Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Retently

NOVEMBER 13, 2024

A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs).

CX 149

CX Retail Social Media Artificial Intelligence 149

Execs In The Know

JULY 6, 2021

Customer Response Summit (CRS) Coronado is fast approaching, scheduled to hit the shores of sunny California, September 15–17, 2021. Although many CX programs have revamped the tools and processes used to train new agents (as well as coach existing agents), there is still plenty of room for innovating and reinventing.

CX 98

CX Innovation Customer Feedback Customer Experience 98

CX Journey

SEPTEMBER 10, 2015

Great customer experience athletes have great “social proprioception.” See our blog about Grandiose CX Delusional Disorder , a similar affliction. We coined this term at our clubs to help staff understand that everything matters when it comes to the member experience. and a great customer experience athlete.

Customer Experience 85

Customer Experience CEM Customer Experience Management Start-ups 85

Beyond Philosophy

OCTOBER 6, 2015

A class action lawsuit has already been filed in California. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. As a result, VW faces a number of punitive actions today: The EPA says they could be fined up to $18 billion.

Compliance 162

Compliance Legal Government Customer Loyalty 162

Beyond Philosophy

MARCH 2, 2016

New York and California residents talk the most; Oklahoma and Kansas residents talk the least. The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least. For example: When talking to a customer from California, expect to chat a little. The average U.S.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

CX Journey

SEPTEMBER 16, 2014

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. What on earth is going on?! This is erroneous thinking.

Customer Experience Management 76

Customer Experience Management CEM Customer Experience Social Media 76

CSAT.AI

MAY 29, 2019

The power of streamlining customer experience saves energy, saves money, and saves time for the other things I want to do. I still value analog experiences , of course. Even those kinds of experiences are continually being streamlined. Investing in Customer Experience. Shrinking Lines. Streamlining with AI.

Customer Experience 59

Customer Experience Sentiment Analysis AI CX 59

ClearAction

FEBRUARY 7, 2020

Customer Experience is More Than Transactional: Is Your Marketing Value Longitudinal? Customer experience is not limited to an interaction. This means customer experience is longitudinal, i.e. developed across a long period of time. How do your offers affect long-term customer experience?

Customer Experience 77

Customer Experience Construction Voice of the Customer Sales 77

Execs In The Know

MAY 16, 2024

May 16, 2024 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce its fall Customer Response Summit (CRS) , a CX leadership event, will be held in Palm Springs, California on September 24-26, 2024. PHOENIX, Ariz.,

CX 40

CX Innovation Sales Technology 40

CX Journey

SEPTEMBER 26, 2014

Time to celebrate CX Day ! As a member of CXPA (Customer Experience Professionals Association) and a team member of the CXPA SoCal Local Networking Events committee, I am actively involved in the organization and all it has to offer. If you''re a customer experience professional and not yet a member, you should check it out.

CX 73

CX Customer Experience 73

Intercom

JANUARY 5, 2023

In his 35 years of experience, Bill Price has seen the evolution of customer service from up close. While it sounds controversial, for Bill Price, the best customer support may just really be no service at all. Why are customers, for instance, in Italy, apt to contact you more frequently than someone in Sweden on the same issue?

Customer Experience 69

Customer Experience CX Contact Center Start-ups 69

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. What is customer commitment?

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Beyond Philosophy

APRIL 9, 2020

However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives. Follow Colin Shaw on Twitter @ColinShaw_CX.

Finance 174

Finance Compliance Start-ups CX 174

Doing CX Right

JULY 14, 2020

Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees and leaders with CX skills are in great demand. While on the job training and reading books provide great learnings, getting CX certified from a formal university program can accelerate your career.

CX 52

CX Artificial Intelligence Machine Learning Social Media 52

Customer Service Life

MARCH 15, 2019

This article first appeared on CX Accelerator on January 7, 2019. When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission). Click here to read the original post.

AI 64

AI Machine Learning CX Net Promoter Score 64

Zendesk

OCTOBER 9, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of consumers expect more interactions with AI in their daily lives and believe it will improve customer service quality. Like Spider-Man uses his spidey senses for good, businesses can use AI to improve their customer experience.

AI 52

AI CX Artificial Intelligence Compliance 52

Execs In The Know

APRIL 8, 2022

Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience. Implement and experiment with tools and solutions that can simultaneously automate and improve the customer experience.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Fonolo

JULY 9, 2018

Put your hands together and give it up for the 2018 winners of Fonolo’s Customer Experience Excellence Awards! Each year, Fonolo takes pause and looks at the big CX picture, studying the work of the best and brightest contact centers across all industries and regions. It’s that special time of year. We are proud of them.

Customer Experience 52

Customer Experience Contact Center Technology Technology 52

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. An investment in the employee experience is an investment in the customer experience.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Execs In The Know

NOVEMBER 30, 2021

Deana Perrin, Blue Shield of California. It’s great for a CX program to have the support of the C-suite, but it’s even better when CX has its very own seat at the table. The Chief Customer Officer (CCO) role isn’t exactly new, but it has never been more essential in cultivating CX excellence. Dan Allen, Union Bank.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Customer Bliss

JANUARY 4, 2019

Alan truly valued this experience because when he came back into customer experience in healthcare, he had a better understanding of how internal and external factors played a part in operations. When Alan developed his action plan, he ended up with about 25 projects to improve the patient experience. About Alan Dubovsky.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

Lightico

DECEMBER 14, 2022

For example, “Standard Terms and Conditions” are shown to all customers, but California residents also see additional terms designed for them. For example, if there is a sentence within the original Terms and Conditions that only applies to California resident, the admin can highlight it, and click on the “Add Object” button.

Compliance 52

Compliance Legal CX CRM 52

SurveySensum

NOVEMBER 23, 2023

This alone is enough to justify the need for digitizing customer experience. The landscape of digital customer interactions is expanding, offering businesses a multitude of touchpoints to engage with their clientele. The ability to track these interactions empowers businesses to craft more personalized and efficient experiences.

Customer Experience 52

Customer Experience E-commerce CX AI 52

Kerry Bodine

JANUARY 4, 2017

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 48

CEM CX Contact Center Retail 48

Execs In The Know

MARCH 13, 2023

Want to know what the #1 used car in California is? It’s a Mustang convertible, which is classified as an experience car on the marketplace. Feedback is a driving element of customer experience,” said Weingardt. “With two differentiated user experiences, feedback continues to shape the Turo product.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Kerry Bodine

JANUARY 13, 2016

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 48

CEM CX Contact Center Customer Loyalty 48

CX Journey

DECEMBER 23, 2014

Over the weekend, I took my kids and my parents to the California Science Center in Los Angeles to see Pompeii: The Exhibition. For example, are you trying to explain to your employees what a great customer experience looks like? customer experience employee experience marketing storytelling training'

Transportation 80

Transportation Customer Experience 80

Zendesk

APRIL 4, 2022

This is the reality for many customer experience (CX) teams. In 2021, Virginia and Colorado joined California with state laws, and even more are in the pipeline for 2022. How privacy regulation is putting pressure on CX. When a CX team fields data subject privacy requests, they must: Log each incoming request.

CX 52

CX Unstructured Data Customer Satisfaction Compliance 52

Intercom, Inc.

JANUARY 18, 2023

Today on the show, we’re taking a lesson in edtech with some of Intercom’s customers who have been at the forefront of this change to find out the challenges and successes they’ve experienced, not to mention the trends they’re seeing. California has launched a free tutoring initiative.

Education 205

Education Start-ups Technology Technology 205

Waypoint Group

MAY 25, 2018

From May 14 th – 17 th , Medallia set up shop in Long Beach, California to put on their annual conference, Experience. As a majority of the content was geared towards the mostly B2C audience, there was still great value presented by multiple speakers and in breakout sessions about how to improve B2B CX and CS programs.

B2C 66

B2C B2B Innovation CX 66

Zendesk

JANUARY 18, 2024

In this comprehensive guide, we’ll break down the importance of customer data privacy, common privacy concerns, best practices, and key privacy standards and regulations, all backed up with facts and figures from the Zendesk Customer Experience Trends Report 2024. More in this guide: Why is customer data privacy important?

CX 52

CX Education Government Compliance 52

Comm100

NOVEMBER 13, 2022

By introducing omnichannel customer service , organizations can effectively serve customers across all the channels they expect, in the manner that they now demand. Omnichannel customer service software connects every digital channel into a unified platform, bringing improved efficiency and CX, to name a couple of its many benefits.

Omnichannel 98

Omnichannel Customer Service Social Media Healthcare 98

Beyond Philosophy

SEPTEMBER 10, 2022

In this episode, we talk with Zhecho Dobrev , Senior Consultant at Beyond Philosophy for 13 years, Customer Experience and Behavior Science Consultant and Trainer, and, now, Author of The Big Miss: How Organizations Overlook the Value of Emotions , about what he found and whether any of it was worth its weight in gold. How can we help?

Finance 68

Finance Healthcare Management Consulting Start-ups 68

Zendesk

MARCH 16, 2021

Customer experience (CX) has become the business strategy, and with good reason. 75% of customers will spend more to buy from an organization that treats them well, according to the 2021 Zendesk Customer Experience Trends Report. Customer data has become an incredibly powerful CX tool.

Government 75

Government CX Innovation Customer Experience 75

InteractionMetrics

JULY 29, 2024

In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. Martha touches on why most customer experience programs aren’t scientific, how you can become more scientific in your approach, and when and how to use AI in your survey program. Check it out here. Greg: Yeah.

Double-Barreled Question 52

Double-Barreled Question CX Construction NPS 52

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? Lynn is the Chief Customer Officer of CX consultancy ClearAction. Today, we’re going to be chatting a bit about CX.

Innovation 52

Innovation CX Non-Profits AI 52