Experience Investigators by 360Connext

FEBRUARY 6, 2024

Resources Mentioned: Experience Investigators Learning Center Learn more about CXI Flight School Want to ask a question about this episode – or another CX issue? Join us for a conversation that promises to empower your organization with AI while keeping the customer relationship at the core.

Innovation 143

Innovation Customer Relationships Interaction Brands 143

InMoment XI

DECEMBER 22, 2022

This is one of the most important stages that is often overlooked, as you have one shot upfront to invest the time, energy, and resources into getting your program right from the start. Get in touch to learn more about how experience improvement can transform your business today! You will thank us later throughout the process!

Voice of Customer 558

Voice of Customer Net Promoter Score Social Media Call Center 558

Experience Investigators by 360Connext

MARCH 5, 2024

We’ll reveal how to navigate the customer journey with foresight and finesse, ensuring that your clients feel heard, valued, and—most importantly—cared for without draining your precious resources. Then, we switch gears to celebrate the heartening bonds we forge with our clients.

Customer Journey 143

Customer Journey Customers Communication Insights 143

Experience Investigators by 360Connext

OCTOBER 31, 2023

Learn from Jeannie as she guides us through the labyrinthine process of defining excellent customer experience, creating an effective customer journey map, and much more. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Customer Journey Mapping 264

Customer Journey Mapping Customer Journey Insights Customer Experience 264

Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Thank you for accompanying us on this journey.

Customer Focused 290

Customer Focused Feedback Customer Experience Customers 290

Experience Investigators by 360Connext

SEPTEMBER 26, 2023

Resources Mentioned: Join the Waitlist for the CXI® Flight School Article: Is Customer Experience Worth It? Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? This is the new age of customer experience, and we don’t want anyone to be left behind.

Loyalty 271

Loyalty Article Technology Customer Experience 271

Experience Investigators by 360Connext

FEBRUARY 13, 2024

Resources Mentioned: Experience Investigators Learning Center How a Service Code Empowers Employees to Deliver Exceptional Experiences Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Customer Expectations 143

Customer Expectations Customer Experience Management Loyalty Technology 143

InMoment XI

APRIL 27, 2023

If you simply want to learn more about our innovative products and services, a representative can answer your questions by completing the form below, and they’ll get right back to you. If you’re a client and want to talk to someone about the updates to the XI Platform, contact your account rep.

Innovation 260

Innovation Feedback Call Center Insights 260

InMoment XI

NOVEMBER 21, 2022

It’s clear that executives need to put customer loyalty at the center of their company’s values, but how do you actually go about doing building customer trust and loyalty? Of course, we recommend utilizing not just a help center as a method to reach out, but any adequate resource, from employees on the front line to digital surveys.

Loyalty 260

Loyalty Social Media Banking Customer Journey 260

Experience Investigators by 360Connext

JANUARY 16, 2024

Resources Mentioned: Jeannie’s LinkedIn Learning Courses CX Charter Guidebook CX Meeting Agenda & Guidebook Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Tune in and let’s move from talk to action in creating exceptional customer experiences.

Customer Experience 143

Customer Experience Leadership Customer Journey Loyalty 143

Experience Investigators by 360Connext

MARCH 26, 2024

Coresight Research) Meet New York’s Chief Customer Experience Officer (StateScoop) Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

2024 178

2024 Banking Advertising ROI 178

BlueOcean

OCTOBER 4, 2023

Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. Your outsourced contact center partner will be responsible for QA on the agent side, and the OPI partner is responsible for performance managing interpreters.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

CX Accelerator

NOVEMBER 11, 2022

We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area. Learning and Development. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. Resource: 6 Sources of Customer Understanding by CXpert.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

JANUARY 30, 2024

Manager of Contact Center Sales for Verizon Business. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Prior to starting her CX adventures, she spent 15 years in Product Development, designing laser printing devices. Michelle holds 6 U.S.

2024 143

2024 Government Customer Experience Professionals Contact Center 143

Experience Investigators by 360Connext

OCTOBER 17, 2023

Resources Mentioned: Learn more about CXI® Flight School CX Mission Statement Workbook CX Success Statement Workbook Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Tune in, engage, and let’s revolutionize your member experience.

Customer Experience 143

Customer Experience Customers Engagement Connections 143

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . This manifests as not getting the resources, people, technology and tools they need to help actually deliver better experiences. Related: [Free Resource] CX Mission Statement Workbook.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Resources Mentioned: What’s a Service Code and How Do We Use It? Experience Action Podcast] Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Tune in to discover how you can transform your part-time workforce into customer experience superstars.

Culture 143

Culture Feedback Customer Experience Customer Service 143

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many physical centers do you operate? How long have you been delivering AI solutions as part of your contact center services?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Experience Investigators by 360Connext

JANUARY 23, 2024

Get ready to learn the importance of accessible tutorials, demos, and why fostering feedback loops is your ticket to continuous improvement and customer satisfaction. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Innovation 143

Innovation Customer Centricity Demo Customer Satisfaction 143

Experience Investigators by 360Connext

AUGUST 29, 2023

Resources Mentioned: YouTube: Jeannie Walters at Experience Investigators Get the Weekly Letter Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at www.speakpipe.com/experienceaction – and remember to follow her on LinkedIn !

Customer Service 143

Customer Service Customer Experience Customers Customer Centricity 143

Experience Investigators by 360Connext

JANUARY 9, 2024

Jeannie shares actionable insights on how to foster a culture that sees feedback as a gift—a chance to learn, grow, and excel. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Let’s talk!

Feedback 143

Feedback Culture Innovation Customer Experience Management 143

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Follow Maria on LinkedIn at linkedin.com/in/mariavillablanca/ Follow Maria on YouTube at youtube.com/@MariaPVillablanca Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

2024 143

2024 Leadership Customer Satisfaction Insights 143

Experience Investigators by 360Connext

DECEMBER 5, 2023

As we embark on this exploration, we draw inspiration from the likes of Amazon, Chewy, and Zappos, giants who have successfully integrated AI to create a human-centered experience on a mammoth scale. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Customer Relationships 143

Customer Relationships Insights Technology Customer Experience 143

InMoment XI

JANUARY 19, 2024

Descriptive and Prescriptive Analytics Descriptive analytics is centered around summarizing historical data to provide a comprehensive understanding of past events and trends. Organizations may face obstacles in terms of the technical skills needed, as well as the resources required for ongoing maintenance.

Events 260

Events E Commerce Retail Insights 260

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Line up the senior resources who will pay attention to the program on both sides of the equation.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Compounding the challenges, the KPIs used by many contact centers don’t match organizational goals or business goals, affecting your contact center’s overall performance. Get clear and honest about your real goals.

Contact Center 88

Contact Center Measurement 2022 Culture 88

Experience Investigators by 360Connext

OCTOBER 10, 2023

Learn how negative feedback can be a catalyst for process improvements, employee training, and product enhancements. Resources Mentioned: CX Mission Statement Workbook Learn more about CXI® Flight School Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Feedback 143

Feedback Communication Insights Technology 143

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

Resources Mentioned: Customer Interview Guidebook Experience Investigators Learning Center Want to ask a question? For any of these methods, proactive steps are needed to set your initiatives up for success. Tune in to hear what you need to get insights, not just answers.

Feedback 143

Feedback Insights Customer Experience Connections 143

Experience Investigators by 360Connext

NOVEMBER 28, 2023

Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? They also put the spotlight on Duolingo’s bold logo change, sparking the conversation on how such alterations can impact customer perception.

2023 143

2023 Entertainment Touchpoint Connections 143

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Resources Mentioned: CX Charter Guidebook CX Mission Statement Workbook CX Success Statement Workbook Join the Waitlist for the CXI® Flight School Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Document 143

Document Customer Experience Customers Customer Centricity 143

Experience Investigators by 360Connext

SEPTEMBER 12, 2023

Resources Mentioned: SMIRC Goals Checklist CX Mission Statement Workbook CX Success Statement Workbook Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? We dive into each in this episode.

Customer Experience Professionals 143

Customer Experience Professionals Measurement Customer Experience Customers 143

Experience Investigators by 360Connext

OCTOBER 3, 2023

Resources Mentioned: CX Mission Statement Workbook CX Success Statement Workbook CX Charter Guidebook Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Tune in and get ready – it’s time to put ideas into action!

Innovation 143

Innovation Feedback Insights Customer Experience 143

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 98

Call Center Contact Center Culture Engagement 98

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Experience Investigators by 360Connext

NOVEMBER 14, 2023

Books Mentioned: “Why We Buy: The Science of Shopping” by Paco Underhill “Chief Customer Officer 2.0” Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Chief Customer Officer 143

Chief Customer Officer Books Measurement Insights 143

Interactions

APRIL 19, 2024

We asked the participants to work through the development of a transformation strategy , and identify the priorities, challenges, and use cases for leveraging Generative AI (GenAI) in contact center transformation. Take the IVA Maturity Assessment to see where you fall on the path to CX excellence and learn how to push forward.

Insights 62

Insights Workshop Customer Experience Contact Center 62