CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

SurveySensum

JANUARY 26, 2024

Exploring Options: Consideration Stage As customers progress through the different stages of the customer journey, the consideration stage emerges as a critical phase where they actively evaluate and compare various brands. Produce informative resources, such as how-to guides, e-books, blog posts, and tutorials.

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

Talkdesk

MARCH 4, 2021

To do so, I needed to spare half of my day, because these activities could only be managed by going to a bank branch and waiting in line to be helped. . But this is not the only concern; companies that fail to better optimize their location-based frontline staff will suffer to stay profitable and maintain a high-level of CX.

Contact Center 94

Contact Center Customer Experience Banking Telecommunications 94

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

delighted

AUGUST 10, 2021

That’s why we’re excited to announce our brand new Delighted Core Certification program: a free learning course and exam that takes you through all of the ins and outs of Delighted so you can become your organization’s CX rockstar. The Core Certification course includes six modules, six quizzes, a hands-on activity, and a final exam.

Feedback 98

Feedback Customer Experience Management Brands Information 98

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

Kustomer

APRIL 13, 2022

Communication skills – Customer support personnel must be able to communicate clearly and put customers at ease. Ability to listen – Active listing is a skill that helps you identify what the real issue is. It also helps more experienced customers share their knowledge and builds an online community of brand loyalists.

Customer Service 94

Customer Service Omnichannel Social Media Document 94

COPC

FEBRUARY 22, 2019

Despite the fact that virtually every organization in existence has an entire department dedicated to customer care, the global community of customer care leaders is a small and familiar group of folks. This community is well supported by a calendar jam-packed with conferences, summits and seminars.

Events 40

Events Hospitality Culture Hotels 40

Hero Digital

MARCH 26, 2020

is capacity — the capacity of hospitals, emergency departments, and outpatient centers to treat the rising infection rate of COVID-19. In a healthcare system that was already overburdened, healthcare professionals are on the frontlines of the outbreak with incredibly high stress as beds and resources become unavailable. Bottom Line.

Healthcare 79

Healthcare Hospitality Technology Insights 79

PeopleMetrics

MARCH 25, 2022

If your organization would benefit from increased insight into customer opinions and has the resources and capacity, creating a CAB can be an excellent investment. Fostering an engaged community of customers and stakeholders. Design survey and communication cadences. Complete Introduction to CX. Back to Top. Back to Top.

Roadmap 118

Roadmap Feedback B2B Interaction 118

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John DiJulius Follow @JohnDiJulius. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

VDS

JULY 22, 2020

Given the current crisis, companies with work from home (WFH) capabilities have been able to continue operations—at least for some activities. Crisis or no crisis, employees are a company’s most expensive resource, and its most valuable. Previously posted on National Center for The Middle Market. —. Success stories.

Connections 52

Connections Contact Center Communication Definition 52

Circular Edge

APRIL 23, 2021

This solution also enables their employees to spend more time with their customers while empowering the business to achieve more with its resources. “Success today requires the agility and drive to constantly rethink, reinvigorate, react, and reinvent.” – Bill Gates. Another customer session featured Steve Gibson , Sr.

Workshop 52

Workshop Innovation Consulting 2021 52

SurveySensum

JANUARY 24, 2024

Whether they come from customer support tickets, emails, community forums, etc, gather and organize them in one dedicated space. Sign Up For Free Free Forever • No Feature Limitation • No Credit Card Required • Get a Live Demo In a recent Twitter discussion of #CXQOTD’ many, CX thought leaders shared their insights on the same.

Roadmap 52

Roadmap Feedback Demo Customers 52

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels. Peter Armaly.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

Kerry Bodine

JUNE 11, 2017

The leaders at another client of mine want to put the customer at center of all internal and external process improvement initiatives—and so they initially rooted the company’s customer experience efforts in a process improvement group, part of operations. They share innate customer centricity and an ability to activate those around them.

Customer Experience 96

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 96

Oracle

APRIL 8, 2021

Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Nominate excellence in CX! That could be exclusive content or access to communities, or it could be services that are value-added or member exclusive. Watch below, and read on for a full recap. I’m not alone!

Loyalty Programs 52

Loyalty Programs Loyalty Customer Relationships Rewards Programs 52

Provide Support

APRIL 13, 2016

Customer experience is now clearly at the heart of digital transformation, and digital is at the center of that customer experience,” said Anatoly Roytman, managing director at Accenture Interactive and global digital commerce lead. Structure your resources so that they can be navigated easily. Personalize your communications.

Customer Relationships 43

Customer Relationships 2016 Social Media 2003 43

ChurnZero

APRIL 5, 2019

Here are just a few of our favorite tips that we wanted to share with the larger Customer Success community. KPIs need to be easy achievable, clear cut and used in a manner that can predict future activity. This is one way to gain executive buy-in and secure the resources you need to build your team.

Customer Success 40

Customer Success Customer Centricity Leadership Webinar 40

delighted

SEPTEMBER 27, 2019

In 2019, 67% of consumers believe that companies are actively improving their customer service. Making unguided changes to your customer experience (CX) strategy based on ‘feeling’ instead of measurement and continuous benchmarking could end up hurting your support team and the brand at large. Teach your team to be active listeners.

Customer Service Strategies 42

Customer Service Strategies Customer Service Social Media Exceptional Customer Service 42

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Investigators by 360Connext

APRIL 14, 2020

Customer Journey Maps are a great resource, especially in times of change like these. This doesn’t mean you can’t include other personas, especially if you have the resources to do so. What happens if a customer starts on the app but has to call your contact center? Customers are one of your most valuable resources.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Experience Investigators by 360Connext

MAY 12, 2020

What if the decision-makers in your organization understood that these are all reasons supporting new CX initiatives? The Communication Trifecta: Logic, Emotion, and Symbolism. We communicate most effectively when we present logic, emotion, and symbolism. The Objection: Our Teams are Already Too Busy for CX.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. And so in the next slide, Nate Brown is the co-founder of CX Accelerator.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Omnichannel Metrics Feedback 52

Kustomer

FEBRUARY 11, 2024

This cloud-based CX software is used by over 100,000 companies — with Siemens, Uber and Shell as some of its most prominent clients. These AI chatbots handle basic and repetitive queries, such as routing customers to FAQ sections or resource centers, fostering self-service.

Multi-Channel 98

Multi-Channel E-support E Commerce Omnichannel 98

Circular Edge

OCTOBER 30, 2020

One of the things I enjoy most about the JDE community is the incredible opportunity to connect with new & longtime customers, partners & friends while sharing innovative stories & experiences – whether that’s in-person or now virtually.

Innovation 52

Innovation Roadmap 2020 Webinar 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 84

Talkdesk

FEBRUARY 5, 2021

The National Retail Federation’s (NRF) “Retail Big Show” is traditionally held each January at the Javits Center in New York City, but this year, fittingly, has been split into separate digital and brick-and-mortar chapters. Elderly care centers became digitized. Schools went digitized. Medicine and counseling became digitized. …

2021 87

2021 E Commerce E-support Retail 87

Kustomer

FEBRUARY 17, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with author Daniel Rodriguez to learn about customer neglect and why it’s such a big issue in the modern CX era. CX is often looked at as a cost center rather than a revenue center, meaning the needs of CX leaders get tossed aside.

Books 98

Books Social Media Metrics NPS 98

Circular Edge

APRIL 24, 2019

Here’s part two, where I’m highlighting my favorite moments and activities including CE product & service innovations , more customer success stories , unique product giveaways made by companies who run JD Edwards and lively entertainment that helped make #C19TX an amazing conference experience. Capabilities Whitepaper .

Innovation 40

Innovation Roadmap Demo Presentation 40

Circular Edge

APRIL 24, 2019

Here’s part two, where I’m highlighting my favorite moments and activities including CE product & service innovations , more customer success stories , unique product giveaways made by companies who run JD Edwards and lively entertainment that helped make #C19TX an amazing conference experience. Capabilities Whitepaper .

Innovation 40

Innovation Roadmap Demo Presentation 40

ClearAction

NOVEMBER 4, 2020

Forces on customers are dictating digital experience and employee experience, along with investor experience, supplier experience, and community experience. The vision is typically product-centered or ego-centered, and less often truly customer-centered. How is your firm’s North Star a compelling customer-centered vision?

2021 77

2021 Customer Experience Workshop Wireless 77

Customer Bliss

MARCH 7, 2017

I truly believe those doing customer experience and customer-driven growth work are a community, and Jim and I represent that in this podcast. An experience design group led human-centered design methodology. In the early stages of his work with AARP, Jim focused on 9-12 week spurts of “break-fix” activities.

Customer Experience 128

Customer Experience Government Culture Leadership 128

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. Our Grow and Tell webinar series hosted by Tim Van Lew is the latest resource for the tried-and-tested approaches CS leaders have proven in their programs.

Chief Customer Officer 59

Chief Customer Officer Return on Investment 2013 Customer Success 59

Kustomer

FEBRUARY 19, 2024

Some of Zendesk’s key features include: a dynamic ticketing system for tracking and prioritizing support requests, a knowledge base for creating self-service content, live chat and messaging capabilities for real-time communication, and a call center solution. Request Live Demo. ?

Social Media 52

Social Media Multi-Channel Omnichannel E-support 52

Oracle

SEPTEMBER 19, 2019

As this year of customer experience for businesses around the globe continues, women in tech at Modern CX gathered their experience in captivating customer experience quotes. Here’s a closer look at some of the most inspiring and thought-provoking quotes on CX from women in tech. I always say great CX first is a team activity.

Call Center 91

Call Center 2019 Technology Customer Journey 91