Customer Service Life
JUNE 26, 2017
This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. They reminded us of the importance of focusing more on coaching and empowering our agents and less on checking boxes on a form. Click here to read the original.
Comm100
DECEMBER 1, 2017
Customer Journey Mapping Is Gaining Importance. One third of companies, or 33%, have prioritized improving customer journey mapping in 2018. Customer journey mapping is another call center priority that ultimately serves the number one goal of creating a frictionless experience.
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CX Journey
OCTOBER 18, 2017
It was published on t heir blog on April 24, 2017. Customer Understanding : Employees need to be well-informed and well-versed on who your customers are and how they impact each customer and his experience: provide persona definitions, journey maps, and customer feedback. Not sure where to begin?
Netomi
JANUARY 5, 2022
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
CX Accelerator
APRIL 30, 2018
Experienced in NPS, customer journey mapping, instructional design, coaching, facilitation and more, Lauren takes a consultative, well-rounded approach to identify training opportunities, and uses relevant information to make specific recommendations on training solutions.
Customer Guru
DECEMBER 13, 2017
According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Coaching mid-management on customer experience.
CX Journey
JANUARY 3, 2018
Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017. Encourage collaboration and cross-functional teamwork – through journey mapping, action planning, design thinking, etc. – There are more than nine, without a doubt!) It's a leadership issue. Try these.
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