InMoment XI

JANUARY 22, 2024

CX will be forever changed in the world of retail banking in the coming years by the unstoppable wake of AI. AI is Everywhere: From pet communication devices, smart toilets, dating coaches–AI is becoming intertwined with every facet of society. This somewhat novel tech isn’t just a tool, but a revolution of sorts.

Banking 260

Banking Financial Social Media Customer Centricity 260

InMoment XI

APRIL 14, 2020

Volvo Sees Increase in NPS by Leveraging CX Insights When Volvo started its CX programme, the company was fixated on getting a higher response rate and higher NPS scores. The original state of the programme seemed to have left employees coaching customers to give higher scores and gaming the system to get the response rates.

NPS 346

NPS Customer Experience Article Insights 346

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Comm100

JUNE 26, 2018

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. This is where a coach comes into play. Coaching Skills.

Culture 42

Culture Customer Service Training Download Definition 42

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Hear how to integrate your customer experience standards into your hiring, onboarding, coaching, and performance reviews, ensuring that your team knows exactly what is expected of them. Experience Action Podcast] Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Culture 143

Culture Feedback Customer Experience Customer Service 143

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. The modern consumer landscape is ever-evolving, and agents need personalized coaching to adapt. What is Customer Service Coaching?

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

InMoment XI

DECEMBER 6, 2021

Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. CX professionals need to know what to do with their feedback, tell a story with that feedback, and be able to adapt their approach to the customer experience as their business and the market evolve.

Feedback 493

Feedback Management Technology Government 493

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience. We have mentors and coaches. After graduation, as coaches, remind them of your customer CARE excellence strategies.

Customer Service Training 97

Customer Service Training Customer Care Social Media Loyalty 97

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more. ” John DiJulius.

Customer Journey Mapping 97

Customer Journey Mapping Customer Service Training Customer Care NPS 97

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Kate Nasser

JANUARY 14, 2024

Kate Nasser, The People Skills Coach™ | CX The post Horrible Customer Experience & Patient Experience: Constant Causes | #CX appeared first on KateNasser.com. Persistent causes of horrible customer experience & patient experience & how to address them.

Customer Experience 61

Customer Experience Customers Contact Center Customer Care 61

Experience Investigators by 360Connext

JANUARY 18, 2022

It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ ’ CX is much more than these, though. We recommend training on the basics, like: What the heck is CX and why does it matter? A strategy. A business discipline.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Kate Nasser

MAY 22, 2022

Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com. Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them.

Leadership 126

Leadership Customer Experience Customers Communication 126

Experience Investigators by 360Connext

MARCH 8, 2021

We do this by creating custom learning paths for our clients, including virtual and live sessions, small group or individual coaching, and lots of communication to reinforce the topics we’re discussing. . That means ideally having some foundational pieces in place, like your CX Mission Statement and your CX Success Statement. .

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Feedbackly

OCTOBER 10, 2023

Date: November 1st, 2023 Time: 2 PM EET (UTC +2) / 12 PM GMT (UTC +0) Tiempo de duración: 60 min >> Save your free seat here Everybody is saying that personalized customer experience (CX) is important and we need to do it, but only a few actually know if they are doing it right. Personalization is a hot topic.

Webinar 98

Webinar Measurement Customer Experience 2023 98

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

E Commerce 59

E Commerce Telecommunications Contact Center E-support 59

Experience Investigators by 360Connext

NOVEMBER 16, 2021

The best way to do this is to tie it all back to your CX Success Statement Whoops! which ties your CX initiatives to larger organizational and leadership goals. Create Your Own CX Success Statement with our FREE CX Success Statement Workbook. Curiosity is a great trait for CX leaders and teams.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

Kate Nasser

JUNE 25, 2023

Kate Nasser, The People Skills Coach™ Author, Leading Morale The post Sustaining Customers: Do Your Employees Think It’s Too Much Trouble? #CX CX appeared first on KateNasser.com. Leaders, Do your employees think it's too much trouble to sustain customers? Look for these actions.

Customers 88

Customers Customer Care Leadership Customer Service 88

CSM Magazine

NOVEMBER 2, 2023

Miami and Palo Alto, Foundever a global leader in the customer experience (CX) industry, has announced a new strategic partnership with Zenarate, the leading AI Simulation Training solution for customer-facing agents. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Customer Experience 52

Customer Experience Telecommunications Customer Service Training Insurance 52

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 Workshop 2020 Insurance 150

CSM Magazine

MAY 3, 2023

Zenarate , the leading AI Simulation Training solution for contact centers, today announced the CX Agents: A Survey of CX Leaders Regarding Their Most Valuable Asset report. The 2023 CX Agents report is available to download here. The 2023 CX Agents report is available to download here. CX leaders focus on soft skills.

2023 52

2023 Contact Center Telecommunications Insurance 52

ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. So, what does this have to do with business, specifically customer service and CX?

Customer Service 136

Customer Service Sports Workshop Customer Service Training 136

Kate Nasser

OCTOBER 29, 2023

Real life examples from Kate Nasser, The People Skills Coach™ The post People Skills Blunders: When Ego Sinks You! | #PeopleSkills #CX appeared first on KateNasser.com. Your people skills blunders w/ others happen when your ego trips and sinks you.

Communication 63

Communication Leadership Customer Service Customer Experience 63

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Shep Hyken is a customer service and CX expert, an award-winning keynote speaker , and New York Times and Wall Street Journal bestselling author. Follow on LinkedIn. Follow on LinkedIn. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Kate Nasser

JANUARY 30, 2022

by Kate Nasser, The People Skills Coach™. CX appeared first on KateNasser.com. Remove these obstacles of customer experience teams & sales associates & increase sales & loyalty. The post Customer Experience Teams & Sales Associates: Remove Their Obstacles! #CX

Sales 108

Sales Customer Experience Loyalty Customers 108

Playvox

FEBRUARY 13, 2024

Offer Training Opportunities Through Coaching There’s more than one way to effectively train agents. Consider allowing high-performing agents to coach peers. It’s a cost-effective coaching technique, and it communicates to top-performers that their expertise and talents are recognized and valued.

Contact Center 88

Contact Center Measurement 2022 Culture 88

CloudCherry

SEPTEMBER 9, 2019

It’s ALL about keeping promises with CX. And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. ” When asked about a company that wowed him with their CX, who did Eric pick?

B2C 186

B2C Workshop B2B Employee Experience 186

Playvox

FEBRUARY 27, 2024

For example, if employers and employees support and respect one another, it can create a positive chain reaction which ultimately can lead to the delivery of outstanding customer experience (CX). AI solutions also provide automated coaching and feedback, to help agents improve faster and arm them with preventive action.

Engagement 73

Engagement Contact Center Culture Metrics 73

Kate Nasser

AUGUST 22, 2021

30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills appeared first on KateNasser.com. For customer service excellence avoid saying these crushing customer service replies.

Customer Service 126

Customer Service Customers Insights Contact Center 126

Playvox

FEBRUARY 6, 2024

QM, sometimes referred to as quality assurance (QA), includes more than just scoring interactions and is made up of a variety of processes and systems aimed to help improve and engage agents – with the desired outcome of delivering outstanding customer experience (CX). Automate recruiting, training, and onboarding.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. CX leaders can use the report to better understand what consumers value most, where to focus their agent training efforts, and how to win over customers and prospects.

2022 52

2022 Consumers Insights Telecommunications 52

Heart of the Customer

JULY 7, 2020

During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count. But I think many CX professionals – myself included – could benefit from a reminder of just how much confidence […].

Customers 174

Customers Customer Experience 174

ShepHyken

OCTOBER 17, 2023

And that kind of curiosity shows up in the questions they ask. Here’s another quote for you to ponder, and this one is from Dan Sullivan , founder of the Strategic Coach program. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. In other words, be curious.

Workshop 141

Workshop Customer Service Training Customer Service Interaction 141

CX Accelerator

NOVEMBER 26, 2021

We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I'm extremely grateful for the CX community at large.

Hospitality 182

Hospitality Travel Healthcare 2020 182

CX Accelerator

NOVEMBER 26, 2021

We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I'm extremely grateful for the CX community at large.

Hospitality 182

Hospitality Travel Healthcare 2020 182