing employees, or the seamless CX they deliver, just because those workers don’t want to return to in-person work.

Engagement 52

Engagement Contact Center Communication Innovation 52

Zeisler Consulting

SEPTEMBER 15, 2021

May I offer a modest suggestion about CX? That’s on purpose, because the more I think about the “ ROI of CX ,” the more I realize that we in CX are writing checks that the Customers’ experiences alone (no matter how awesome they may be) can’t cash. Notice that there’s no mention in there about revenues, sales, or market share.

White Paper 93

White Paper Sales Brands ROI 93

Customer Bliss

MARCH 9, 2017

If you’ve been listening to my podcast — I can’t believe we’ve done 41 episodes — one of the topics that comes up a lot is talent strategy. ” Most CCOs will mention talent strategy when they talk to me, either on my podcast or in client work. Talent strategy: Affording headcount.

Customer Experience 178

Customer Experience Sports Presentation Customers 178

CX University

SEPTEMBER 11, 2018

Solving this problem of talent is difficult, but as proven by one government agency, it is possible. The United States Patent and Trademark Office (USPTO) has instituted a differentiated solution to the challenge of talent, which is highly valued by its workforce. How Can Mature Organizations Retain Talent?

Management 209

Management 2006 2016 2018 209

Customer Bliss

MAY 23, 2018

?. “ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. It was extremely important that they had talent that would be passionate about the fans, especially for a sports-driven culture.

Sports 197

Sports Customer Experience E Commerce Travel 197

Customer Bliss

NOVEMBER 1, 2018

A delightful CX meant that they were to develop a value system around uplifting other people. Tactic 2: Focus on Talent and Hiring. In addition to understanding the experience of drivers, Mary developed a strong focus on talent and hiring for Lyft employees. They uplift their drivers/employees by being authentic and engaged.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The organizations that can’t hold onto their best people are seeing it negatively impact the CX.

2023 120

2023 Customer Experience E-support Customers 120

Kustomer

OCTOBER 14, 2021

Global Talent is Key to Entering Different Markets. Hiring the right talent is important for building deep connections with your customers because the more they relate to your brand and your agents, the more they feel understood. There is so much talent around the world that you don’t have to be in one place now.

Customer Experience 105

Customer Experience Management Culture Sales 105