CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. What’s driving this paradoxical shift?

Metrics 228

Metrics Morale Benchmark Government 228

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. What’s driving this paradoxical shift?

Metrics 182

Metrics Morale Benchmark Government 182

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. In the age of the internet, it is difficult to keep tabs on which thought leaders and influencers are the real deal, and which ones are not. This is especially true in the customer service industry. At Netomi, we deeply care about improving the customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. But as a CX enthusiast, where do you start? Adam Ramshaw Follow @Genroe.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. While call center culture can be led from the top, when it’s supported and shaped by your employees, they’ll be more engaged. Your customer focus.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Beyond Philosophy

JULY 29, 2019

They exist because it is human nature to crave power and influence. What everyone wants in business ultimately are good people supporting you on the team. For example, I was implementing an extensive Customer Experience program. In our global Customer Experience consultancy, this concept is also true with clients.

Consulting 260

Consulting Consulting Morale Benchmark 260

delighted

SEPTEMBER 20, 2019

Historically, the concept of “customer experience” has been seen as purely the responsibility of customer support. Customer experience” was strictly customer service-driven and incredibly retroactive — something that was only monitored or addressed post purchase. Does customer experience increase revenue?

Customer Experience 45

Customer Experience Customer Service Surveys Self service 45