Fonolo

OCTOBER 20, 2020

The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. We sought out industry experts and leaders far and wide and asked them how Contact Centers — and the CX industry as a whole — fared in the first few months facing COVID-19. Good times. Here’s what we found. Peter Ryan, Snr.

Contact Center 126

Contact Center Coaching Education Analytics 126

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. You read blog posts and research articles if you want to learn more about a specific topic. I hold nothing back.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

24-7 InTouch

FEBRUARY 7, 2023

The metaverse is a collective platform where physical and virtual worlds are linked together to create new user experiences that are accessible through virtual reality devices, from tablets to head-mounted displays. ” The “metaverse” has become a popular term used among technology leaders and users in the last year.

Entertainment 52

Entertainment Enterprise Technology Customer Care 52

NobelBiz

FEBRUARY 10, 2023

Steve Bederman was invited on the Engati CX Podcast. The reason today, even during the pandemic, it’s really taking off for us is probably the 10 years of effort in the multi channel environment where people began to play with different approaches and different channels. Steve Bederman: Yeah, I do think it will help.

Contact Center 52

Contact Center contact center solutions Self service Telemarketing 52

SharpenCX

JULY 15, 2020

Maybe you’re in the same boat and have tried Warby Parker’s Home Try-On program , too. They meet you where you are with their Home Try-On program. Let me tell ya, finding the right pair of glasses is a struggle. Through my middle school years, I went from blue wire frames to green plastic to thick tortoiseshell.

Customer Experience 108

Customer Experience Contact Center Employee engagement Contact center software 108

Fonolo

MARCH 4, 2020

I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference. His career kicked off with a campus hiring event out west, where he landed a job at RBC. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Maru Group

JUNE 2, 2022

New homeowner, Olga, found the perfect sofa bed on the website of a furniture and home décor company. Issues in this multi-channel customer experience (CX) can and do arise as the service relays with third parties occur. With third-party providers, brands cannot control the CX which erodes their equity.

outsourcing 83

outsourcing Marketing Personalization Feedback 83

Real Blue Sky

NOVEMBER 16, 2022

Twelve Ways AI Can Make Your Customers’ Holiday Journey Merrier You probably know the lyrics to the Twelve Days of Christmas by heart! Firms like Home Depot, JP Morgan Chase, Starbucks, and Nike have publicly announced that personalized omnichannel experiences are at the core of their business strategy. Speed up response time.

Customer Experience 52

Customer Experience Chatbots CRM Analytics 52

Real Blue Sky

NOVEMBER 16, 2022

Twelve Ways AI Can Make Your Customers’ Holiday Journey Merrier You probably know the lyrics to the Twelve Days of Christmas by heart! Firms like Home Depot, JP Morgan Chase, Starbucks, and Nike have publicly announced that personalized omnichannel experiences are at the core of their business strategy. Speed up response time.

Customer Experience 52

Customer Experience Chatbots CRM Analytics 52

Real Blue Sky

NOVEMBER 16, 2022

Twelve Ways AI Can Make Your Customers’ Holiday Journey Merrier You probably know the lyrics to the Twelve Days of Christmas by heart! Firms like Home Depot, JP Morgan Chase, Starbucks, and Nike have publicly announced that personalized omnichannel experiences are at the core of their business strategy. Speed up response time.

Customer Experience 52

Customer Experience Chatbots CRM Analytics 52

ChurnZero

DECEMBER 21, 2022

There’s a sign they have at French railroad crossings where it says ‘un train peut en cacher un ature.’ You can find companies where if you just look at the net expansion rate, you go, wow, it’s 125%. You can find companies where if you just look at the net expansion rate, you go, wow, it’s 125%.

SaaS 98

SaaS Benchmark Metrics Consulting 98

Beyond Philosophy

DECEMBER 5, 2017

These employees start their work day, they perform their job at acceptable levels, and they go home. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Method:CRM

SEPTEMBER 1, 2022

Customer experience (CX) is how customers feel about their experience purchasing your products or services. Indirect customer experience: Indirect CX covers customers’ passive encounters with your company. Read on for a complete guide on the top ways to improve customer experience. What is customer experience? Process type.

Customer Experience 52

Customer Experience Journey mapping CRM Feedback 52

PeopleMetrics

MAY 30, 2015

We use data to figure out where customers are flowing, where they’re snagging, and where we can focus our energy for the best returns. This means taking steps to improve our understanding, like thoughtful observation, collecting frontline employee feedback , and viewing the world with open minds and hearts.

Best practices 120

Best practices Customer Experience Journey mapping Feedback 120

Fonolo

FEBRUARY 20, 2020

I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference. His career kicked off with a campus hiring event out west, where he landed a job at RBC. This is their story.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Peter Lavers

NOVEMBER 16, 2017

eCommerce kicked this off on a massive scale, although the catalog and home shopping industry would say it’s been going for a lot longer than the internet (see Kelly Phillips Erb’s article in Forbes ). These terms have effectively amalgamated since we started to become “multi channel”. And things are still changing fast!

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

SharpenCX

APRIL 22, 2020

They’ve continuously innovated to reshape their CX and remove effort for their customers, providing leading examples of how to build a good customer experience. And the work they’ve put into their experience has brought home high returns. Delivering omnichannel experiences to meet customers where they are. CVS knows this.

Customer Experience 76

Customer Experience Scripts Contact Center Contact center software 76

Vistio

DECEMBER 15, 2021

His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for Clark Pest Control. Can you give our readers and listeners some insight into your background, where you started, and how you got to where you are today? I went home with my tail between my legs. Yeah, sure.

Contact Center 52

Contact Center Banking contact center associations Technology 52

Uniphore

JANUARY 25, 2022

All of this answers the question of where we go from this critical juncture. As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. Video will be Preferred CX Platform. Here are some of my predictions for 2022….

Healthcare 52

Healthcare Banking Enterprise Automotive 52

JustCall

AUGUST 7, 2023

At the heart of conversational AI lies the fact that you use artificial intelligence technology to enable machines to communicate with humans. The concept of using conversational AI for customer service is not an alien one. Let’s get to it. What Is Conversational AI for Customer Service?

Sales 52

Sales Chatbots Self service Accountability 52

Comm100

MAY 14, 2021

Once considered an ephemeral buzzword that would fade away, these same organizations now boast of their CX-first culture that puts customer experience at the forefront of everything they do. The reason for such a rapid and overwhelming change of heart is simple and unsurprising. Customer service agents are the voice of a brand.

Customer Experience 59

Customer Experience Chatbots Contact Center CRM 59

CX Journey

MAY 5, 2015

Where should I focus first?" And then shared a video to hit home their purpose, which echoed this goal. Erin went from a CX management role to a CX measurement role, charged with transforming a 15-year-old customer satisfaction program to a CX measurement and management program.

Journey mapping 68

Journey mapping Customer Experience Government Engineering 68

JustCall

NOVEMBER 27, 2022

Ways To Improve eCommerce Customer Experience. The shift to online retail and purchasing has been one of the largest changes in the consumer market over the past ten years. Consumers are getting used to purchasing almost everything online, including clothes, housewares, and just about everything else that can be bought or sold.

Customer Experience 52

Customer Experience Customer retention Surveys Personalization 52

SharpenCX

OCTOBER 3, 2019

Some 78% of financial executives think their work is going to change over the next five years because of new digital business trends. Members expect to interact with a credit union the same way they order groceries or toilet paper. But, as we move into 2020, there’s some worry about the certainty of the economy toward the back half of the year.

Banking 64

Banking Contact center software Big data Technology 64

Comm100

JUNE 19, 2018

The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX. Ernesto also spoke of Disney’s brand promise: “We deliver entertainment with heart.”

Entertainment 40

Entertainment Contact Center Best practices Call Center 40

Branch Mesenger

SEPTEMBER 4, 2018

For those counting at home, that's 13 digits, 12 zeroes. According to CNN, contrast Amazon with the brick and mortar sector, where 90% of American retail spending still takes place. Read more about how Amazon's valuation got to where it is today in CNN Money. ?? Amazon = $1,000,000,000,000. ?? 7 Forces Changing Way We Work. ??

Journey mapping 48

Journey mapping Sales Employee engagement Education 48

Vistio

FEBRUARY 1, 2022

Jenny has been recognized as a leader in the CX industry, including The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award. Jenny has been recognized as a leader in the CX industry, including The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Fonolo

MARCH 17, 2020

'In a rapidly changing and highly competitive environment, poor customer service is the kiss of death' says Don Romano of @HyundaiCanada #custserv #customercare #cx Click To Tweet. . 'In “Hyundai, like Sunday.”. I asked for it. And neither will you. million views on YouTube. Now that’s some good traffic!

Automotive 67

Automotive Abandon rate Feedback Technology 67

SharpenCX

OCTOBER 3, 2019

Some 78% of financial executives think their work is going to change over the next five years because of new digital business trends. Members expect to interact with a credit union the same way they order groceries or toilet paper. But, as we move into 2020, there’s some worry about the certainty of the economy toward the back half of the year.

Banking 52

Banking Contact center software Big data Technology 52

COPC

MAY 3, 2018

This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. Where is the common ground? After I placed my order, my heart sank when I read the words telling me my estimated delivery date would be on Monday. employees about their own positive customer experience. What happened?!

Personalization 43

Personalization Enterprise Customer Care Accountability 43

Kayako

MARCH 14, 2017

My @WarbyParker home try on package is arriving tomorrow and I am so excited I can’t focus on my essay. Hot on the heels of established, publicly-traded companies, vCom brands are winning hearts and minds across the world with their personal approach. Warby Parker had better hope not. Brandon (@TheBrandonPFrye) February 22, 2017.

Customer Experience 39

Customer Experience Advertising Feedback Sales 39

ShepHyken

MAY 14, 2021

The 5 Cardinal Rules for a Stellar CX. So, it makes logical (and business) sense to understand how your brand can rise above the competition and deliver an extraordinary, despite being in the thick of a global pandemic. Let’s jump right in. Drive customers towards self-help. This self-service-led trend is here to stay.

Journey mapping 222

Journey mapping Customer Experience Self service Personalization 222

Beyond Philosophy

NOVEMBER 3, 2022

However, this task is the heart of a marketing person’s job. Fear is a powerful motivator for what we do. It is also a powerful tool for marketing. So, with Halloween coming up, we decided we would dive deeper into why this is and why it works to get people to do things. Some of the reasons might, well, scare you.

Marketing 195

Marketing Engineering Consulting Consulting 195

Netomi

JANUARY 5, 2022

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. Customer service leaders come in all shapes and sizes.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

SEPTEMBER 8, 2021

Customer Understanding: Three ways to put ‘customer’ in Customer experience” (and at the heart of your business). This book should be a must on your book shelf as it brings home the pertinence of Customer Experience (CX) and gives business a roadmap for getting it right. As is said, a book is a man’s best friend. By Dan Gingiss.

Customer Experience 11

Customer Experience SaaS Journey mapping Customer Care 11

TechSee

NOVEMBER 19, 2019

From its introduction in the 1970s, it has become increasingly common thanks to increased CPU power and advances in speech applications that have made the technology cheaper to deploy. Today, it is evolving into the Conversational IVR model that offers much more than a simple customer routing system. Press 2 to speak to a representative.

Interactive Voice Response 19

Interactive Voice Response Self service Abandon Call Virtual Agent 19

RapportBoost

DECEMBER 10, 2018

And so in the next slide, Nate Brown is the co-founder of CX Accelerator. From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. No worries! Here’s the archived version. Thanks again Talkdesk.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40