GetFeedback

DECEMBER 16, 2020

COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders.

Customer Experience 183

Customer Experience 183

Concentrix

MARCH 29, 2023

Enhances Concentrix’ position as a leader in $550B+ growing CX market Adds clients in attractive growing markets, further diversifying our marquee client list Significantly expands footprint in Europe, Latin America, and Africa Expands breadth and global reach of high-value services and digital capabilities Strengthens support for clients and staff, (..)

Marketing 121

Marketing 121

GetFeedback

NOVEMBER 7, 2021

During the latest CX Leader Roundtable, we explored the connection between employee experience (EX) and customer experience (CX).

Customer Experience 78

Customer Experience 78

Uniphore

JANUARY 21, 2022

These are just a few of the patient service challenges healthcare leaders are grappling with today. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements? Healthcare leaders need to rethink their CX strategy.

Healthcare 98

Healthcare Virtual Agent Interactive Voice Response Self service 98

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.”. Don’t be afraid to share personal stories and show how passionate you are about CX.

Customer centricity 208

Customer centricity Education Government Personalization 208

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.”. Don’t be afraid to share personal stories and show how passionate you are about CX.

Customer centricity 182

Customer centricity Education Government Personalization 182

Nuance

JANUARY 3, 2023

For example, in my conversations with customer engagement leaders, I’ve been struck by how focused they are “doing more with less” given the current economic climate. “Do The post Customer engagement predictions 2023: Strategic priorities for CX leaders appeared first on What’s next.

Enterprise 72

Enterprise Contact Center 72

Tethr

NOVEMBER 22, 2022

Here's why CX leaders should measure customer effort, including benefits to your team, your customers, and your company's bottom line.

Customer effort 71

Customer effort 71

NobelBiz

JANUARY 5, 2022

In this episode of The CX Leader Podcast, Steve Bederman of NobleBiz joins host Steve Walker to discuss the impact of call centers on customer experience and how contact center technology and culture can have a large impact on customer experience.

Contact Center 98

Contact Center Call Center Technology Customer Experience 98

GetFeedback

APRIL 11, 2022

Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future.

Customer Experience 147

Customer Experience 147

Brad Cleveland Blog

JUNE 30, 2023

This is a unique journey One … Continue reading → The post The World Needs CX Leaders appeared first on Brad Cleveland. There are many reasons, but let me mention four that rise above all others—including one that may seem counterintuitive.

Customer Experience 47

Customer Experience Contact Center Call Center Customer Service 47

ShepHyken

JANUARY 16, 2024

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality.

Customer Service 352

Customer Service Customer centricity Surveys Customer Support 352

JustCall

MARCH 8, 2023

They are defining the future of CX through creative ideas, innovative approaches, and impactful strategies. Here are 11 trailblazing women in CX you should start following in 2023: 1. Annette Franz Founder and CEO, CX Journey Inc. Follow Annette on LinkedIn 2. Follow Diane on LinkedIn 3. Follow Stack on LinkedIn 4.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

3CLogic

APRIL 17, 2023

Interactive Voice Response (IVR) is an essential tool for CX leaders and service departments. However, all too often, companies only think about cost reduction when implementing and designing their IVR systems, which can have a detrimental impact on CX and, ultimately, ROI. Why is that?

Interactive Voice Response 52

Interactive Voice Response Self service CRM Engineering 52

Tethr

APRIL 2, 2020

Although measuring Effort can yield significant improvements in CX, most companies are still relying on post-call surveys as their primary Effort measurement tool, rather than taking advantage of advanced analytics approaches for stronger and more actionable results. .

Customer effort 73

Customer effort Analytics Surveys Customer Experience 73

Nuance

JANUARY 3, 2023

For example, in my conversations with customer engagement leaders, I’ve been struck by how focused they are “doing more with less” given the current economic climate. “Do The post Customer engagement predictions 2023: Strategic priorities for CX leaders appeared first on What’s next.

Enterprise 52

Enterprise Contact Center 52

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Why is this important for CX leaders? Read the full FIGS case study here.

Customer Experience 95

Customer Experience Healthcare B2C Sales 95

Playvox

FEBRUARY 27, 2023

Customer experience leaders are more challenged than ever. Meanwhile, CX leaders never take their eyes off customer KPIs, such as first contact resolution (FCR), retention, and satisfaction. CX leaders have real-time operational visibility and unified coaching and quality management processes.

Management 75

Management Schedule adherence Contact Center Coaching 75

Cyara

DECEMBER 3, 2018

So we decided to asked CX thought leaders this question: “How will AI impact customer experience?”. For customer service and sales, AI is being implemented in chatbots, robotic process automation, virtual agents, and many more technologies. But the jury is not out on AI when it comes to customer experience.

Virtual Agent 76

Virtual Agent Chatbots Contact Center Sales 76

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. While all three of these customer service and CX metrics can formally be measured, most likely, you’re not the one doing the measuring.

Metrics 375

Metrics Customer Service Consulting Consulting 375

360Connext

OCTOBER 26, 2017

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. Now leaders worldwide are resolving to improve CX. But here’s the thing: Few actually understand what the best CX leaders do with this knowledge. The best CX leaders collect consistent feedback.

Education 118

Education Customer centricity Metrics Customer Experience 118

Knowmax

MAY 15, 2023

The post 7 Call Center Stress Causes & Management Tips For CX Leaders appeared first on Knowmax.

Call Center 52

Call Center Management Customer Experience 52

LiveVox

MARCH 14, 2022

The post Top Opportunities for CX & Contact Center Leaders in 2022? Contact centers, despite a reputation for being change-resistant, have demonstrated a remarkable resilience and flexibility navigating through rapidly shifting consumer behaviors, skyrocketing call volumes, and severe labor shortages.

Contact Center 84

Contact Center Customer Experience 84

GetFeedback

DECEMBER 2, 2020

Here's what we learned from our CX leader roundtable. Relational NPS is a great check in with customers. It’s also a valuable tool you can leverage to boost retention in 2021.

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99

Customer Experience Matters

DECEMBER 10, 2018

If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). employees to pick a word that best describes how their job makes them feel and split those responses based on how they judged the overall CX that their company delivers.

Benchmark 88

Benchmark Customer Experience Employee engagement 88

Uniphore

DECEMBER 7, 2021

with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. But CX leaders can do more for customers beyond the transaction.

Interactive Voice Response 52

Interactive Voice Response Scripts Sales Wait times 52

Netomi

MARCH 14, 2022

In honor of International Women’s Day, we at Netomi are celebrating CX ‘Sheroes’ who are leading from the front in the world of customer support and CX. From our Women of Influence list to our CX Sheroes webinar, we are shining a spotlight on inspiring female leaders who are doing their part to #BreakTheBias.

Customer Service 59

Customer Service Education Analytics Coaching 59

Netomi

OCTOBER 19, 2022

Looking ahead to 2023, how can you enhance your CX strategy? As you consider roles dedicated to the CX cause, Customer Experience Managers can be a valuable asset to your team. How can a Customer Experience Manager shape your CX strategy? Train and motivate others, on the path to CX excellence.

Customer Experience 52

Customer Experience Construction Sales Technology 52

Tethr

JANUARY 21, 2020

Tethr enables CX leaders to accelerate customer listening and helps them understand what is driving the outcomes they care about the most. The post Enabling CX leaders to listen to their customers appeared first on Tethr. Are you hesitant on whether or not eliminating post-call surveys really works? Ready to learn more?

Surveys 69

Surveys Customer Experience 69

ShepHyken

APRIL 22, 2024

4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth.

Customer Service 196

Customer Service B2B B2C Advertising 196