Bill Quiseng

APRIL 25, 2021

Within the hospitality industry, we considered everything from hand sanitizers to Plexiglas shields, from floor and door decals to HVAC filters, reallocating the funds to cover the costs. While improving customer experience is not literally life and death, without offering a good experience we stand the chance to lose the customer forever.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

Bill Quiseng

FEBRUARY 21, 2024

Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. It’s an elective for the B2B or the online/digital industry.

CX 88

CX B2C Hospitality Hospitality 88

Bill Quiseng

FEBRUARY 7, 2024

Welcome to CX 101. Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. This is not a customer service training class. Ideally, all of you will be enthused and energized to engage customers, not just to satisfy, but to WOW them. So let’s get started.

CX 78

CX Hospitality Hospitality B2C 78

ECXO

MAY 29, 2024

The Transformative Power of Cross-Functional Teams in Upgrading CX We all know the crazy and competitive landscape we are currently living in, right? This extremely challenging scenario of the modern business environment makes it essential for organizations to prioritize surpassing customer expectations.

CX 156

CX Innovation E-commerce Real Estate 156

CX Accelerator

NOVEMBER 26, 2021

As I like to say, "life is made up of experiences." We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. I’m grateful for the experience I had this year working on a really interesting project with Shane Goldberg. I'm extremely grateful for the CX community at large.

Hospitality 182

Hospitality Hospitality Healthcare CX 182

CX Accelerator

NOVEMBER 26, 2021

As I like to say, "life is made up of experiences." We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. I’m grateful for the experience I had this year working on a really interesting project with Shane Goldberg. I'm extremely grateful for the CX community at large.

Hospitality 182

Hospitality Hospitality Healthcare CX 182

Customer Bliss

JUNE 28, 2018

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. Embed the Employee Experience.

Hospitality 42

Hospitality Hospitality Customer Experience Healthcare 42

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Before becoming the Chief Patient Officer at Cedars-Sinai, he was the program coordinator for the oncology program at Northside Hospital in Atlanta.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

Customer Bliss

JUNE 20, 2018

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. With a background in hospitality, working in casinos, I chat with Shawn about his transition from hospitality to healthcare. Expand the Horizon of Helping People.

Hospitality 57

Hospitality Hospitality Healthcare CX 57

SurveySensum

AUGUST 28, 2024

Who wouldn’t want to pay a little extra to have a hassle-free and streamlined experience that saves time and effort? I know I would and so do 86% of customers for a better customer experience. The attendants are trained to greet customers with a warm and friendly welcome and give their undivided attention to them.

Customer Experience 52

Customer Experience Text Analytics Hospitality Hospitality 52

Execs In The Know

JANUARY 29, 2023

A relentless focus on exceeding customer experience (CX) is the founding principle behind everything CX leaders do. But keeping pace with customer expectations and motivations is its own unique experience, and both have shifted considerably over the past year. By being part of the Summit, you’ll: 1.

CX 90

CX Hospitality Hospitality Actionable Insights 90

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

The DiJulius Group

APRIL 11, 2023

“We are a customer-first organization” “Treat customers the way you want to be treated” “Exceed customer’s expectations” “Going above and beyond is our standard” “We deliver genuine hospitality” Leaders love to throw around platitudes when it comes to customer experience, and all of these are great mantras.

CX 64

CX Hospitality Hospitality Customer Experience 64

ECXO

JUNE 11, 2023

CX design is no longer just about aesthetics. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. How do they consume content?

B2B 386

B2B B2C Touchpoint Actionable Insights 386

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Patients don’t care how big the hospital is.

Healthcare 165

Healthcare Pharmaceutical Hospitality Hospitality 165

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. 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. Explore Contact Center Trends for 2021. Jeremy Watkin. “If

Contact Center 142

Contact Center Customer Experience AI CX 142

Lumoa

APRIL 14, 2021

About the episode: Most of us understand that customer experience is something highly relevant for a business. Improved customer experience is equal to improved retention, decreased churn, and improved competitiveness, which leads to revenue growth. I’m Sofia Ohlson and I am the host of Inside CX by Luma.

Customer Experience 88

Customer Experience CX Net Promoter Score Start-ups 88

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. Insist on a great experience.

CX 64

CX Hospitality Hospitality CEM 64

Customer Bliss

MARCH 1, 2018

How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky , Chief Patient Experience Officer at Cedars-Sinai , who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together.

Hospitality 61

Hospitality Hospitality Business Administration Healthcare 61

Qualtrics

JULY 18, 2019

If this many people are spending money on travel and tourism, hospitality professionals must provide customers with an excellent guest hospitality experience to keep them coming back and to grow their businesses. Competition is steeper than ever and customers want to be delighted or they will choose another provider.

Hospitality 45

Hospitality Hospitality Artificial Intelligence NPS 45

Execs In The Know

MARCH 21, 2023

Shannon Patterson, SVP of Customer Engagement Centers at Marriott International, took center stage at Customer Response Summit (CRS) in Austin to address what it means to engage associates and how that translates to seamless guest experiences, happier customers, and brand loyalty. More specifically, the employees do.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . The Employee Experience Directly Impacts Customer Experience.

Hospitality 64

Hospitality Hospitality CX Customer Experience 64

SurveySensum

OCTOBER 31, 2023

Do you often use ‘ customer experience ’ and ‘ customer service ’ interchangeably? This brings us to the debate of customer experience vs customer service. Understanding the differences between both is vital for your business to thrive in the customer-centered world. What is Customer Experience?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Bill Quiseng

MAY 3, 2023

When you are Magnificently Boring to CARE, your customers are WOWED and happy, returning again and again, raving to others on social media. customerservice #customerexperience #customerloyalty #custserv #custexp #cx #hospitality

Hospitality 167

Hospitality Hospitality Social Media CX 167

Zendesk

SEPTEMBER 23, 2022

The pressure is on healthcare companies to deliver a better end-to-end customer experience—otherwise, it is truly an insult to injury. But technical, operational, and foundational solutions are close at hand, according to fresh data from the 2022 Zendesk CX Accelerator report. Success is within reach.

Healthcare 52

Healthcare CX Hospitality Hospitality 52

Customer Bliss

OCTOBER 9, 2018

I hope you had a fantastic CX Day last week! Jude Children’s Research Hospital , where I gave a keynote to their team. On “Donor Experience” Jeanne: We’re going to have a conversation with your folks and talk about CX, but you call it “donor experience,” right?

Hospitality 44

Hospitality Hospitality Non-Profits CX 44

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. However, many things we experience don’t have that level repetition.

CX 151

CX Net Promoter Score Hospitality Hospitality 151

Taylor Reach Group

FEBRUARY 6, 2020

Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. And is gathering, analyzing and reporting on that data truly improving the customer experience? How can you make your customer experience measurement actionable? By Peg Ayers.

CX 118

CX Hospitality Hospitality Healthcare 118

Steven Van Belleghem

APRIL 20, 2021

Few companies are as obsessed by customer experience as Amazon. Which is why the collected writings of Jeff Bezos – from his unique annual shareholder letters to numerous speeches and interviews – that gather his core principles and philosophy are a gold mine for CX leaders. Delivering Happiness – Tony Hsieh.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Today, I want to tell you my real-life customer experience story. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side.

Hospitality 97

Hospitality Hospitality Social Media CX 97

CX Accelerator

APRIL 30, 2018

Companies these days are fixated on Customer Experience. It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. If they are having a great experience, so will your customers. Home To CX Accelerator Blog

CX 140

CX Customer Journey Map Hospitality Hospitality 140

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more. Here are some of the highlights from last week’s Summit in Austin.

Contact Center 97

Contact Center Social Media Hospitality Hospitality 97

VOZIQ

APRIL 8, 2022

Customer experience is the key to success in any business. The customer experience is the sum of all interactions a customer has with your company, product, or service. We have selected a few of our favorite books on customer experience, which we believe are worth reading in 2022 and beyond.

Customer Experience 40

Customer Experience Hospitality Hospitality Touchpoint 40

PeopleMetrics

MARCH 1, 2018

In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue. If you're not measuring the customer experience consistently , it’s like not counting the money that you’re earning every day from your customers, or keeping track of any expenses.

CX 97

CX CEM Finance Touchpoint 97

Execs In The Know

MARCH 13, 2023

The end-to-end (E2E) customer journey, starting from the first encounter to the purchase, follow-up assistance, and continuous engagement, is now table stakes and plays a crucial role in establishing trust, loyalty, and advocacy. When you simplify processes and workflow, you simplify your delivery experience.

CX 52

CX Hospitality Hospitality Government 52