ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. With customer-alignment at the origin of designs, launches are much more successful. Otherwise, you’ll waste a lot of opportunities and energy — and risk your job.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Eptica

JUNE 5, 2019

Author: Steve Nattress - International Solutions Director Brands understand that today’s consumers demand more from the customer experience and customer service than in the past. By the same token, they are more discerning and ask more detailed questions covering a wider range of issues than ever before.

Best practices 66

Best practices Feedback Chatbots Self service 66

C Space

OCTOBER 2, 2020

The growth represents a long-term shift in how people shop, particularly for groceries and other essential items, which Rob Garf, VP of industry strategy and insights at Salesforce, believes is here to stay. Modibodi is one of many brands that’s trying to destigmatize periods and portray them more accurately.

Sales 40

Sales Telecommunications Morale Technology 40

CX Journey

NOVEMBER 28, 2014

Generate excitement and energy surrounding your customer experience initiative to help repel and counter negativity because it can just be too much trouble for all but the most obstinate contrarian to swim upstream. It takes strength to stay calm, but don’t squander energy on negativity. customer experience voc voice of customer'

Morale 63

Morale Journey mapping Construction Surveys 63

Customer Centric Support

MAY 1, 2017

Carnival has a bit of a reputation in the industry as being the “party boat,” however from my experience they are simply very good at accommodating all types of passengers (spring-breakers included). Mine came as we were waiting for dinner and I noticed someone had left their purse in a public area.

Customer Service 58

Customer Service Gamification Transportation Contact Center 58

Beyond Philosophy

OCTOBER 27, 2022

This theory is a favorite of mine because it explains a lot of customer behavior. It might be some experience they had in a completely different industry. In this case, the candidate’s likability matters more than all that, and it’s because it’s easier to judge. Let’s Start With Reference Points.

Customer centricity 39

Customer centricity Metrics Customer emotions Consulting 39

ChurnZero

OCTOBER 1, 2022

Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy. They tend to have a more streamlined user experience that is clearly defined during the marketing and customer journey. I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

Vistio

JULY 11, 2022

Although the real focus back then was more on labor arbitrage, and I bring that up because of its relevance to some of the stuff I would do later. I think it’s a complicated industry. Keeps my energy up, but yeah, I watch all aspects of the contact ecosystem and whatever happens to pop up that seems particularly or interesting.

Technology 52

Technology Self service Contact Center Analytics 52

NobelBiz

AUGUST 3, 2021

Agents are tired and even more stressed, less productive, often sick, and absent. These kinds of debriefings are less monotonous and much more efficient. Failure to do so would be short-sighted, costing you more in recruiting, training, and onboarding. This has a direct and indirect cost for your organization.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Maru Group

MAY 14, 2020

As nearly every major global sporting event has been canceled or suspended because of the coronavirus, sports fans are having to adapt and find new ways to channel their energy. We interviewed sports fans and industry experts about how they are currently feeling, behaving, and thinking in regard to the new-normal of sports.

Entertainment 52

Entertainment Coaching Technology Advertising 52

Vistio

DECEMBER 15, 2021

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. Can you share a little bit more about your day-to-day role and responsibilities, and what you are doing currently? And then we realized, no, we actually need tellers and we need more tellers.

Contact Center 52

Contact Center Banking contact center associations Technology 52

ijgolding

OCTOBER 6, 2014

Whether it makes you laugh, cry or feel pity for me, I genuinely hope that my diary provides a useful insight into my work in helping organisations to become more customer centric. A challenge for any CX Professional is assessing the ‘readiness’ of a business to ‘transform’ – to become more customer centric.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

Russel Lolacher

OCTOBER 3, 2022

Connect and learn more about Maureen on her platforms: Twitter. He is the greatest person in this industry. I also was talking to a friend of mine recently, who has always loved his job always loved the people he works with, but he now has a newborn. Promotion Career Solutions. PLAY AND SUBSCRIBE. Or, listen on: Apple Podcasts.

Personalization 98

Personalization Employee engagement Marketing Management 98

Russel Lolacher

MAY 1, 2022

He treated us super well, if we had, you know, been really, as we call them, the industry slammed, you know, he always bought pizza and to kind of say thank you to us at 3am, you know, after we hustled all the drugs out the door kind of thing. And I love hearing that as as a service industry, baby myself, years and years of that.

Employee engagement 52

Employee engagement Personalization Management Scripts 52

CX Journey

NOVEMBER 6, 2014

More to the point, none of us knows our way around the roads of this beast known as Ciudad de México. Sure, there are wet and dry seasons to worry about, but some mountains pose seasonal challenges more extreme than this one, and as it stands, we''re visiting during a mostly warm, dry period – prime climbing season for these volcanoes.

Consulting 68

Consulting Consulting Chief Customer Officer Journey mapping 68

RapportBoost

NOVEMBER 5, 2018

Tony has dedicated his career in technology to leading sales teams and understands the need for automation tools that help sales reps increase efficiency and close more business and increase their margins. Tony is currently the CEO of RapportBoost AI and RapportBoost.AI Throughout, we are going to sprinkle in some tips.

Contact Center 40

Contact Center Scripts Sales Metrics 40

ClearAction

NOVEMBER 16, 2023

Despite this significant investment of energy and resources, VoC today might be rated between 3-6 on a 10-point scale for each of the 3 maturity criteria listed above. We created more than 50 separate VoC reports to give each line of business their own cut of the data. issue prevention).

B2B 62

B2B Feedback B2C Enterprise 62

Russel Lolacher

JANUARY 30, 2023

Kevin Oakes You know, honestly, I think that’s more important than ever, we’ve seen so many changes happen in the external environment that organizations have to deal with, on a regular basis. If something remarkable has happened in your industry, you’re able to continue to innovate and execute.

Surveys 105

Surveys Employee engagement Management Education 105

Russel Lolacher

FEBRUARY 13, 2023

And I was really surprised that not only were they empowering women in this sort of a more male dominated niche within the IT world, but also they were creating a whole series of webinars, events, conferences, workshops, and sessions on personal branding for their employees. I feel like I’m worth more. So, how much more?

Personalization 98

Personalization Coaching Education Marketing 98

ClearAction

NOVEMBER 4, 2020

This decade ushered in changes that are here to stay, along with even more rapid change. When your customers are getting what was promised, you’re much more productive — it’s like ‘measure twice to cut only once’. By preventing the need for remedial efforts you gain more time to be creative. Persistent Forces for 2021.

Customer Experience 77

Customer Experience Wireless Metrics Enterprise 77

Vistio

JANUARY 13, 2022

After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. Can you share a little bit more about your day-to-day role and responsibilities as the Senior Director of CX at Arise? I don’t know Hailey.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. Can you share a little bit more about your day-to-day role and responsibilities as the Senior Director of CX at Arise? I don’t know Hailey.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

ijgolding

OCTOBER 7, 2015

I could go on – the energy industry; the telecoms industry; it is difficult to think of a sector that has not done exactly the reverse of the dictionary definition of authenticity. A mantra of mine at the moment is that organisations seem to have lost sight of the reason why they exist. Therein lies the problem.

Customer Experience 123

Customer Experience Banking Personalization Management 123

Russel Lolacher

OCTOBER 16, 2022

And they knew full well that this person was not going to be seeing some of the other more, let’s say fringe films that will be showing they really wanted to go to this gala. But imagine if it’s even more of a dire or problematic situation, that all of a sudden the confidence in that person has also grown.

Time management 98

Time management Management Personalization Government 98

ijgolding

APRIL 9, 2020

However, anyone who has heard me speak, or preach (which may be a more pertinent way to describe it), will know that embedding the customer journey into the way organisations think and act is just NOT happening. It is like CRM data mining applied to customer experience. This solution is a lot more than just about saving costs.

Journey mapping 124

Journey mapping CRM Consulting Consulting 124

Callminer

SEPTEMBER 5, 2017

The problems that plague the minds of QA and monitoring teams are many, but some are more prominent than others – and have a bigger impact on the company’s bottom line. KomBea Corporation, located in Salt Lake City, Utah, has been helping call centers become more compliant, secure, and efficient for over 12 years. CustomerServLTD.

Call Center 140

Call Center call center software outsourcing Coaching 140

C3Centricity

JULY 20, 2020

Although I love quotes, especially about how to succeed, I love success even more. Now whereas I do advise people today on how to find more happiness in their lives (See my new website on intuitive coaching at Finding-Your-Happy.com ), I want to address here the many current and possibly future failures in business.

Marketing 77

Marketing Coaching Sales Customer centricity 77

AWS Machine Learning

JUNE 15, 2022

ML@Edge is about controlling the lifecycle of one or more ML models deployed to a fleet of edge devices. For more information about IoT, refer to Internet of things. If you already have an IoT application, you can add ML@Edge capabilities to make the product more efficient, as shown in the following figure.

Transportation 76

Transportation APIs Big data Wireless 76

ijgolding

NOVEMBER 1, 2016

If you think about any business you transact with on a regular basis – your bank; or energy company; or telecoms provider – whilst much of the time they are able to meet your basic expectations, very often they will not. The telecoms industry is one that is as essential to a human as water and electricity.

Customer Experience 95

Customer Experience Airlines Engineering Accountability 95

LiveChat

APRIL 29, 2016

I’m talking about all the effort required to get just one more customer while there are several existing customers that are about to leave but would require only a small bit of help to stay. So, instead of getting more customers via customer acquisition , you will save some of your future revenue through customer retention.

Customer retention 39

Customer retention Surveys SaaS Marketing 39

Russel Lolacher

MAY 1, 2023

Connect with, and learn more about, Rita on Linkedin. And we immediately we we, as humans, we have a fight or flight, or freeze or fun and mine is automatically freeze. Yes, I’ve worked in service industry, they used to pull that s**t on us all the time. And she specializes in recognizing bullying. how it’s going.

Personalization 98

Personalization Coaching Employee engagement Consulting 98

CrazyCall

MAY 20, 2019

Learn more about the problems your product sells, and less about your product. They will be more than happy to tell you what is on their mind. Most of your leads have an entire company behind them and will be much more willing to work with someone they know and trust. More often than not, you are put straight through!

Sales 123

Sales Coaching Scripts Education 123

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98

Stratifyd

NOVEMBER 20, 2018

Red Maxwell, a brand building expert with more than 25 years of marketing experience, has joined Stratifyd’s Advisory Board. Red has been a trusted counselor of mine for years,” Stratifyd CEO, Derek Wang said. To learn more, visit www.stratifyd.com. For more information, contact us at 800.560.9305 or info@AvidXchange.com.

Real estate 40

Real estate Construction Analytics Customer retention 40

C Space

APRIL 4, 2019

A respected leader within the market research industry, and an oracle within the company, she has changed how companies understand customers, respond to emerging trends, and apply new technologies to create growth. And people are more culpable than bots in spreading it. Julie Wittes Schlack. SVP of Product Innovation at C Space.

Advertising 58

Advertising Marketing Metrics Customer Experience 58