Nicereply

JUNE 29, 2021

How do you know if you or your customer service team have mastered critical thinking skills? Looks like a must-have for customer service representatives, don’t you agree? It also includes learning from past experiences to avoid mistakes and choose alternative options in the future. What is Critical Thinking?

Customer Service 119

Customer Service Personalization Customer effort Metrics 119

PeopleMetrics

JULY 31, 2015

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you keep tabs on your experience. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers. It helps you gain perspective.

Feedback 118

Feedback Customer Experience Customer centricity Employee engagement 118

The Petrova Experience

DECEMBER 15, 2020

As we get ready for 2021, we have been diving in to the top customer experience trends we see on the horizon. So far, we have looked at why customer experience is more important even though customer experience programs demonstrate how CX is still a mystery. Government Customer Experience in Action.

Government 52

Government Customer Experience Healthcare Consulting 52

Transparent BPO

DECEMBER 3, 2019

This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. As we reach the cusp of the new year, what customer experience trends should enterprise brands and their outsourcing partners be watching?

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Horizon CX

JANUARY 31, 2020

According to an article by Workfront called “ The 5 Building Blocks of an Effective Brand Promise ”, a brand promise is defined as a value or experience a company’s customers can expect to receive every single time they interact with that company. And a brand promise will help solidify the relationship with customers.

Advertising 59

Advertising Personalization Customer Experience Marketing 59

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. “A Business Sense.

Management 69

Management Customer centricity Customer Experience Metrics 69

Answer Dash

OCTOBER 15, 2018

In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Avaya

AUGUST 1, 2017

When it comes to the customer experience (CX), things are still a bit complicated. It starts to make sense, then, why 87% of customers think brands need to put more effort into providing consistent experiences. In healthcare, for example, this might mean a custom scheduling app for hospital staff.

CRM 58

CRM Multichannel APIs Healthcare 58

bold360 Blog

JUNE 10, 2020

The times, as Bob Dylan sang, they are a-changin’ We’ve always thought of online sales as the next frontier for a lot of consumers, but the recent pandemic has caused customers to hit the metaphorical fast-forward button. My grandma isn’t in the classic cohort of digital natives. But in the middle of COVID-19? Akhil Talwar.

Self service 52

Self service Wait times Customer Experience Personalization 52

Horizon CX

MAY 1, 2020

State by state we seem to have risen to the challenge and are doing all the right things locally to keep us as safe as possible and help flatten the curve on this unfortunate situation. This has been a great demonstration and example of change management in action according to the ADKAR model of change, created by Prosci founder Jeff Hiatt.

Government 52

Government Technology Personalization Customer Experience 52

ProProfs Blog

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. Theodore Roosevelt.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

NobelBiz

FEBRUARY 15, 2023

In today’s expeditious times, customers expect quick and efficient solutions to their problems. Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps.

Self service 52

Self service Contact Center Customer Experience Interactive Voice Response 52

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. Watch on YouTube. ? ? ?. TRANSCRIPT: [GRAPHIC: "Coming Up."]. It's been my greatest privilege. Sean McDade: Alright, I'll kick it off.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

Vistio

OCTOBER 27, 2021

She has over 25-years of experience in leadership across multiple industries including hospitality, utility, financial services, telecommunications and healthcare. Her prior roles include being CEO of World Connection, General Manager-Customer Operations & Strategy for APS, Arizona’s largest utility company, and Sr.

Call Center 52

Call Center Contact Center Best practices Education 52

Russel Lolacher

JANUARY 10, 2023

In this episode of Relationships at Work, Russel chats with organizational psychologist and SparkPath founder JP Michel on the importance of approaching career planning with a challenge mindset rather than solely on job titles and a “what do you want to be when you grow up” stance. JP on Twitter. JP’s talk at TEDxKanata.

Personalization 52

Personalization Engineering Employee engagement Marketing 52

CrazyCall

APRIL 9, 2019

But there’s one thing all of them have in common. Customer growth, sales and innovation evangelist at Salesforce. Tiffani Bova is not only the global customer growth and innovation evangelist at Salesforce, she is a legend in tech sales. Really unique experience! Your greatest advocate is your past customer.

Sales 133

Sales Consulting Consulting Coaching 133

Horizon CX

AUGUST 13, 2018

In the world of customer experience, a smile can certainly be detected even when the customer isn’t present—especially over the phone—and lack thereof can lead to poor customer experiences that can often compound themselves and lose business in the process.

Customer Experience 40

Customer Experience Surveys Management 40

Horizon CX

MAY 14, 2018

I suppose that’s natural when, as passionate CX practitioners, we want to impact the business world in a way that is congruent with our beliefs, knowledge, skills, and experience. There could be a downside to looking at business results either exclusively or overly so through a CX lens. Here’s a summary of the article in brief.

Management 40

Management Marketing Customer Experience Surveys 40

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Coaching Accountability Personalization 52

Russel Lolacher

APRIL 10, 2023

A few reasons why she is awesome — she is the founder and managing partner of DeepDive Consulting – a consulting agency to help organizations bring together leadership, employee experience, data analytics together to discover, value, retain and elevate talent. It is not a thing. The importance of intent when gathering data.

Analytics 52

Analytics Surveys Consulting Consulting 52

Mindtouch

MAY 19, 2016

Dan Steinman knows a thing or two about Customer Success, not only is he the Chief Customer Officer at Gainsight , but he is author to one of the leading books on the topic, “ How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.”. Dan Steinman, Chief Customer Officer at Gainsight. Things like that.

Chief Customer Officer 71

Chief Customer Officer Sales SaaS Technology 71

AWS Machine Learning

SEPTEMBER 9, 2022

Its electronic health records, revenue cycle management, and patient engagement tools allow anytime, anywhere access, driving better financial outcomes for its customers and enabling its provider customers to deliver better quality care. This is a guest blog post cowritten with athenahealth.

Engineering 75

Engineering Healthcare APIs Scripts 75

Horizon CX

JANUARY 6, 2020

I consider myself a very moderate person in my approach to life and business and especially within my current role as a customer experience consultant. And here I am, as you may well be, in a moderate reflection of the past year and moderately optimistic about the year ahead. I’m using the word “moderate” quite intentionally.

Airlines 40

Airlines Surveys Education Management 40

AWS Machine Learning

MAY 4, 2023

Amazon Forecast is an ML-based time series forecasting service that includes algorithms that are based on over 20 years of forecasting experience used by Amazon.com , bringing the same technology used at Amazon to developers as a fully managed service, removing the need to manage resources. For more details, refer to Importing Datasets.

Metrics 95

Metrics APIs Management Government 95

Comm100

MAY 1, 2018

And managing these teams can be a very rewarding experience. The importance of intergenerational understanding isn’t limited to tailoring the workplace experience to different age groups. Introduction. In the news and on social media, it seems like there’s a war raging between the generations. Generations: Why Do They Matter?

Management 41

Management Education Surveys Government 41

AWS Machine Learning

SEPTEMBER 28, 2023

This post is meant to address supply chain stakeholders, who share a common need of determining how many finished goods are needed over a mixed variety of planning time horizons. The main reason for the bias towards oversupply is to avoid the intangible cost of losing goodwill with customers whenever products are unavailable.

Metrics 92

Metrics Sales Accountability Engineering 92

Fenero

FEBRUARY 22, 2019

We knew something was on the horizon from the folks over at Amazon and AWS that involved our industry. Silent whispers rumored Amazon’s Alexa technology being optimized for use in the contact center industry, bringing the power of AI to help transform the way customers interact with their service providers. Let’s make it a fun ride.

Contact center software 9

Contact center software Contact Center contact center solutions Interactive Voice Response 9

Spearline

JULY 13, 2021

At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Ultimate.ai’s ‘Navigating Customer Service 2021: The Year of Transformation’ free guide explores how COVID impacted the customer service industry.

Contact Center 98

Contact Center Telecommunications Analytics Surveys 98