2017 Customer Experience Customer Focused Innovation 
ShepHyken
AUGUST 14, 2017
to your customers. I beg you, retailers, don’t digitize the in-store customer experience by Ben Davis. My Comment: Innovation is a big word in business today. Read this article about five ways successful retailers have innovated to make a better CX. The answer lies in improving Customer Experience (CX).
ShepHyken
MAY 29, 2017
How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry. by Nicolas Maechler.
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ShepHyken
NOVEMBER 27, 2017
My Comment: If there were four things you could do that would ensure your customers would come back, what would they be? Josh Linkner, innovation guru, shares four core ideas that build loyalty. Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer.
ShepHyken
MARCH 27, 2017
Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. While they focus on the contact center world, many of them are appropriate for any company (and department) that is customer-focused.
ShepHyken
JANUARY 30, 2017
Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. LiveChat) In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like.
ShepHyken
AUGUST 28, 2017
Artificial Intelligence: The Customer Experience Imperative by Bob Hayes. Business Over Broadway) The tools and methods of artificial intelligence, machine learning and predictive analytics will play a major role in helping businesses better understand and manage the customer experience. Follow on Twitter: @Hyken.
Experience Investigators by 360Connext
OCTOBER 4, 2017
RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! Jeannie Walters (@jeanniecw) October 4, 2017. So let’s unpack that a bit… First, customer service and CX are often used interchangeably. Take, for example, this piece in the British Museum of a customer complaint etched in stone!
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