InMoment XI

APRIL 18, 2022

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. The Key Post-Pandemic EX Holy Grail for All Companies: We’re Now in the Era of Required Employee Commitment and Linkage to CX. Do Companies Recognize the High CX Value of Employee Advocates?

Article 558

Article Employee Experience Culture Connections 558

InMoment XI

JANUARY 18, 2022

Previous InMoment Trends Reports have focused primarily on the customer experience (CX), but today, businesses have more experience stakeholders than ever before—including your employees and even the folks who may not have made a purchase, yet have an impression of your brand.

2022 493

2022 Measurement Entertainment Hospitality 493

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Any CX charter should address the following six components: What is Our CX Vision?

Document 358

Document Net Promoter Score Government Leadership 358

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Over the past year or two, I’ve shared several excellent articles by Brittany Hodak on the topic of creating super fans. I’ve touched on this topic in the past, but the capabilities for video to enhance CX is better than ever.

2024 78

2024 Article Customer Service Government 78

BlueOcean

NOVEMBER 13, 2023

From AI and VoC to EX and TX, here are some resources to inspire for the new year. And voice of the customer (VoC) analytics is one valuable piece of the CX puzzle. Check the article out here if you’re looking to expand and innovate within your CX strategy. Keep your finger on the pulse of the industry. Piqued your interest?

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Experience Investigators by 360Connext

OCTOBER 5, 2021

There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. 4 Ways to be a CX Change Agent at Your Organization.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. How to Inventory Your CX Touchpoints Taking a comprehensive and thorough inventory of your touchpoints can be extremely challenging. Use your Customer Experience Mission Statement and CX Success Statement to guide you.

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

GetFeedback

MAY 9, 2019

All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. . Heck, we’re still learning.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. How to Inventory Your CX Touchpoints Taking a comprehensive and thorough inventory of your touchpoints can be extremely challenging. Use your Customer Experience Mission Statement and CX Success Statement to guide you.

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Kustomer

AUGUST 26, 2022

Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field. Jump down to our list of the top CX podcasts or continue reading to discover what elements make for a great CX podcast that will improve your already-growing customer experience strategy. For how long?

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Experience Investigators by 360Connext

FEBRUARY 3, 2020

Give Your Team Educational Resources. Where to Find Customer Experience Training Resources. I’ll focus on Customer Experience educational resources here, since that’s the topic nearest and dearest to my heart. CX Podcasts. Looking for some good CX Podcasts? Online CX Courses.

Workshop 197

Workshop Healthcare Sales Financial 197

customer sure

MARCH 12, 2024

It’s interesting that over a year after OpenAI launched ChatGPT, we didn’t speak to anyone who’s seeing measurable improvements in CX from implementing GPT-based technology. Can AI really better-inform the actions we should be taking as a result of customer feedback? GPTs can do these tasks well, but they come with their own pros and cons.

2024 62

2024 Customer Service Feedback Fashion 62

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI. I loved one of his first topics: AI is not the end of call centers. It’s making them better.

2024 76

2024 Article Hotels Loyalty Programs 76

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. The payoff comes when you replace a fired customer with one easier to do business with, that is, one who does not rob your organization of monetary resources and your employees’ time and passion. Here are my top five picks from last week.

2024 58

2024 Article Customer Service Workshop 58

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). When you unlock the benefits of AI in quality management, you’re able to move beyond basic process improvements to a direct, marked improvement in employee experience (EX) and ultimately CX.

Contact Center 75

Contact Center Management Call Center Omnichannel 75

Kustomer

NOVEMBER 10, 2023

While not every company can physically engage with customers to learn more about them, AI serves as a valuable resource for collecting the necessary data to provide superior customer service. Our guest speaker, TJ Stein, who serves as the Head of CX at Everlane, shared more insights on this topic.

Webinar 93

Webinar Customer Centricity Innovation Customer Relationships 93

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. . What is a CX management platform?

Customer Experience Management 141

Customer Experience Management Management Contact Center Customer Experience 141

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: We’re back to one of my favorite topics, convenience. I even wrote an entire book devoted to this topic, The Convenience Revolution. If you want to create a better CX, eliminate the friction.

2021 143

2021 Article Customer Service Social Media 143

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Customer Bliss

SEPTEMBER 25, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. Provide them with resources and the ability to rethink what they do. CX Click To Tweet.

Chief Customer Officer 216

Chief Customer Officer Insurance Financial Technology 216

CX Accelerator

SEPTEMBER 16, 2022

After all they have approved a resource and some budget to it. And although the most profitable and successful companies across every sector globally, are also the ones that have the highest CX scores, adoption is slow in many organizations. Many leaders do in fact think they are supporting Customer Experience in their organization.

Consulting 208

Consulting Culture Insights Customer Experience 208

ClearAction

JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. This is the focus of CX Day 2023 ! Your CX team must have skills to foster holistic customer focus across the entire organization. Data informs and patterns stimulate.

2023 62

2023 Customer Experience Chief Customer Officer Fashion 62

CX Accelerator

APRIL 13, 2020

As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.

Customer Expectations 208

Customer Expectations Management Sales Customer Experience 208

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Let’s kick off this week’s Top Five roundup with a topic I’m often asked about, which is how to handle negative reviews. Customers are expecting a better CX than in the past. Here are my top five picks from last week.

2024 56

2024 Article Customer Service Social Media 56

Lumoa

JANUARY 8, 2024

They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. Topic Modeling: This is the opposite of digging deeper into the sentiment. Topic modeling is about seeing the bigger picture. Ain’t that powerful?!

Social Media 157

Social Media Feedback User Experience Insights 157

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Think Customers

NOVEMBER 9, 2023

Associates who work industries like healthcare, financial services, or insurance are even more vulnerable because the topics they deal with are emotionally charged, such as declining a medical procedure or missed credit card payments. Be mindful about providing employees with wellness resources, activities, and time off.

Insurance 52

Insurance Healthcare Financial Culture 52

Experience Investigators by 360Connext

OCTOBER 9, 2014

For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day , affectionately known as CX Day. ” As customer experience moves from being a hot topic to a real business advantage, the C suite is starting to pay attention. It’s very encouraging to see.

Social Media 279

Social Media Customer Experience Professionals Consulting Events 279

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: As I read this article about B2B marketing and CX, I thought that you could write the same article (with a few minor tweaks) about B2C. Here are my top five picks from last week. Bad Customer Service Puts $3.7

2024 60

2024 Article Customer Service B2B 60

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. This is a hot topic, especially with younger generations who want the places they do business with to align with what’s important to them. Two big topics in the article that I’ve been preaching for years.

2021 124

2021 Article Customer Service B2B 124

CX Accelerator

APRIL 13, 2020

As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.

Customer Expectations 182

Customer Expectations Management Sales Customer Experience 182

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. This excellent article includes commentary from some customer service and CX experts (myself included) and reinforces that this tool, while a good option, sometimes has room to improve. Here are my top five picks from last week.

Article 65

Article Customer Service 2023 Contact Center 65

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. This article adds to the credibility of that notion and shares ideas, stats, and strategies on how to create a CX that drives growth.

2024 60

2024 Article Customer Service Average Handle Time 60

Daniel Group

FEBRUARY 3, 2022

If you are just getting started in CX or want to improve your current program, we have some resources for you. Did you know that companies with successful CX programs are twice as likely (55% vs. 26%) 3 to use customer feedback data to identify problem areas and improve? Client Success Stories. billion hits. billion hits.

Customer Experience 105

Customer Experience B2B 2022 Touchpoint 105

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. My comment: You know I love stats and facts about anything related to customer service and CX. Brian Solis has a compelling article about this very topic. Top Customer Experience Resources to Follow in 2021 by MK Marketing.

2021 133

2021 Article Customer Service Loyalty Programs 133

Customer Bliss

AUGUST 30, 2021

More Resources on This Topic. The Process of CX Hiring and Transformation at Volkswagen Group Australia. High tech without a human connection may make interactions more efficient, but it’s important to know when to blend humanity and caring into customer experiences. Daily Huddle: Is Hiring Your Most Important Decision?

Books 310

Books Hotels Travel Connections 310