CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. After all they have approved a resource and some budget to it.

Consulting 208

Consulting Consulting Finance Customer Experience 208

Beyond Philosophy

MAY 12, 2022

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. I came to this realization in a discussion I had recently with a voice of customer expert. It Starts with Customer Science.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Enterprise Best practices Metrics 89

Lumoa

APRIL 6, 2023

Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service.

Customer Experience 83

Customer Experience Customer centricity Analytics Consulting 83

Beyond Philosophy

JANUARY 5, 2023

However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. It turns out that a customer strategy that puts the customer at the center of everything you do requires letting your employees get comfortable outside the hutch.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

CCNG

MARCH 8, 2023

As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

Morale 195

Morale Contact Center CCNG Agent burnout 195

Beyond Philosophy

DECEMBER 29, 2022

Lesson #2: It doesn’t work to follow a theory without a practical plan for using it. But on the other hand, you can also go off and do something willy-nilly, but if it is in the context of nothing, it lacks strategy. As 2022 draws to a close, I like to reflect on the year and what I have learned.

Consulting 195

Consulting Consulting Customer Experience 195

Beyond Philosophy

APRIL 2, 2021

Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note. Faure-Field is an expert in sound and smell as part of the Customer Experience.

Consulting 293

Consulting Consulting Customer Experience Call Center 293

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 472

Management Entertainment Consulting Consulting 472

ProProfs Blog

DECEMBER 4, 2020

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. Netflix and chill?

Marketing 147

Marketing Customer Service Upselling Customer Support 147

SharpenCX

AUGUST 19, 2021

The company’s built a best-in-class customer experience that’s ignited growth like rocket fuel. We’re crushing on Shopify and their dedication to building better tools and the best customer experience for entrepreneurs. They create a positive work atmosphere. It’s clear Shopify employees love their work.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Momentum Telecom

FEBRUARY 28, 2023

While the past few years may feel like a fever dream, IT leaders haven’t forgotten how challenging it was to set up systems to support employees working from home. Hastily-made decisions resulted in ill-fitting solutions, but many businesses managed to make it work. It’s been three years since the start of the COVID-19 pandemic.

CRM 98

CRM Technology Contact Center Surveys 98

3CLogic

FEBRUARY 28, 2024

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. Strategies not centering around AI and automation are quickly neglected by executive leaders. In other words, two-thirds of an agent's time is spent on call notes and summarizations, instead of helping the next customer.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Beyond Philosophy

OCTOBER 14, 2021

Yuval Noah Harari’s Sapiens: A Brief History of Humankind is an example. Sapiens covers the critical points in history for homo sapiens. I admire how Harari was balanced in his assessments of these moments, looking at them from different perspectives. Not listening to other people is a human trait with psychological origins.

Advertising 195

Advertising Consulting Consulting Coaching 195

Beyond Philosophy

APRIL 30, 2020

We are, as they say, in this together. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad. There’s a book called The Rational Animal by Douglas T.

Consulting 404

Consulting Consulting Healthcare Advertising 404

Beyond Philosophy

SEPTEMBER 19, 2014

How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? So in the spirit of sharing skills, here are four things you can do to get Customers to do what you want: Tell them stories. Stories work internally on your executive team as well. Work with the habits they already have.

Airlines 296

Airlines Consulting Consulting Metrics 296

Call Design

DECEMBER 5, 2023

Their frontline experience in operations provides them with insights into how different departments can work together more efficiently. Enhancing Employee Well-being: WFM professionals have a direct impact on the lives of agents. So, why should WFM be included in the strategic planning process?

Management 78

Management Analytics Employee engagement Customer Experience 78

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. This experience is an excellent example of the topic I want to cover today: the disproportionate effect that small things can have on a Customer Experience. People love it.

Government 195

Government Surveys Education Customer retention 195

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. Jax’s meltdowns have resulted in a number of painful public experiences and her family has become isolated. Inclusive Design Redesigning the customer experience will require implementing inclusive design strategies.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

aircall

AUGUST 29, 2022

After all, productivity and profitability are tied together. Or the impact of the resolutions provided to customers? But what if one agent resolved three tickets in one hour while another only resolved one ticket but it had a higher impact on revenue? Recently, there’s been a lot of buzz about how to measure productivity.

Call Center 118

Call Center virtual call center call center software Self service 118

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. So far we’ve uncovered fantastic advice from two companies dedicated to delivering outstanding customer service. Our initial blogging strategy.

Feedback 91

Feedback Metrics Customer centricity Customer Service 91

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 83

Surveys Feedback Banking Best practices 83

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. While many factors are outside of our control, there are plenty of essential aspects of the work experience that we do hold sway over.

Journey mapping 140

Journey mapping Contact Center Sales Customer Service 140

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs.

Best practices 121

Best practices Government Engineering Accountability 121

24-7 InTouch

JANUARY 23, 2024

By pairing these elements together, brands can create an environment that supports their employees, and fosters inclusive practices. Employees must learn that it is okay to show care for one another at work, and emotional intelligence (EQ) can help foster these qualities at all levels.

Metrics 52

Metrics Surveys Technology Personalization 52

Fonolo

FEBRUARY 9, 2023

This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. The longevity of service level is astonishing if you consider the enormous changes that have occurred in customer service technology over the last few decades. What is the Purpose of Service Levels?

Service level 142

Service level Call Center Abandon rate Metrics 142

ProProfs Blog

MARCH 27, 2020

Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? No wonder customers today are more concerned about how their customer support experience might turn out with a brand. best customer experience. ”. best customer experience. ”.

Multichannel 158

Multichannel Customer Support Analytics Entertainment 158

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. This phenomenon can be attributed to several, but often legitimate, reasons: First, companies are wary of causing survey fatigue among their customers.

Feedback 83

Feedback Analytics Surveys Benchmark 83

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Education 52

Education Upselling Consulting Consulting 52

Upstream Works

DECEMBER 6, 2021

There is a lot of innovation that enables businesses and customers to engage more directly than ever before, allowing call centers to modernize their operations. There is a lot of innovation that enables businesses and customers to engage more directly than ever before, allowing call centers to modernize their operations.

Contact Center 78

Contact Center Customer centricity Call Center Sales 78

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Chief Customer Officer 123

Chief Customer Officer Customer centricity Education Best practices 123

aircall

AUGUST 4, 2021

Experts claim that while this will depend on the pandemic and vaccine distribution, companies will likely start making flexible work schedules permanent. Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience. Flexibility. Scheduling.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. When creating a friction-free customer experience across all touchpoints, you first put customers in the center.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59