Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Start by delving deep into your customers’ perspectives, their pain points, and their expectations.

NPS 260

NPS Customer Centricity Culture Automotive 260

Experience Investigators by 360Connext

MARCH 16, 2015

Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. We’ll be laying it all out on the table and breaking out our magical magnifying glass to find out what the latest tech will really mean for customer experience. Free webinar this Thursday.

Events 223

Events Customer Experience Webinar Telecommunications 223

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Leadership 97

Customer Bliss

AUGUST 3, 2018

In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades. 7 Customer Experience Insights You Can Apply to Your Organization. Social media has ushered in urgency.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. What Is the Purpose Behind the Customer Show? All brands know that customer experience is important—delighting customers is the name of the game. Think of it like building a house.

ROI 260

ROI 2023 Events Insurance 260

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. This simple statement signified the beginning of an authentic relationship between DTE workers and leadership, which continues to generate value for the company today.

Leadership 68

Leadership Insurance Engagement 2018 68

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. He was a great student of customer experience and formed/understood what the work needed to be.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Customer Bliss

MAY 31, 2016

Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . ” The Simplification Of Health Insurance.

Airlines 158

Airlines Customer Experience Insurance Innovation 158

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Bliss

OCTOBER 16, 2018

Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. Today I’m going to outline for you 4 customer experience potholes to avoid, things that get in the way from leading a transformation and from making traction. Sign up below to get the full video. Click To Tweet.

Chief Customer Officer 185

Chief Customer Officer Customer Experience Leadership Customers 185

Quadient

AUGUST 7, 2019

How insurance companies can decide on which CX Metrics to use. Selecting and keeping track of the right Customer experience (CX) KPIs is important. Insurance companies can use them to: communicate the rationale for previous investments. validate whether improvements to the customer experience have taken place.

Insurance 52

Insurance Metrics Net Promoter Score Customer Journey Mapping 52

InMoment XI

MARCH 27, 2024

On the other hand, 76% of consumers will stop doing business with you after just one bad experience. Given these stats, it’s no surprise that sales-oriented corporations are taking a backseat to tech innovators, customer experience leaders, and automotive brands with a strong digital presence and great online reputation.

Automotive 260

Automotive Management Social Media 2024 260

CloudCherry

MARCH 14, 2019

The CX Champion Contest was all about nominating the best CX superheroes who go above and beyond their limits to surprise the customer and make them feel happy about the brand or business. Director of Customer Experience at UL EHS Sustainability & Co-Founder of CX Accelerator. VP, Customer Experience at ICW Group.

Hospitality 236

Hospitality 2007 Insurance B2C 236

BlueOcean

NOVEMBER 30, 2018

His proven expertise, leadership, and strategic vision continue to deliver value to Blue Ocean and, more particularly, to the company’s clients as Sean builds bold workforce solutions to support even the most complex customer care programs.

Management 227

Management Insurance Leadership Customer Care 227

Playvox

JANUARY 24, 2022

Delivering exceptional customer experiences is the new competitive advantage. While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? Respondents were asked a series of questions on topics including their customer experience programs , introducing new technology, and optimizing human capital. Social responsibility. “75%

Technology 170

Technology Brands Customer Experience Omnichannel 170

Uniphore

SEPTEMBER 7, 2021

We discuss: New CX innovations in the insurance industry. New CX innovations in the insurance industry. A customer-first approach is rising in popularity across all industries including insurance. Dipu explains the company’s 5 step CX process to live by: Listen to customers. Classify customer needs.

Insurance 40

Insurance Innovation Customer Service Connections 40

CloudCherry

MARCH 14, 2019

The CX Champion Contest was all about nominating the best CX superheroes who go above and beyond their limits to surprise the customer and make them feel happy about the brand or business. Director of Customer Experience at UL EHS Sustainability & Co-Founder of CX Accelerator . VP, Customer Experience at ICW Group .

Hospitality 210

Hospitality 2007 Insurance B2C 210

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Ian Williams from Jericho and Christopher Brooks from Clientship CX look at leadership in terms of the way it relates to customer experience. Ian: Welcome back to part two of the CX club video on leadership and how it relates to customer experience.

Leadership 52

Leadership Customer Journey Mapping Customer Experience Fashion 52

TechSee

FEBRUARY 21, 2022

Service organizations –including BPOs — across the spectrum – from HVAC and automotive parts to consumer appliances and office equipment – are using AI to optimize the customer experience (CX), lower costs , and streamline their back-office operations. Target Marketing and Advertising.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Clarabridge

FEBRUARY 7, 2017

With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers. What does customer feedback tell us about the healthcare insurance member experience? Just ask us.

Healthcare 40

Healthcare Insurance Roadmap Call Center 40

Clarabridge

FEBRUARY 7, 2017

With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers. What does customer feedback tell us about the healthcare insurance member experience? Just ask us.

Healthcare 40

Healthcare Insurance Roadmap Call Center 40

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. Natalie is the Vice President of Consumer Experience for Anthem Inc. ’ The final one is a bit more standard: customer satisfaction.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Wondering how to get leadership buy-in for VoC? Conclusion.

Leadership 70

Leadership ROI CEM 2001 70

ClearAction

FEBRUARY 4, 2020

Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceeds. Operationalize Customer Experience.

Customer Experience 62

Customer Experience 2019 Metrics Insurance 62

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Author: Derek Lewis For the majority of consumers digital channels, such as the web and email, are now the default method of researching and buying insurance. Published on: February 19, 2016. Share this page on: Tweet.

Insurance 49

Insurance Retail Customer Service 2016 49

Customer Bliss

MARCH 28, 2017

I found it interesting that our work in customer experience is now expanding to airports, and Karen Ellis of the San Antonio International Airport (previously in somewhat similar roles in Houston and Atlanta) was good enough to come on the podcast and discuss some of her initiatives and challenges. Customer experience.

Customer Experience 183

Customer Experience Travel Touchpoint Hospitality 183

CSM Magazine

MARCH 23, 2021

Thoma Bravo announces strategic acquisition of Calabrio to accelerate company’s cloud-first customer experience Growth. Tom Goodmanson, President and CEO of Calabrio, will continue to lead the company along with the existing leadership team in Minneapolis, Minn. Golub Capital is providing committed financing for the transaction.

Customer Experience 52

Customer Experience Insurance 2007 Financial 52

Confirmit

DECEMBER 4, 2018

For more than 90 years, Erie Insurance has been fulfilling its promise to customers to provide auto, home, business and life insurance rooted in the principles of honesty, decency, service and affordability.

Insurance 40

Insurance 2018 Customer Centricity Culture 40

Experience Investigators by 360Connext

MARCH 25, 2015

It’s Day two at the Next Generation Customer Experience conference. Today I was asked to share insights around emotional feedback, along with Kathryn Churches from American Family Insurance. “Customer experiences need to be more human.” “Customer experiences need to be more human.”

Metrics 234

Metrics 2015 Chief Customer Officer Airlines 234

John Paul

JULY 17, 2018

The company, which provides high-end concierge services as part of customer and employee loyalty programs for corporate clients, announces today it has appointed Andrew Quake to lead the Group’s organization as the CEO of APAC. John Paul is developing omni-channel experiences for the customers leveraging on capabilities in digital concierge.

Leadership 40

Leadership Automotive Hospitality Travel 40

CSM Magazine

NOVEMBER 25, 2019

Bots, and the underlying AI that drives them, have become increasingly popular in many Customer Experience and contact center circles, and for good reason. Bots offer extended functionality and enable customers to find answers or support without the involvement of a live agent.

Customer Experience 87

Customer Experience Roadmap Contact Center Insurance 87

CloudCherry

NOVEMBER 3, 2019

“Basically, be a heart with ears”… …One of my favorite quotes from this week’s “Sweets of CX” guest- Customer Experience Manager for NumberBarn , co-founder of CustomerServiceLife.com , certified health coach, CloudCherry’s 2019-2020 CX Influencer Champ, and the founder of Jenny Dempsey Wellness – Miss Jenny Dempsey herself.

2019 150

2019 2020 Workshop Insurance 150

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Ideal candidates are strategic thinkers with operational experience and collaboration skills.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52