Execs In The Know

MAY 6, 2022

New ideas that you can consider for your CX teams. Companies and contact centers are asking employees to come back to the office now that most “lockdowns” are over. In product support, adding gig workers as an extension of the traditional contact center provides a resilient layer of talent to meet volume fluctuations.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Execs In The Know

JANUARY 15, 2025

Attendees will hear from visionary keynote speakers who are leading CX transformation across industries. With more than 30 sessions planned across three days, CRS Clearwater promises to deliver actionable insights, impactful discussions, and invaluable networking opportunities.

Actionable Insights 40

Actionable Insights CX Transformation Innovation Contact Center 40

Execs In The Know

APRIL 8, 2022

The world has undergone significant change, and contact center agents have been asked to handle challenges unimaginable only a couple of years ago. Investing in employees (and the tools and technologies that support employees) is one of the single best investments that can be made in the CX space.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Experience Investigators

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Executives want to see a clear link between CX initiatives and financial goals. They need to hear about progress.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Execs In The Know

MARCH 10, 2025

How to scale artificial intelligence (AI) without losing the human touch, how to build resilient service models, and how to drive meaningful CX transformation in a rapidly shifting market. And the organizations winning in this space are those that treat CX as a business strategy, not a department.

CX 64

CX AI CX Transformation Artificial Intelligence 64

Execs In The Know

MARCH 25, 2022

On top of that, self-service support methods only go so far and it’s challenging to ensure you have enough qualified contact center agents on deck to properly handle any unexpected surges. Leverage a Partner that offers a Hybrid Workforce Model. Leverage the power and knowledge of your existing customer base.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

Comm100

MAY 14, 2021

“For some employees, contact center agent isn’t the job they wanted. Many of us, myself included, started our contact center careers that way. It was the job they were able to get. ” The 3 key tenets to positive agent experience. The first crucial tenet is effectiveness.

Customer Experience 59

Customer Experience Contact Center CX Transformation CX 59

Beyond Philosophy

DECEMBER 16, 2021

I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. So, we invited Hussein Dajani, General Manager – Digital and CX Transformation, Nissan Motor Company , to be our guest on a recent podcast.

Artificial Intelligence 78

Artificial Intelligence Sales CX CX Transformation 78

SurveySensum

JULY 14, 2020

He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. Becky (Lisson) Roemen – Manager of CX Solutions and Consulting at Avtex Solutions, LLC. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Qualtrics

FEBRUARY 21, 2020

In the decade since the financial crisis brought widespread attention to how the banking industry treated its customers, many banks have made customer experience (CX) transformation a strategic priority. Originally published on Forbes.

Customer Experience 36

Customer Experience Contact Center Customer Journey Map CX Transformation 36

Execs In The Know

OCTOBER 30, 2022

Emerge as a CX Leader by Unlocking the Value of AI in Your Contact Center. Keynote: FTD’s Digital CX Transformation Amidst a Challenging Backdrop. How does your brand plan to use innovative technology to drive empathy and personalization for high-quality customer engagement? Customer Shop Talk Highlights.

Innovation 52

Innovation Artificial Intelligence CX AI 52

Customer Bliss

MARCH 8, 2018

Listened to calls from the contact center to understand the kind of complaints they get and how they’re resolved. The product team and marketing department were also positively affected by the CX transformation. Looked at how to bring sales and customer service together.

Customer Experience 40

Customer Experience Customer Journey Map Net Promoter Score CX 40

1 to 1

DECEMBER 13, 2021

Internally, the North Star should serve as the core goal and motivational vision you aim to deliver—from the contact center to your website and in-store or app experience. Externally, your North Star comes to life as your CX promise (vow) and poises your customers to recognize your brand.

CX 26

CX Customer Journey Map VOC Customer Retention 26

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Today, staying “current” and on course can feel overwhelming.

CX Transformation 99

CX Transformation CX VOE AI 99

Execs In The Know

MARCH 13, 2025

The Triangle of Death and the Road to CX Transformation As captivating as it is to talk about the future, Stokes didnt shy away from the challenges that have plagued the industry. But, as Stokes candidly admitted, getting there wasnt smooth sailing.

Hospitality 59

Hospitality Hospitality Touchpoint Contact Center 59

Execs In The Know

MARCH 13, 2025

The Triangle of Death and the Road to CX Transformation As captivating as it is to talk about the future, Stokes didnt shy away from the challenges that have plagued the industry. But, as Stokes candidly admitted, getting there wasnt smooth sailing.

Hospitality 93

Hospitality Hospitality Touchpoint Contact Center 93

InteractionMetrics

MARCH 20, 2025

Each excels in niche areasthink razor-sharp social listening, hyper-scalable contact centers, or AI that predicts customer needs before theyre spoken. Genesys Cloud CX Genesys Cloud CX is a contact center workhorse built for mid-sized organizations that need a powerful, AI-infused solution.

CX 52

CX Social Media Contact Center Compliance 52

Experience Investigators

JANUARY 30, 2024

About Michelle Morris: Michelle Morris is the Associate Director of CX Transformation at Verizon Connect. In previous roles, Michelle developed and led two CX practices in the Professional Services (Crowe) and Printing/Manufacturing (Lexmark) industries and was a CX Design consultant and the Sr. Michelle holds 6 U.S.

CX 52

CX Government Manufacturing CX Transformation 52