Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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B2C Leadership Chief Customer Officer Customer Experience 111

ShepHyken

FEBRUARY 28, 2022

2022 – Time to Make the Move Beyond Cx and Ex to Total Experience by Candice Mueller. My Comment: Customer experience (CX) has been at the top of many company’s success strategies for years. Customer Experience (CX) Continues to Boom, Putting Customers First by Alon Ghelber. How much empathy, care, passion, etc.

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2022 Article Customer Service Loyalty 70

Oracle

MARCH 1, 2021

In celebration of Women’s History Month, we’re highlighting some of the top female pioneers in customer experience (CX). Female innovators in CX technology have shaped the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas.

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2021 Technology Workshop Advertising 81

Beyond Philosophy

SEPTEMBER 17, 2020

We had Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School, as a recent podcast guest. When I think about it, the tight-fitting lid represents precision to me at a subconscious level, making me feel good about the phone I bought. .

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2002 Fashion Financial 2005 163

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Humanizing the Customer Experience.

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B2B B2C Customer Centricity Sports 95

Kustomer

AUGUST 26, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen flies solo as he recounts an interesting leadership phone call, during which he realizes what tools businesses need to be customer focused. Listen to the full podcast to learn more! The Phone Call That Created Change.

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Customer Service Customer Journey Mapping Leadership Information 98

Russel Lolacher

MARCH 2, 2021

Recently I was invited to take part in two interviews, one for CX Buzz and one for CX Quick Tips, where I shared a bit about our team’s work for the BC Ministry of Transportation. This interview was originally posted on CX Buzz. Consumer sentiments have remained largely the same from the last year to next. For example?—?be

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Social Media Government Customer Care Transportation 52

Kustomer

DECEMBER 2, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Dan Gingiss to learn more about how Marketing and CX are connected. Listen to the full podcast to learn more. Can you recall if it was a good or a bad experience? CX: The Ongoing Effort.

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Marketing Social Media Brands Books 98

Customer Bliss

MAY 11, 2017

I just hit Episode 50 of my customer experience podcast. I’m not going to recap Episodes 13-50 here (would be a lot for you to consume), but my favorite aspect of the podcast is when the guests get into tactics. This has become part of the vocabulary at Essilor, where Diana Helfinstine leads CX. ).

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Customer Experience Airlines Customers Leadership 131

Customer Bliss

JULY 7, 2016

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. We will continue to add both business-to-business and business-to-consumer senior customer experience leaders each week.

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Customer Experience Chief Customer Officer Insurance B2C 141

Beyond Philosophy

OCTOBER 25, 2019

was our guest on a recent podcast to talk about the secret to Airbnb’s success. As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. Businesses tend to take longer to adapt to technology than consumers, Dr. Michelli says.

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Hotels Travel Hospitality 2019 104

Customer Bliss

AUGUST 23, 2018

Like many other companies we’ve seen, c2c didn’t have a holistic CX approach, they just had a small reactive team who handled customer relations and problems. 5 Steps to CX Management in the First 3 Months of Your Leadership Role. These roles are designed specifically to handle the various portions of the CX work.

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Transportation Management Chief Customer Officer Roadmap 129

Customer Bliss

OCTOBER 18, 2019

As CCO, Curt has a holistic leadership position over the sales and customer department, focusing on earning the right to organic, sustainable growth. Curt and I discuss how essential it is for the consumer packaged goods industry to become more customer-centric. Start Off With A Simple Approach.

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Retail Customer Experience Chief Customer Officer Customer Centricity 111

Playvox

MARCH 12, 2023

Providing excellent customer experience (CX) by continuing to train your agents and implementing new technologies is essential for the success of your business. When it comes to improving contact center performance and gaining customer loyalty, it’s important to understand that CX is the backbone of any support center.

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Contact Center Customer Satisfaction Metrics Measurement 52

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. This is just as important as CX in many ways. Guiding Customers to Solutions Using Empathy.

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Sales Employee Experience NPS Banking 99

Playvox

SEPTEMBER 30, 2022

A 2022 Salesforce report showed that 88% of both consumers and business buyers said their experience mattered as much as a company’s products did, making your team a critical part of the customer experience — and customer retention. Good reporting relies on the right tagging structure. Showcase Your Customer Support Team Progress.

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Contact Center Article Customers Presentation 67

Kustomer

APRIL 29, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Steve Richard from ExecVision and Vikas Bhambri from Kustomer to learn about recording customer phone calls and how the data is useful to CX agents. Are Phone Calls Dying Off in the CX World?

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Call Recording Customers Sales Contact Center 98

Kustomer

OCTOBER 28, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX pros at Kustomer – Gordana and Chad. Let’s Hear it for Customer Service Week! TRANSCRIPT.

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Customer Service Customers Interaction Culture 98

Bold360

MARCH 29, 2020

To help sort out what this means in a CX context, we invited Allison Marsh , Head of CX at John Hancock , onto the show. And to achieve this, he set an ambitious target for the CX team: increase net promoter scores by 30 in 5 years. You want to make measurements consumable. Who measures the measurements?

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Net Promoter Score Metrics B2B Measurement 52

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Learn how Annette accomplishes this by listening to the podcast below. Success Starts with Leadership. TRANSCRIPT. Intro Voice: (00:04).

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Customer Centricity Culture Leadership Net Promoter Score 59

Wootric

FEBRUARY 14, 2019

This is a Valentine to those people, and more specifically those people who work in CX. These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Did we miss an especially loveable CX expert?

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Workshop Consulting Customer Experience Professionals Books 67

Kustomer

FEBRUARY 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by John Timmerman to talk about operationalizing the customer experience. Listen to the podcast below to find out how you too can transform your customer experience through operationalization.

Hotels 59

Hotels Customer Journey Mapping Culture Leadership 59

Kustomer

MAY 6, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Wade Radcliffe and Vikas Bhambri to learn about visual integration to enhance the customer experience and how it boosts agent efforts. The opportunities for visual CX are endless. A New Communication Channel.

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Contact Center Communication Measurement Download 98

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. The third is to use the appropriate language that gets straight to the point, but without forgetting the human element of CX.

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Customer Service Customers 2010 Net Promoter Score 98

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

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2020 Customer Experience Magazine Consulting 132

Qualtrics

SEPTEMBER 15, 2020

In this podcast, she shares best practices for how brands can adapt their digital CX programs to meet the evolving needs of today's digital-first consumer. Juliana was joined by Clay Warren, Head of Digital CX at Qualtrics. What advice would you give brands looking to mature their digital CX program? Access Now.

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Brands Healthcare Innovation Consulting 26

Kustomer

SEPTEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , In this episode of Customer Service Secrets, Gabe Larsen is joined by Vipula Gandhi, the current Managing Director at Gallup, to discuss customer service data and the connection between customers and employees. Listen to the full podcast below.

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Net Promoter Score Hospitality Customers Consulting 52

Kustomer

FEBRUARY 10, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Christopher Stark from Khoros. We brought him on the show today because of his unique background as a leader in CX and Business Value. Proving CX Value to the C-Suite. Those take months, if not years.

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Metrics NPS ROI Brands 97

Storyminers

JULY 6, 2020

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. We fully recognize and appreciate that there are multiple ways CX can and should be improved that don’t have anything to do with Artificial Intelligence. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Kustomer

OCTOBER 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. Phil is the VP of Audience Intelligence at RPA and he gives us the secrets to successfully curating the customer journey through good marketing and solid customer service.

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Marketing Customer Service Definition E Commerce 98

Storyminers

JULY 6, 2020

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. We fully recognize and appreciate that there are multiple ways CX can and should be improved that don’t have anything to do with Artificial Intelligence. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Beyond Philosophy

DECEMBER 16, 2021

Consumers these days are more informed when they come to your retail centers today than they once were. I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. To register for the next CX Network Live event, please click here. Empathy is essential.

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ROI Events Sales Leadership 78

Kustomer

AUGUST 19, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CEO and longtime customer advocate, Wendi Sturgis. Wendi has years of experience in CX and in leadership positions and she shares some of the secrets for how to make your company stand out.

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Culture Chief Customer Officer NPS B2B 98

Customer Bliss

JANUARY 26, 2018

It’s certainly becoming a more popular method of communication for consumers. All of the CX predictions have included embracing AI and chatbots, but companies shouldn’t just do it willy-nilly. Consumers are getting more savvy when using tech to communicate with businesses, and their expectations continue to increase.

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2018 Chief Customer Officer Touchpoint Customer Journey 114

Kustomer

OCTOBER 29, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Freedman from Kustomer to evaluate the formula for high performing CX teams. Learn how Matt has successfully built brand loyalty in a new economy by listening to the podcast below. The Me-Economy.

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Brands Omnichannel Loyalty E-support 52

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. Repeatedly named on top CX expert lists over the years, including ICMI and others. CX Accelerator. Google Podcasts.

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Employee Experience Connections Leadership Definition 52

Integrity Solutions

SEPTEMBER 28, 2023

New research found that just one in five banking customers feels valued by their bank, while good customer service (along with trust and reliability) was cited as having the biggest impact on their decision to stick with a provider. And of course, we’re all human — we each have good days and bad days.

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Customer Service Training Customer Service Contact Center Culture 110