CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.

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CCNG Technology Employee engagement Government 195

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. But I do have my own experiences.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

FEBRUARY 15, 2023

But fundamentally, isn’t customer experience about building customer relationships one customer at a time? What role can your customer service organization play in helping to support the construction of strong customer relationships? Isn’t this the foundation of a CRM strategy?

Personalization 195

Personalization CCNG Customer Service B2C 195

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

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Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

NOVEMBER 9, 2021

The way humans describe their customer service needs vary widely from business to business, and they vary massively from person to person. In other words, AI needs to be trained to understand the nuances of an individual business’ customer experience and journey. If you’d like to learn more you can watch the video.

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Contact Center CCNG Contact center software Finance 259

CCNG

AUGUST 16, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace.

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Surveys CCNG Airlines Consulting 195

CCNG

SEPTEMBER 22, 2022

Colin Taylor is CEO of The Taylor Reach Group and long time CCNG member and advocate. A CX Contact Center expert, Consultant, Author, Speaker and Investor- 40+ yrs-Bringing Order to Chaos in Customer Service, Customer Experience, and Inside Sales.

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CCNG Contact Center Consulting Consulting 195