Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Communication 93

Communication Technology Culture Employee Experience 93

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. Of course, not!

2018 0

2018 Article Customer Service Contact Center 0

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. This reminds me of a piece I once wrote about Tool vs. Toy , which explores the changing value of technology driven by users vs. investors.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. My Comment: My friends at LiveChat have put out a 2018 customer service report. Plenty of interesting information here.

2018 93

2018 Article Customer Service Social Media 93

Qualtrics

AUGUST 24, 2021

Like every organization across the world right now, Singtel - one of Asia’s leading communications technology companies - in designing new workplace environments and policies for a world that has completely changed. However, Singtel’s award-winning employee experience transformation isn’t simply a product of the COVID-19 pandemic. .

Employee Experience 26

Employee Experience Communication Technology Culture 26

ShepHyken

MAY 21, 2018

5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods. My Comment: Starbucks is a leader in customer service and experience. Books have been written about the Starbucks experience.

Article 83

Article 2018 Customer Service Customer Service Strategies 83

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

2018 74

2018 Measurement Competitive Advantage Metrics 74

CSM Magazine

SEPTEMBER 26, 2018

Companies in Europe are enhancing always-on, omnichannel customer service as more and more consumers embrace AI-driven experiences. Early adopters are reaping the benefits of using AI technologies to deal with common tasks and requests, freeing agents to shift away from a reactive role to really driving proactive, meaningful engagement.”.

Technology 63

Technology Customer Service Omnichannel Consulting 63

ShepHyken

JANUARY 15, 2018

A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . More recently, however, the experience that customers receive has become ever more important and the battleground on which most companies are now competing. Top 10 Tips to Design a Perfect Customer Experience Survey by Adi Bhat.

Article 0

Article 2018 Customer Service Banking 0

ShepHyken

AUGUST 27, 2018

What caught my eye was this powerful statement: No amount of money, advertising, or vast product portfolio will make up for subpar customer experiences. Top 5 Customer Experience (CX) Predictions for 2020 by Sonali Datta. My Comment: What will the future – at least in 2020 – of customer experience look like? Tiffany is right!

2018 59

2018 Article Customer Service 2020 59

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. Unfortunately, “happy agents coupled with the advanced technology makes for happy customers” just doesn’t roll off the tongue as well. Where can technology help close those gaps?

Contact Center 48

Contact Center Technology 2017 Roadmap 48

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. Unfortunately, “happy agents coupled with the advanced technology makes for happy customers” just doesn’t roll off the tongue as well. Where can technology help close those gaps?

Contact Center 48

Contact Center Technology 2017 Roadmap 48

Alida

SEPTEMBER 6, 2018

But despite predictions that more than 3,800 stores are expected to close in 2018, the death of retail, much like Mark Twain, may have been reported prematurely. confident or very confident as of January 2018, according to the Consumer Mood Index. Prioritize insight and the retail customer experience.

Retail 243

Retail E Commerce 2017 E-support 243

Alida

MAY 24, 2018

That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. To win the business of consumers, however, companies need to invest in continuously improving the experience of their customers. Get closer to your employees. Retail is far from dead.

Retail 189

Retail 2018 ROI Touchpoint 189

Beyond Philosophy

MARCH 2, 2018

Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve the process for their employees. Since the announcement on February 1st, there has been much speculation about how Amazon would use the data—and more than a few concerns about employee privacy rights.

2018 101

2018 Government Employee Experience 2013 101

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

Call Experts

JANUARY 15, 2020

Success is developed through a perfect combination of talent and technology. Employees are the real assets for companies. As per “The future of work 2020” report, HR departments must focus on People and Performance to enhance overall employee management and productivity. . Maintain high Employee Service Index.

Call Center 72

Call Center Contact Center 2018 Customer Journey Mapping 72

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Trends change: New industry trends, regulations, and technologies emerge, creating new business dynamics. Focus on the employee experience. Without employees, you have no customer experience.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Beyond Philosophy

MAY 3, 2018

Airlines, technology, retail (on and offline), and even hospitals have been merging over the past twenty years. While CEOs have said they are concerned about Customer Experience, it does not play out in the mergers that reduce competition and combine market share. How big is too big to care about Customer Experience?

Wireless 113

Wireless 2018 2017 2002 113

Calabrio

JULY 25, 2019

Beyond the inherent value our technology delivers every day, forward-thinking contact center leaders prove time and again there are no limits on the dramatic business change that can be ignited when Calabrio ONE is used in new and innovative ways. Tiffany & Co.

Contact Center 61

Contact Center 2018 2019 Innovation 61

Second to None

APRIL 11, 2018

2018 is a particularly interesting moment in this space due to the impact that advanced technology is having on a brand’s ability to communicate with its customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire. Ties Between Employee and Customer Experience.

Customer Experience 54

Customer Experience 2018 Voice of Customer 2017 54

Experience Investigators by 360Connext

OCTOBER 22, 2019

consumers say they're getting a good Customer Experience from companies. Employee Experience Will Remain One of the Top Influences on Customer Experience. There is no doubt the way employees feel influences how they treat customers. Technology WILL replace some roles in customer service and other departments.

2020 169

2020 Customer Experience Innovation Brands 169

Bold360

DECEMBER 19, 2018

2018 was the year that AI moved from an experiment for many companies to a critical way that companies engage with employees and customers alike. 2019 will be the year we see AI move from a position of augmenting an experience to becoming a full-fledged assistant. Employee Experience Will Be the Next AI Frontier.

2019 78

2019 2018 Consumers Employee Experience 78

Kitewheel

AUGUST 12, 2021

Kitewheel and CSG have been working together since 2018 to bring great customer experiences to CSG’s clients through the power of journey orchestration. It’s that hard work and team mentality that has brought us to where we are today, continuing to innovate the world of customer journeys and customer experience.

Customer Journey 52

Customer Journey 2021 2018 Webinar 52

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Sometimes technology can help. Balancing headcount with technology helps to enhance customer service experience during the holidays. Impact of Customer Experience on Churn and Retention.

Contact Center 60

Contact Center Management Call Center 2018 60

Comm100

JUNE 19, 2018

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. This eBook contains best practice tips from the CX field, encompassing methodologies like Six Sigma to ensure your pathway to customer experience improvement is clear and straightforward. Download Now.

2018 40

2018 Contact Center Entertainment Culture 40

Call Center Pros

AUGUST 27, 2018

The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken. This book will teach you about how to use the power of technology to more effectively grow relationships with customers around the world. Reichheld.

Books 40

Books 2018 Customer Service Call Center 40

Call Experts

FEBRUARY 12, 2020

AI-powered technology that addresses the needs of a changing workforce. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

CSM Magazine

FEBRUARY 19, 2021

BigChange, the mobile workforce management technology company, today announced that EDF has selected its pioneering JobWatch system to support the delivery of metering and energy services in the UK. . EDF’s Energy Solutions division will use BigChange’s JobWatch system to manage the activities of field engineers serving business customers.

Transportation 52

Transportation 2013 2020 2018 52

West Monroe

FEBRUARY 8, 2019

CX leaders will be successful by connecting customer experience and employee experience metrics to operational metrics, ultimately tying to business outcomes (think Balanced Scorecard). Trend #3: Continuing to improve the employee experience. WARNING: we are NOT economists.

2019 45

2019 2018 Employee Experience Metrics 45

Call Experts

FEBRUARY 19, 2020

Two key factors that directly correlate to the growth of your businesses: How well you utilize the latest technologies. How focussed are you on improving customer experience (CX). What is customer experience? Improving this experience is about developing an emotional connection to create a brand perception of your company.

Customer Experience 80

Customer Experience Contact Center Call Center 2018 80

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Sometimes technology can help. Balancing headcount with technology helps to enhance customer service experience during the holidays. Impact of Customer Experience on Churn and Retention.

Call Center 49

Call Center Management Contact Center 2018 49

Oracle

AUGUST 8, 2018

— Pamela Jacob (@PamelaBJacob) July 31, 2018. — Habergeon LLC (@HabergeonLLC) March 28, 2018. For more information on inspiring leaders and women in technology, visit smartercx.com/womenintech. The post The Employee Experience: Tackling Work-Life Balance with Top Execs appeared first on SmarterCX.

Employee Experience 97

Employee Experience 2005 2018 Books 97

Call Experts

DECEMBER 12, 2019

Through proprietary reporting technologies and detailed holiday protocols, our team is prepared for the holiday rush. Incorporate technology to bring efficiency and cost savings. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. What is an employee call out-line?

Contact Center 69

Contact Center Call Center 2018 Customer Journey Mapping 69

Call Experts

MARCH 5, 2020

What do you do if you can’t build the technology you need or afford to hire full-time staff to answer your phones and support your customers? Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences.

Contact Center 80

Contact Center Call Center 2018 Customer Journey Mapping 80

Call Experts

FEBRUARY 26, 2020

Today, a lot of companies have access to the same technology. However, the differentiator is the experience. Many services are backed by AI-powered technology to address the real-time demands of customers. . Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines.

Contact Center 59

Contact Center Call Center 2018 Omnichannel 59

Qualtrics

DECEMBER 6, 2018

It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. The experience can be invaluable to your organization and allow you to earn continuing education credits to keep your certifications up-to-date.

2019 27

2019 Engagement 2018 Events 27