cx-services design 
ShepHyken
FEBRUARY 20, 2024
Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.
CX Accelerator
NOVEMBER 11, 2022
In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. The 8 skills required by any CX team are: Strategy. But the strategy function within a CX team is also very much about the strategy’s implementation. Customer Journey Mapping.
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ShepHyken
MARCH 6, 2023
Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company. How can customer feedback be used to improve service?
ShepHyken
MARCH 31, 2024
Each week, I read many customer service and customer experience articles from various resources. If I need an upgrade on a software program, there’s a company that will design it for me. If we don’t have a product or service that meets a customer’s needs, we will go out of business. Here are my top five picks from last week.
Speaker: Tom Lewis, CEO of SmartAction
However, a common concern exists among both contact centers and customers: does this switch to self-service degrade the quality of service? Join Tom Lewis, CEO of SmartAction, and learn 5 best practices that leading organizations are using to transform to AI self-service without compromising an ounce of Customer Experience (CX).
ShepHyken
APRIL 1, 2024
Each week, I read many customer service and customer experience articles from various resources. If I need an upgrade on a software program, there’s a company that will design it for me. If we don’t have a product or service that meets a customer’s needs, we will go out of business. Here are my top five picks from last week.
CCNG
MAY 8, 2024
Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. This in-depth analysis provides insights into customer satisfaction, service quality, areas for improvement, and compliance issues.
Speaker: Brian Morin & Helena Chen from SmartAction
As automated self-service options continue to grow, how can you make sure that you and your organization are staying on track? You’ll hear real-world examples from leading companies and discover how you can deliver CX success with AI-powered virtual agents in your organization.
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.
Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA
One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. They will dive into how AAA handled this transition and the effect its had on their CX. The most important principles for human-centric design.
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