Heart of the Customer

OCTOBER 16, 2014

Last year I interviewed a customer experience leader for my blog. During the interview this person had a basic assumption that the CEO was completely bought into the CX program. Of course, this isn’t an option for all CX aspiring and current leaders. So I asked some of my CX practitioner friends what they would do.

CX 107

CX Start-ups NPS Customer Experience 107

Heart of the Customer

AUGUST 22, 2014

Thinking back to his career, he reminds me of parallels between comedy and customer experience. Comedy is like customer experience because… Both look really easy when done well, but take tons of work and preparation. Customer experiences are very similar. Customer Experience' You can see.

Customer Experience 94

Customer Experience B2B Retail CX 94

Heart of the Customer

OCTOBER 8, 2014

I hope you had a terrific CX Day! Here in Minneapolis we had an amazing event, with over 80 participants learning about what to do when your customers are tired of talking to you (survey fatigue). I’ve posted about their strong communications program in the past , and it was evident on CX Day as always. Seven have.

VOC 88

VOC Gaming CX Customer Experience 88

Beyond Philosophy

APRIL 25, 2019

Brands have already begun using facial recognition technology in their Customer Experience. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software. I believe both of these technologies are the future for Customer Experience and, in some cases, the now.

Technology 118

Technology Technology CX Entertainment 118

Beyond Philosophy

JUNE 28, 2019

However, the happier medal winner is the bronze medalist, and the reason we know this is the subject of this episode of The Intuitive Customer. His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time.

Customer Retention 121

Customer Retention Customer Loyalty Technology Technology 121

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. Get Senior Leadership to Understand Your CX Plans. When Darin came into his role as VP of CX and Delivery, the CX department already existed.

CX 63

CX NPS VOC Finance 63

Beyond Philosophy

APRIL 19, 2019

This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. This technology is the next level of Customer Experience analysis and the future for the industry. Take a look here: [link].

Technology 114

Technology Technology Customer Loyalty Innovation 114

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

Qualtrics

JANUARY 9, 2019

Seeing the value our customers get when we put this work in front of them is my second favorite moment in the development process. It was my second week at Qualtrics and I was asked to take the lead driving the Customer Experience keynote at our upcoming customer conference since it was now my business to lead.

Engineering 37

Engineering CX Sales Customer Experience 37

CX Accelerator

DECEMBER 10, 2019

Becky Roemen is a Customer Experience enthusiast & evangelist with an enduring love for digital transformation and CX strategy. As a Minnesota native, she enjoys the lakes, hiking and breweries. In the sake of transparency and accountability, here’s my vision for my year ahead: Happy visioning to all of you!

Start-ups 182

Start-ups Gaming CX Customer Service 182

CX Accelerator

DECEMBER 10, 2019

Becky Roemen is a Customer Experience enthusiast & evangelist with an enduring love for digital transformation and CX strategy. As a Minnesota native, she enjoys the lakes, hiking and breweries. In the sake of transparency and accountability, here’s my vision for my year ahead: Happy visioning to all of you!

Start-ups 182

Start-ups Gaming CX Customer Service 182

Comm100

DECEMBER 15, 2021

Unfortunately, these interactions have become synonymous with poor, and even terrible, customer experience (CX). . In their look at how government organizations in the US are introducing chatbots , Government Technology saw significant savings in resources among state governments, including Minnesota and Iowa: .

Government 52

Government Omnichannel Social Media AI 52

Fonolo

APRIL 25, 2018

What’s more, call centers who have work besties often experience more satisfied customers! A joint study out of the University of Pennsylvania and the University of Minnesota found, compared to simply having acquaintances at work, work friends outperformed on most tasks. What’s Inside: Pain Points Across the Customer Journey.

Contact Center 59

Contact Center Customer Service Customer Satisfaction CX 59

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events.

Contact Center 48

Contact Center CX Healthcare Social Media 48