Feedbackly

DECEMBER 2, 2022

The shift from products to experiences. The ever-evolving customer expectations shape how brands create and present their buying journey. The ever-evolving customer expectations shape how brands create and present their buying journey. They are on the hunt for experiences and favor “feel-good moments” over mere “products.”

Net Promoter Score 98

Net Promoter Score NPS Metrics Customer Journey 98

Experience Investigators by 360Connext

MAY 27, 2015

Have you ever considered the many, many ways content impacts the customer experience? I knew it would be fun to discuss the intersection of content and customer experience with Ann. She continues to be a resource for those of us in the trenches, actually creating the content experience. I’ve dwelled on it.

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

Experience Investigators by 360Connext

NOVEMBER 10, 2020

Customer experience leaders had to adapt to this changing world, too. They’ve had to: Determine how to gather feedback from customers and employees in new ways, and how to respond to it accordingly. Customer experience leaders and all leaders took lessons from these extraordinary times. Customer behavior is changed.

2020 190

2020 Customer Experience Chief Customer Officer Communication 190

Feedbackly

OCTOBER 30, 2023

While nailing customer experience is a challenging task like getting hold of the golden snitch, having a program in place will ensure you have a clearly thought-out strategy to achieve it. A CX program aims to improve every touchpoint in the buying journey to ensure customers receive a seamless and rewarding experience.

Customer Experience 52

Customer Experience Customer Journey Mapping Touchpoint Customer Journey 52

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! Accessibility is the experience.

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! Accessibility is the experience.

2020 143

2020 Events Customer Journey Brands 143

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. But first, a quick perspective on the CX industry. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

B2B 90

B2B Roadmap B2C Hotels 90

Experience Investigators by 360Connext

AUGUST 9, 2017

Or maybe they were responsible for the learning and development of thousands of employees. They have credentials and experience and are viewed as leaders of change in their organizations. They do their research, read the blogs, and the books, and even attending some webinars. They are well-versed in many areas of business.

Customer Journey Mapping 181

Customer Journey Mapping Workshop Webinar Customer Journey 181

ChurnZero

NOVEMBER 18, 2021

Which is why it’s important to remember that when you face personal or technological challenges, you must have patience in your learning journey. I started researching easy ways to keep my plants alive with as little maintenance as possible. The self-sufficiency that LECA affords my plants means I rarely need to water them.

Webinar 98

Webinar Customers Customer Journey Engagement 98

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

ijgolding

APRIL 23, 2019

As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may advance their personal, or organisational approach to CX. Experiencing your customer & employee journeys. Customer Journey Management. Making CX a priority for the whole company.

Customer Experience 109

Customer Experience Books Webinar Communication 109

Totango

AUGUST 21, 2020

It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide. It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide.

Innovation 116

Innovation Customer Success NPS Reference 116

Lumoa

APRIL 21, 2022

It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

Kerry Bodine

JUNE 23, 2015

Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. Or watch the webinar —just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.). What is the process for creating journey maps? You can download the slides here.

Customer Journey Mapping 69

Customer Journey Mapping Workshop Customer Journey Webinar 69

Think Customers

JULY 16, 2020

Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. Reimagining the employee experience. When customers order groceries online, use telemedicine, stream movies, or message a customer support specialist, they’re confirming their demand for digital channels.

Contact Center 52

Contact Center Customer Service Strategies Employee Experience Webinar 52

Oracle

FEBRUARY 5, 2019

Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). I even threw in my own perspective, at the end. Don’t miss it!

2019 92

2019 Customer Experience Leadership Webinar 92

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. At every step of the journey, the menu options should be relevant and kept to a bare minimum. We provide an outstanding experience to your customers. Keep the options relevant.

Contact Center 81

Contact Center Call Center 2018 Omnichannel 81

inmoment

APRIL 23, 2020

It’s clear that the Coronavirus has affected everything from commerce to customers, but how precisely is it impacting customer experience (CX) programs? Additionally, how can companies use their experience programs to spot problem areas and enact meaningful change under these unprecedented conditions? Step #1: Monitoring CX Programs.

Webinar 52

Webinar Leadership Social Media Financial 52

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

2024 52

2024 Feedback Culture Demo 52

Gainsight

AUGUST 26, 2021

Do you really know the sentiment of your employees? Do you really know the sentiment of your employees? Add more color to your employee and functional evaluations. Of course, having all of that data available goes a long way toward helping to identify sales goals, shape customer experiences, and refine customer journeys.

Customer Success 52

Customer Success E-support Metrics Demo 52

ChurnZero

FEBRUARY 11, 2020

It was a two-day event in Atlanta, where attendees got to hear perspectives from leading Chief Customer Officers on how to utilize the latest technology to wow your customers, different models and strategies to enact deep operational change and the tools you need to train, measure and encourage core soft skills.

Customer Success 52

Customer Success Chief Customer Officer 2020 Events 52

Beyond Philosophy

APRIL 20, 2023

I have made many mistakes in my life, I’ll admit. However, mistakes are not all bad. Sure, the mistake part is trouble, but you learn a lot from them. I have made a couple of good calls, too. Starting this newsletter, for one, if, for no other reason than I might share what I learned with all of you. So, I realized I had to make a change.

2004 78

2004 2002 Consulting Books 78

SurveySensum

APRIL 1, 2024

Happy customers often turn into brand advocates , sharing their positive experiences and thus amplifying the brand’s visibility and credibility. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Let’s get started!

Brands 52

Brands Social Media Feedback Loyalty 52

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. How many employees support digital engagement at Aruba? So, that team is kind of like the architect who designs the journey for the customer. Well, if you’re Aruba, you go digital.

Customer Engagement 112

Customer Engagement Engagement Customer Journey Mapping Definition 112

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these? Ensuring the management doesn’t get in the way.

ROI 119

ROI 2014 CEM Webinar 119

Tricia Morris

JULY 29, 2016

Just a few years ago, Gartner Research conducted a marketing spending survey where 89% of the responding companies said that by 2016, they expected to compete mostly on the basis of customer experience. Customer Experience Index , and if the U.S. Forrester Research recently published the results of its 2016 U.S. Don’t wait for change.

Customer Experience 57

Customer Experience 2016 Wireless Webinar 57

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. How many employees support digital engagement at Aruba? So, that team is kind of like the architect who designs the journey for the customer. Well, if you’re Aruba, you go digital.

Customer Engagement 87

Customer Engagement Engagement Customer Journey Mapping Definition 87

Kustomer

JUNE 17, 2021

Listen to the podcast below to discover how Laurent and his team at Azure use customer-centric strategies to create the best experience. No longer are the days of bank teller-esque transactions where each experience is done as quickly as possible with little consideration for customer satisfaction. We need to do something now.’”

Sales 99

Sales Employee Experience NPS Banking 99

ChurnZero

NOVEMBER 18, 2021

It’s fair to say that no one likes feeling intimidated, which is why it’s important to remember that when you face personal or technological challenges, you must have patience in your learning journey. I started researching easy ways to keep my plants alive with as little maintenance as possible.

Webinar 52

Webinar Customers Customer Confidence Retail 52

Innovative CX

MAY 6, 2020

Nothing could have prepared us for the pandemic crisis we are in today and its impact on the customer, employee, and student experience. Rather than being able to rely solely on the lessons of the past, we are literally defining the experiences as we go, every minute of every day. Not the dot.com bust in the 2000’s.

2008 59

2008 Customer Experience Seminar Workshop 59

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Engagement 59

Engagement Customer Experience Culture Government 59

Qualtrics

FEBRUARY 17, 2021

have realized that customer experience analytics and direct customer feedback are the hallmarks of building effective situational intelligence. Kristi Olson, Digital Customer Experience/VOC Manager for Deluxe Corporation, a leader in providing financial services to small businesses, has been at the forefront of this CX-driven revolution.

E Commerce 26

E Commerce Webinar Metrics E-support 26

Innovative CX

OCTOBER 11, 2019

Recently I was participating in a webinar on the topic of how the employee experience links to the customer experience and this phrase came to mind. Have you encountered employees who sit with arms crossed and unfriendly faces as you attempt to execute an improved experience for your customers?

Webinar 40

Webinar Leadership Employee Experience Customer Experience 40

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these? Ensuring the management doesn’t get in the way.

ROI 74

ROI Net Promoter Score CEM 2014 74

Team HGS

MAY 2, 2018

Ask the Experts: Predictions for the Future of Customer Experience. . On April 25, HGS hosted a webinar with HGS VP of Solutions and Capabilities Lauren Kindzierski with special guest John Gibney, Senior Manager of Consumer Service at Newell Brands. At the webinar, our poll results shed slight on the state of the industry.

Customer Experience 40

Customer Experience Omnichannel Webinar 2018 40

Bizagi

FEBRUARY 3, 2020

So following a popular webinar ‘ Delivering Meaningful Results from Digital Transformation ’ featuring with Neil Ward-Dutton of MWD Advisors , he shared his analyst expertise with our community by answering some of the most common and important questions about digital transformation.

Technology 72

Technology User Experience Connections Webinar 72

NICE inContact

NOVEMBER 1, 2018

Customer Experience (CX) is the new battleground for companies to differentiate and win in the experience economy. Great experiences have a direct correlation to revenue. Listening to customers through all interactions and in all channels gives a holistic perspective of where things are working and failing.

Government 48

Government Webinar Feedback Interaction 48