InMoment XI

NOVEMBER 30, 2023

Engage with Your Audience: Build strong relationships with your audience through active engagement. Consistency builds trust and recognition. 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.

Brands 378

Brands Management Multi-Channel Social Media 378

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. But what can I say?

Definition 281

Definition Culture Customer Centricity Blog 281

Daniel Group

JULY 1, 2023

Welcome to Success Strategies | July 2023 Are You Losing Customers and Hurting Your Brand Because of Poor CX? Is poor CX causing customer loss and brand damage? In today’s competitive business landscape, customer experience (CX) plays a pivotal role in shaping brand perception and customer loyalty.

Brands 52

Brands 2023 B2B Touchpoint 52

Daniel Group

MAY 25, 2023

Welcome to CX Success Strategies | June 2023 Have you given your team clear directions for CX? Establishing clear directions for CX is crucial in any business undertaking. In other words, your team needs your direction for CX. Governance provides clear direction for CX by: Setting a clear future outcome(s).

Government 52

Government 2023 Culture Touchpoint 52

CloudCherry

MARCH 8, 2019

of CX Journey Inc- She’s got 25 years of experience in both helping companies understand their customers and employees and identifying what drives engagement, satisfaction, retention and the overall experience – so that, together, a better experience for all constituents can be designed. Melinda Gonzalez. Rashiruleneey Rashid.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Blog 101

Blog Demo Competitive Advantage Insurance 101

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

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. . We want to fix that. This one’s easy.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? How do you approach customer happiness in your company?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

SurveySensum

JANUARY 30, 2024

The role is crucial – CX professionals shape how customers perceive a company. That got me thinking – what interview questions really help identify a great CX professional? Have you also found yourself in a similar situation where you could not come up with the right questions to ask a CX professional in an interview?

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Demo 52

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Building on Employee Perspective. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Culture 86

Culture Blog Workshop Communication 86

Daniel Group

NOVEMBER 10, 2023

Welcome to Success Strategies Are you setting up your company for sustainable business growth with excellent CX? Excellent CX is the key to keeping your customers loyal and having them become your best sales team by telling others about you. Here are a few things he said about the connection between CX and sales growth.

2024 52

2024 Net Promoter Score 2003 Sales 52

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

GetFeedback

JANUARY 15, 2020

Customer experience (CX) is an ever-evolving industry with unexpected twists and turns. But it’s also this unexpected component that makes it exciting for people who turn CX into a career. This year we’ve recognized 12 of these brave souls as our founding CX Ambassadors. . Q: Myshka, why are you in the CX industry? .

Culture 150

Culture Definition Feedback Government 150

Experience Investigators by 360Connext

OCTOBER 1, 2019

Happy CX Day 2019! CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. If you haven’t already, get your CX Day started with a global good morning from some friends around the globe! CXDay.org is your resource for all things CX Day today.

2019 137

2019 Webinar Customer Centricity Culture 137

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. Customer Experience (CX) hinges upon customers’ sentiments. One surefire way to deliver happiness to customers is to create a culture of happiness within the company. Happy customers are satisfied customers who will return to help your business.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Lumoa

MAY 5, 2022

Customer Experience (CX) is far more than traditional customer service and marketing. It is therefore smart to look at customer experience strategy and brand strategy together if you want to build a stronger position in people’s consciousness. CX is the customers’ experience of the product or service itself.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Daniel Group

SEPTEMBER 26, 2023

Do you have an Effective CX Team to Grow Your Business? An effective CX Team is the key to growing your business and creating better customer experiences in your company. Regardless of where you put CX, the company must prioritize the customer relationship for sustainable growth. Our theme is Build a Stronger CX Culture.

2024 52

2024 Customer Centricity NPS Metrics 52

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. But what can I say?

Definition 182

Definition Culture Customer Centricity Blog 182

SurveySparrow

AUGUST 14, 2023

In this blog, we’ll guide you through the ins and outs of building a powerful customer experience program. What is a CX Program? That’s the magic of a CX program! But what exactly is a CX program? Everything seems perfectly tailored to your needs.

Customer Experience 52

Customer Experience Customer Journey Mapping Customer Centricity Omnichannel 52

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Whether you’re planning new CX strategies , want to become more customer-centric , or just want to learn more about customer experience , these customer experience books will help you do that. Nowadays, most people search for information online.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. sessions: [link].

Customer Centricity 71

Customer Centricity Download Voice of Customer Books 71

Daniel Group

NOVEMBER 30, 2022

What Did We Learn to Improve CX? how does better CX improve business outcomes and 2.) how to use CX metrics most effectively. First, we want to share some of what we learned to improve CX. Most face the same challenges when improving CX. Does Better CX Payoff at the Bottom Line? Who was there?

2022 98

2022 NPS Net Promoter Score Presentation 98

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

Pink Guava

JUNE 29, 2021

The term itself has evolved over the period of time starting with primarily in-store, face to face interactions to building service delivery capabilities with access to phones and service agent 24x7. This quite fits into the context of our blog “Relook at Customer Experience with new lens”.

E Commerce 88

E Commerce E-support Return on Investment Social Media 88

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers. Back To CX Accelerator Blog

Culture 243

Culture Customers Customer Experience Professionals Blog 243

SurveySparrow

AUGUST 14, 2023

In this blog, we’ll take you on a journey through the realm of CX frameworks. So, what’s the essence of this CX magic? The CX framework encompasses various elements such as customer personas, journey mapping, and touchpoint optimization. But wait, they aren’t random occurrences.

Customer Experience 52

Customer Experience Customer Centricity Customer Journey Mapping Touchpoint 52

GetFeedback

JANUARY 29, 2019

Employees : use surveys to keep a pulse on employee happiness and learn how to improve employee culture. Rather than simply asking customers to rate their experience, we also recommend asking for reasoning as well as additional information that will help you build out a more robust customer profile. The post New and Improved!

Net Promoter Score 150

Net Promoter Score Roadmap Feedback Travel 150

Clarivate

OCTOBER 7, 2021

Clarivate implemented a global Customer Delight program in 2019 and a year later acquired CustomersFirst Now, a trusted CX company offering consulting, analytics and software that builds end-to-end Customer Delight programs. Our next blog will discuss the third behavior: being prepared. Treating everyone as your customer.

White Paper 59

White Paper Customer Experience Consulting 2019 59

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Eptica

AUGUST 19, 2020

Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. The current pandemic has highlighted how CX impacts the bottom line – those businesses that have successfully delivered an empathetic, reassuring experience have not only retained customers but increased their loyalty.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Feedbackly

OCTOBER 30, 2023

A good and comprehensive CX program is a mark of your dedication to the clientele. So, what does a CX program entail, and why is it crucial for brands at present? What is a CX Program? A CX program is a strategic initiative centered on placing the customer at the heart of all business operations. Let’s get into it!

Customer Experience 52

Customer Experience Customer Journey Mapping Touchpoint Customer Journey 52

COPC

JULY 17, 2018

In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience (CX) operations, vendor management organizations, and procurement. . What role does company culture play in creating successful change at an organization? .

Blog 40

Blog Management E-support Culture 40

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors. Here are the key takeaways from the webinar.

Customer Centricity 83

Customer Centricity Telecommunications Webinar Feedback 83

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. We’re all CX experts and we know we can learn from the other CX experts in the room! It’s inspiring!

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161