BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. Customers received letters that bordered on threatening, stating that devices would be installed no matter what.

2021 177

2021 Customer Experience Contact Center Government 177

Beyond Philosophy

JANUARY 12, 2022

Goebel also believes that without giving those objects a voice, we are missing out on a significant constituent in the business-to-customer relationship. IoT and Product Management for Experience Improvement. However, he also sees sweeping implications for contact centers. “

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

CX Accelerator

MARCH 9, 2020

So I started to look for other opportunities, and I eventually decided to take on a new role as a content and community specialist for an organization that provides resources and training for contact center leaders. As customer experience professionals, I think we’re especially prone to battling impostor syndrome.

Contact Center 182

Contact Center Social Media Travel Advertising 182

CX Accelerator

MARCH 9, 2020

So I started to look for other opportunities, and I eventually decided to take on a new role as a content and community specialist for an organization that provides resources and training for contact center leaders. As customer experience professionals, I think we’re especially prone to battling impostor syndrome.

Contact Center 182

Contact Center Social Media Travel Advertising 182

BlueOcean

OCTOBER 7, 2021

At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Many Customers Just Want to Talk.

Travel 218

Travel Customer Experience Call Center Books 218

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

COPC

OCTOBER 16, 2023

This data is based on a contact center frontline professionals survey, so those in the corporate office should consider that those in the customer experience organizations value flexibility very much.

Leadership 94

Leadership Transportation Workshop Contact Center 94

Eptica

NOVEMBER 6, 2019

Customers share more about their experience than just a ranking. They tell you via contact centers, open-ended answers on surveys and general conversation with your brand. And yet…as customers, we know this isn’t happening as much as it should. 05%, they may not really understand why that happened.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

Events 97

Events 2015 2016 CEM 97

Experience Matters

DECEMBER 15, 2015

As companies get comfortable using text analytics and collecting customer insights from unstructured data, they often focus on their largest interaction dataset: contact center calls. and will increase their use of more qualitative techniques such as customer interviews and ethnography. Speech Analytics Piloting.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

ShepHyken

NOVEMBER 30, 2018

When speaking about the agent experience, thought leaders often focus on parties, fun work environments, and elaborate compensation structures. Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Can they solve a customer’s problem without jumping through numerous hoops?

Blog 96

Blog Omnichannel Average Handle Time Contact Center 96

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

Avaya

MAY 18, 2016

From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center, and multichannel communications, to the omnichannel experience. Customer experience professionals love the omnichannel. Customers however want more as they evolve as digital citizens.

Contact Center 48

Contact Center Omnichannel Social Media 2016 48

Talkdesk

FEBRUARY 22, 2019

The promised potential of machines, machine learning, bots and artificial intelligence has contact center and customer experience professionals discussing the possibilities with increasing interest.

Contact Center 49

Contact Center Customer Experience Professionals Interaction Customer Experience 49

ijgolding

JANUARY 22, 2018

During the hiring process, ask questions that will provide insight into a potential employee’s values, and only choose employees who have a real passion for providing excellent customer service, rather than those who are simply going through the motions. Send company personnel to a customer experience conference.

2018 76

2018 Customer Experience Social Media Contact Center 76

Kerry Bodine

JANUARY 13, 2016

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Looking for someone to speak at your next event?

Events 48

Events CEM 2016 Customer Experience Professionals 48

CSM Magazine

MAY 18, 2017

While 49% say they offer email as a customer communication channel, only 39% use webchat and just 21% offer web self-service, which is rapidly becoming a top preference for consumers.

2017 40

2017 Customer Experience Contact Center Customer Experience Professionals 40

Avaya

JULY 14, 2016

From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—not least in how they are playing an ever bigger role in customer service. Customers today expect to receive an always-on personal digital experience.

Customer Experience 45

Customer Experience Contact Center Social Media 2016 45

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Looking for someone to speak at your next event?

Events 48

Events CEM 2017 Chief Customer Officer 48

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Comm100 Kaye's Blog Kaye's LinkedIn. Back to CX Accelerator Blog.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

Customer Interactions

OCTOBER 12, 2015

​If you’re a customer experience professional you will know that CX isn’t something confined to the contact center or store front anymore. Today every part of the business effects CX.

Customer Experience 50

Customer Experience Contact Center Customer Experience Professionals Customers 50

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Comm100 Kaye's Blog Kaye's LinkedIn. Back to CX Accelerator Blog.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

Kustomer

SEPTEMBER 6, 2018

He’s also the President of the Northeast Contact Center Forum , which puts on quarterly events for contact center and customer experience professionals. There he’s worked with some amazing brands like Tory Burch, David Yurman, and Rue La La among many others.

E-support 61

E-support Contact Center Books Leadership 61

Brad Cleveland Blog

AUGUST 10, 2022

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization.

Customer Journey Mapping 48

Customer Journey Mapping Customer Journey Customer Experience Professionals Customers 48

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. Share the literal voice of the customer.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

GetFeedback

JULY 19, 2019

Operational and customer lifecycle data. VoC is not just about where and how you ask customers how they feel, it’s also about how they act. Operational data like First Call Resolution (FCR) in your contact centers and customer churn and retention rates help you understand the big picture results in your VoC strategy.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Blog 79

Blog White Paper Customer Experience Customer Journey Mapping 79

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Empathy, genuine empathy All the juicy data in the world only goes so far.

Healthcare 52

Healthcare Airlines 2022 Transportation 52

Beyond Philosophy

OCTOBER 28, 2021

Pine believes that as the experience economy continues to grow and immersive experiences continue to be differentiators, the physical experiences of general Customer Experience have diverged from this path. Customer Experience, as I often refer to it, has different goals and different measurements of success.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Leadership 97

CSM Magazine

DECEMBER 14, 2015

Mobile will continue to gain momentum and companies will design experience that go beyond apps and mobile websites. The improvement in speech analytics will entice many companies to start pilots for extracting insights from their contact center conversations with customers. Speech Analytics Piloting.

2016 45

2016 Customer Experience Customer Journey Mapping Contact Center 45

Comm100

AUGUST 16, 2019

Social media is about being accessible to emerging generations of consumers, and is in some ways the most accessible channel because the customer doesn’t have to visit you to connect 24/7 support at a low cost, easy deflection of common FAQs with consistent messaging and engagement Allows you to connect with your customers on a more personal level.

Communication 40

Communication Social Media Contact Center Travel 40

Brad Cleveland Blog

AUGUST 10, 2022

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization.

Customer Journey Mapping 26

Customer Journey Mapping Customer Journey Customer Experience Professionals Customers 26

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. How did you become involved with customer experience? My fascination with customer experience started at the agency and grew from there.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61