Adrian Swinscoe

FEBRUARY 10, 2022

Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and Digitisation […]. The post Leadership and life lessons from the winner of the 2021 CX Leader of the Year – Interview with Sri Safitri of Telkom Indonesia.

CX 190

CX Customer Experience 190

Uniphore

JULY 30, 2021

On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one. We are poised to democratize AI and automation so that citizen developers can collaborate with developers and data scientists to make the world of CX better for everyone, with clicks not code. Overall, only 12.1%

Innovation 246

Innovation CX Contact Center Artificial Intelligence 246

Kerry Bodine

JANUARY 27, 2021

I see that same optimism in the aspiring and veteran customer experience professionals that I have the pleasure of working with every day. We must believe that we’ll make things better for customers, employees, and our organizations — otherwise, why would we attempt CX work at all?

Outlook 127

Outlook CX Customer Experience 127

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming year. Jeremy Watkin. “If

Contact Center 142

Contact Center Customer Experience AI CX 142

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience.

Customer Experience 158

Customer Experience Engineering Start-ups Customer Survey 158

Heart of the Customer

DECEMBER 21, 2020

The post 2021: The Year of CX Data appeared first on Heart of the Customer. Not because of the sweatpants you wore in that Zoom meeting, or that you don’t always sing “Happy Birthday” twice when you wash your hands. I mean digital hygiene, and the need to clean your data. Each of […].

CX 132

CX NPS Customer Experience 132

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada. Register Now.

Social Media 218

Social Media Contact Center Customer Experience CX 218

ECXO

APRIL 28, 2021

You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Taking Your CX Programme to the next level of Maturity Register in advance for this webinar. You are invited to a Zoom webinar. With Tabitha Dunn.

Healthcare 296

Healthcare CX Sales Customer Experience 296

Customer Think

OCTOBER 14, 2021

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to be part of school curricula. Many industries do not even ha.

Customer Experience 134

Customer Experience CX 134

Customer Think

OCTOBER 10, 2021

Customer experience design challenges in 2021 remind us of the overall challenges that face organizations in a year marked by changing expectations and demands. Top customer experience d.

CX 119

CX Customer Experience 119

Astute

FEBRUARY 3, 2021

CX can impact your bottom line in several ways. Here's a look at some of the statistics and research to know to guide your efforts in 2021. The post Top 40 Customer Experience Statistics To Know in 2021 appeared first on Astute.

Customer Experience 98

Customer Experience CX 98

Experience Investigators

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. 4 Ways to be a CX Change Agent at Your Organization.

CX 133

CX Social Media Contact Center Customer Journey Map 133

Fonolo

DECEMBER 3, 2020

Over the past few years, CX has become more than just a hot topic. To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler? Smarter self-service options.

Contact Center 160

Contact Center Touchpoint Technology Technology 160

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. CX is everywhere. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe.

B2B 367

B2B Innovation CX Government 367

Shep Hyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. Can you meet it?

Customer Service 131

Customer Service Social Media CX Customer Experience 131

Zendesk

APRIL 9, 2021

Customer experience (CX) has always been integral to a company’s success, but its significance has grown considerably in the midst of the COVID-19 outbreak. According to the Zendesk Customer Experience Trends Report 2021 , half of all customers say that CX is more important to them now than it was a year ago.

CXM 98

CXM CX Omnichannel Touchpoint 98

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Are You Using these Customer Experience Power Phrases?

Customer Service 129

Customer Service Government CX Start-ups 129

Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? How Consumers Now Define a Good Customer Experience by Jack M. My Comment: How do our customers define a good customer experience?

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Adrian Swinscoe

JULY 9, 2021

In a recent prediction, Forrester described 2021 as the year of inclusive customer experience (CX). The post Three apps that are making customer experience more inclusive first appeared on Adrian Swinscoe. When I read that, I wondered if that implied it wasn’t […].

Customer Experience 130

Customer Experience CX 130

Aquire

MAY 21, 2021

With more and more options for customers appearing throughout their journey, the auto industry faces a challenge: modernizing the customer experience for today’s digitally savvy buyers. The answer lies within omnichannel experiences. Omnichannel customer experience in automotive.

Omnichannel 98

Omnichannel Customer Experience Retail Touchpoint 98

Customer Think

DECEMBER 21, 2021

Almost two years into the COVID-19 pandemic, customer experience (CX) is more important than ever. In fact, 59% of consumers now care more about CX when they decide what company to support or buy from than they did pre-pandemic.

Customer Experience 132

Customer Experience CX Contact Center 132

Customer Think

JULY 21, 2021

Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). According to the Zendesk Customer Experience Trends Report 2021, 75 percent of company leaders agreed that the global pandemic accelerated the acquisition of new technologies to get customer-centricity right.

CX Transformation 141

CX Transformation CX AI Technology 141

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. 22 April 2021. Updated 3 June 2021. 7 June 2021. <

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Shep Hyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. This is the kind of thing that creates CX legends. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24

Shep Hyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. This article focuses on how the EX impacts the CX.

Customer Service 133

Customer Service Customer Loyalty CX Customer Experience 133

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Customer Experience 88

Customer Experience Management Consulting CX 88

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. How does CX maturity stack up? These are all challenges.

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

Steven Van Belleghem

DECEMBER 6, 2021

The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like. They compare the experience to the best they’ve had from any business or brand.

CX 123

CX Customer Experience Non-Profits Social Media 123

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Join this webinar to understand how your contact center peers are cutting agent training and onboarding time by as much as 75%, while boosting agent performance, retention, and CX scores. Copyright 2021.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience. Six Crucial CX & Contact Center Trends That Will Shape 2021. What is a Visual IVR?

CX 132

CX Contact Center Omnichannel Customer Satisfaction 132

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. Check it out! Check it out!

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

Customer Think

DECEMBER 8, 2021

December 06, 2021. Add to rss feed. Every end of year, I.

Customer Experience 128

Customer Experience CX 128

Intercom, Inc.

DECEMBER 22, 2020

We laid out some actionable ways to improve your customer support in the new year. We broke down the key customer support trends you need to know for 2021. We broke down the reasons why support teams need to balance customer experience and efficiency , and how you can find an equilibrium. . What’s coming in 2021?

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

Shep Hyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Shep Hyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski. Do you seek an experience?

Customer Service 116

Customer Service Retail Entertainment Social Media 116

Shep Hyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Here are my top five picks from last week.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131