Beyond Philosophy

OCTOBER 6, 2015

A class action lawsuit has already been filed in California. The post Losing Customers Trust is the Worst Penalty VW Will Face appeared first on Beyond Philosophy | CX Consultants | Customer Experience. 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. For example: When talking to a customer from California, expect to chat a little. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. The average U.S. Taking a call from a customer from Oregon?

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

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

Fonolo

MARCH 12, 2019

After graduating from university, I spent a sun-soaked 18 months living in Southern California. So, how has TJ’s turned CX into its competitive advantage? You’ll see an almost identical inventory from San Diego, California, to Salem, Massachusetts. Customer Experience Index. They should look to TJ’s as an example.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86

Beyond Philosophy

APRIL 9, 2020

student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives. The post The Impact of Incentives on Consumer Behavior appeared first on CX Consulting. Colin is an international author of six bestselling books and an engaging keynote speaker.

Finance 174

Finance Compliance Start-ups CX 174

Doing CX Right

JULY 14, 2020

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. University of California (UCI)- view curriculum > here. You can take CX course online.

CX 52

CX Artificial Intelligence Machine Learning Social Media 52

Zendesk

OCTOBER 9, 2023

But as we know, “With great power comes great responsibility”—businesses and individuals must commit to prioritizing the ethics of AI in CX to create a safe and positive experience for all. The impact of AI ethics on CX From AI chatbots to customer experience software , businesses turn to AI technology to enhance CX.

AI 52

AI CX Artificial Intelligence Compliance 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). The post My Understanding of AI in CX so Far.

AI 64

AI Machine Learning CX Net Promoter Score 64

Kerry Bodine

OCTOBER 5, 2015

Happy CX Day! Relocated its warehouse from California to Kentucky—just 15 minutes from a UPS hub—to better handle its growing inventory, cut shipping expenses, and get orders to customers faster. (As Check out posts from other CX Day bloggers & learn more at CXDay.org.

Customer Experience 97

Customer Experience Real Estate Customer Journey Map Finance 97

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

CX Journey

SEPTEMBER 26, 2014

Time to celebrate CX Day ! In the meantime, I wanted to share some details about CX Day, which occurs on the first Tuesday of October every year. First, what is CX Day? Second, what happens on CX Day? If you''re in Southern California, please join us for a great event. customer experience CX Day'

CX 64

CX Customer Experience 64

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

Execs In The Know

APRIL 8, 2022

How Fanatics Activated Its CX Data Superpowers. By approaching CX with a fan’s passion, Carolyne and team are turning data insights into heroic moments — all in the spirit of a mission to serve. CX Transformation Secret Revealed: The Hero Is Your Customer! Presented By: Carolyne Truelove, Head of Global Fan Experience, Fanatics.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Execs In The Know

APRIL 14, 2022

Not only did the event bring together many of the best minds in customer experience (CX) — all for a much-needed moment of COMMUNITY, CONNECTION, and BALANCE — but the event also provided a ton of learnings and actionable insights for attendees to take back to their organizations. Designing a Service Strategy to Deliver Superior CX.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

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

Kerry Bodine

JANUARY 4, 2017

IQPC’s CX Exchange Telecoms. IQPC’s CX Exchange Retail. Oakland, California. Walker B-to-B CX Summit. Next Generation Customer Experience. March 27 – 29, 2017. April 25 – 26, 2017. Customer Experience Strategies Summit. April 25 – 26, 2017. IPQC’s Executive Customer Contact Exchange. May 9 – 11, 2017.

CEM 48

CEM CX Contact Center Retail 48

Kerry Bodine

JANUARY 13, 2016

San Diego, California. Walker B-to-B CX Summit. CEM in Telecoms. January 25 – 27, 2016. Customer Experience Strategies Summit. March 15 – 16, 2016. Next Generation Customer Experience. March 21 – 23, 2016. Customer 360 Symposium. April 4 – 6, 2016. Hunter Valley, Australia. Customer Service Experience. May 23 – 25, 2016. Analyst Firms.

CEM 48

CEM CX Contact Center Customer Loyalty 48

Zendesk

JANUARY 18, 2024

Many customer experience (CX) leaders prioritize strong customer data privacy to provide a secure, positive CX and build customer trust. 83% of CX leaders say data protection and cybersecurity are top priorities in their customer service strategies. Source: Zendesk CX Trends Report 2024. Zendesk CX Trends Report 2024 2.

CX 52

CX Education Government Compliance 52

Execs In The Know

MARCH 13, 2023

Want to know what the #1 used car in California is? This artistic community where everyone has a voice will be the perfect setting for our sharing community of customer experience (CX) leaders. Once again, our CX leadership community will be put in the spotlight, bringing extraordinary ideas and insights to the stage.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

CSAT.AI

MAY 29, 2019

My friend and I went to In-N-Out this past week (California omnivores know the bliss that is In-N-Out), and experienced the shortest line I’ve ever seen on a weekend or holiday. That is huge during 100 degree days in a California summer. As a consumer, I enjoy on-site shopping and events too.

Customer Experience 59

Customer Experience Sentiment Analysis AI CX 59

CSAT.AI

JUNE 7, 2022

There was a class action lawsuit in California that argued Facebook is responsible for PTSD and Trauma inducing working conditions affecting content moderators. The post An Unhappy Customer Service Agent is More Than a Meme appeared first on Zendesk Quality Assurance - Automated & CX - Realtime Agent Coaching & Analytics.

Customer Service 81

Customer Service Contact Center Customer Satisfaction CX 81

Intercom

JANUARY 5, 2023

He’s worked to improve the call center experience in the 1990s, becoming Amazon’s first Worldwide Vice-President of Customer Service, and, in the early 2000s, started a CX consulting firm, Driva Solutions, which helps businesses create great experiences to this day. So what do you do about that? I think that’s probably next up for me.

Customer Experience 69

Customer Experience CX Contact Center Start-ups 69

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Comm100

NOVEMBER 13, 2022

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. Meet your customers’ CX expectations with Comm100 Omnichannel – the AI-powered, secure omnichannel customer engagement platform. Comm100 Omnichannel. Find out more.

Omnichannel 98

Omnichannel Customer Service Social Media Healthcare 98

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

Intercom, Inc.

JANUARY 18, 2023

California has launched a free tutoring initiative. There’s the California Age Appropriate Design Code. We have a lot of supporting metrics that say that it’s not just a great idea for a CX team to focus on CSAT – it actually has a tangible impact on big company metrics.

Education 205

Education Start-ups Technology Technology 205

CX Journey

SEPTEMBER 10, 2015

See our blog about Grandiose CX Delusional Disorder , a similar affliction. years in Palo Alto California as VP of Strategic Initiatives for Medallia, the world's leading customer experience management technology company. Giancarlo Stanton knows exactly where the bat is even while focusing on the spin of the baseball. He spent 2.5

Customer Experience 76

Customer Experience CEM Customer Experience Management Start-ups 76

CX Journey

SEPTEMBER 16, 2014

And just last week, California''s governor signed a new law into effect that protects customers by prohibiting companies from going after those who write negative reviews about them. Sites have even popped up where businesses can review customers ! What on earth is going on?! What should businesses do instead? What does that involve?

Customer Experience Management 65

Customer Experience Management CEM Customer Experience Social Media 65

Execs In The Know

APRIL 28, 2024

This year’s Summit promises an inspiring and exciting lineup of 30+ sessions, bringing together CX leaders from globally renowned brands to learn, share, network, and shape the future of CX. The JW Marriott Desert Springs promises a memorable escape into the heart of the California desert.

CX 52

CX 52

InteractionMetrics

JULY 29, 2024

In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. The Science of CX Surveys, Summarized: Many CX programs lack a scientific approach. And so, you know, are CX programs scientific? The discipline of CX has many methods at its disposal. Greg: Yeah.

Double-Barreled Question 52

Double-Barreled Question CX Construction NPS 52

ClearAction

FEBRUARY 7, 2020

Adapted from Lynn Hunsaker’s article originally published by Southern California ANA: Is the Value of Your Marketing Both Transactional and Longitudinal? Customer Experience is More Than Engagement: CX Leadership is Earned. How Marketing Creates Great Customer Experience – Part 2 of 4.

Customer Experience 77

Customer Experience Construction Voice of the Customer Sales 77

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. Image courtesy of Bazzerio Are you telling stories to engage your audience? Walking through the exhibit, you see that each artifact has a placard on/near it with details about what the item is.

Transportation 68

Transportation Customer Experience 68

Customer Bliss

APRIL 12, 2019

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. 3-Stage Approach to A New CX Transformation. According to Monica, the secret sauce of a successful CX transformation is to have internal engagement.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Zendesk

MARCH 16, 2021

Customer experience (CX) has become the business strategy, and with good reason. Customer data has become an incredibly powerful CX tool. California’s Consumer Privacy Act (CCPA). Those that don’t risk losing the half of customers that say they’ll walk away after one bad experience. &nbsp.

Government 75

Government CX Innovation Customer Experience 75

Beyond Philosophy

SEPTEMBER 10, 2022

23:56 Zhecho shares another example from a luxury store in California that measured the brain activity of an employee while managing the emotional experience and how it resulted in more sales for the store. – How Organizations Overlook the Value of Emotions appeared first on CX Consulting. How can we help? The post The Big Miss!

Finance 68

Finance Healthcare Management Consulting Start-ups 68

Intercom

AUGUST 2, 2023

Lynn is the Chief Customer Officer of CX consultancy ClearAction. She began her journey in the CX field over 30 years ago by designing customer satisfaction methodologies, and went on to lead customer experience transformation at semiconductor manufacturer Applied Materials and teach marketing at the University of California.

Innovation 52

Innovation CX Non-Profits AI 52

CSAT.AI

JUNE 28, 2023

Their data was based on surveys of over 800 Uber and Lyft drivers in California, two thirds of which were ‘deactivated’ (essentially app-speak for ‘fired’). As Ty Givens of CX Collective says about her team, “I foster growth and development by providing room for fresh errors. There is value in errors and how they impact growth.

Sentiment Analysis 73

Sentiment Analysis AI Innovation CX 73