1 to 1

JULY 5, 2013

Innovation is a hot buzzword of the time, but what does it really mean? According to Forrester''s Kerry Bodine, 62 percent of companies drive innovation via technology. But she says that should be only part of the story. The word technology is not present, she explained, because it shouldn''t be the focus. 1to1Media.com/weblog.

Innovation 44

Innovation Technology Technology Customer Experience 44

Shep Hyken

JANUARY 10, 2023

She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees. Top Takeaways: Diversity is key to delivering a quality customer experience. Your customers come from various backgrounds, cultures, and pain points.

B2C 20

B2C B2B Innovation CX 20

Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? Standing still at any point means competition, innovation, and more will eventually surpass you. How Consumers Now Define a Good Customer Experience by Jack M.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Shep Hyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling

Contact Center 112

Contact Center CX Innovation Customer Service 112

Shep Hyken

DECEMBER 27, 2022

Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with.

Healthcare 111

Healthcare VOC Customer-Centric Organization Voice of the Customer 111

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He is also one of the most published authors and Forbes contributors.

Customer Journey Map 156

Customer Journey Map CX Innovation Customer Relationship Management 156

Shep Hyken

DECEMBER 6, 2022

Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . Customers pay the bills.

Legal 104

Legal Healthcare Innovation Customer Experience 104

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Lessons from the pandemic can improve your customers’ experiences by Joyce Kim.

Customer Service 92

Customer Service Contact Center Customer Retention AI 92

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. The post Like Just About All of Their Customers… I LOVE Wegmans!!!

Retail 97

Retail Customer-Centric Organization Construction Innovation 97

Steven Van Belleghem

JANUARY 22, 2020

I’ll start my list with a little bit of an outlier, who is not a ‘pure’ customer experience speaker, but that’s also exactly the reason why I like Simon Mainwaring so much. Tony’s first book, Delivering Happiness, debuted at #1 on the New York Times Bestseller list and remained on the list for 27 consecutive week.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

TeamSupport

APRIL 15, 2021

Surveys show that 86 percent of customers are willing to pay more for a better customer experience. It also stated that about 75 percent of companies believe that they are customer-centric, but only 30 percent of customers think that it’s true. Enhanced Customer Support. Marketing and Technology.

Technology 106

Technology Technology Artificial Intelligence Machine Learning 106

Callminer

AUGUST 1, 2017

Kolin Porter is the Vice President, Product Innovation at Higher Ed Growth. Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively. Kolin Porter.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Customer Bliss

NOVEMBER 30, 2016

Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. DESIGNING FOR CUSTOMER DELIGHT. SURPRISE AND DELIGHT.

Engineering 88

Engineering Start-ups Innovation Customer Experience 88

Customer Experience Matrix

JANUARY 11, 2007

For example, note Cisco general counsel Mark Chandler’s statement “The action we’ve taken is about protecting our brand.” (“Cisco, Claiming Ownership of ‘iPhone,’ Sues Apple”, The New York Times ), January 11, 2007, page C13). So let’s get back to my primary topic, implementation of customer experience management.

Customer Experience Management 48

Customer Experience Management CEM Customer Experience Innovation 48

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Shep Hyken

SEPTEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. In short, empathy at the right time creates a better customer experience. Here are my top five picks from last week.

Customer Service 16

Customer Service Manufacturing B2B AI 16

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Contact Center Social Media CX 136

1 to 1

JULY 28, 2015

presidential candidate Hillary Clinton at New York University's Stern School of Business who argued that undue earnings pressures on executives at public companies are suppressing wages and having a detrimental effect on innovation and long-term growth opportunities among U.S. The article referenced a recent speech given by U.S.

Customer Experience 42

Customer Experience Innovation Customer Loyalty Customer Service 42

Intercom, Inc.

MAY 28, 2020

Customer experience is more important than ever, which is why Aircall relies on a single record system that allows associates to refer back to earlier conversations for context. Retention is the new conversion. To paraphrase one of our founders, Des Traynor, retention is the new conversion.

Government 186

Government Start-ups CRM Sales 186

Shep Hyken

NOVEMBER 16, 2021

Bringing Great Customer Experience Ideas Forward. Courageous Cultures: How to Build Teams of Micro-Innovators,?Problem Problem Solvers, and Customer Advocates. Top Takeaways: Employees have great ideas on how to improve customer experience and leaders want them. Problem Solvers, and Customer Advocates.

Innovation 69

Innovation Start-ups Customer Experience Customer Service 69

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? 4 Customer Experience Strategies Inspired By Vincent Van Gogh by Chip Bell. Here are my top five picks from last week.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Fonolo

JULY 31, 2018

Established in 2012, Payless Furniture processes over 5,000 furniture deliveries every month for customers across the United States. Its company mission is to provide affordable, quality furniture and delivery service while maintaining high standards of customer service. The Importance of a Seamless Experience.

Retail 52

Retail Customer Experience Contact Center Education 52

Fonolo

NOVEMBER 23, 2017

VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Nate Brown manages the contact center for UL EHSS, providing guidance to a cross-functional team of leaders and facilitating change to improve the overall customer experience. VP’s & Directors of Web/Social Media. Shai Berger.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Shep Hyken

OCTOBER 5, 2021

. “The ease of the customer service representative’s job is a great indication of the customer satisfaction levels. Companies need to arm their frontline customer service teams with technology that empowers them to offer a better customer experience.” New York Times ?bestselling

Machine Learning 77

Machine Learning Customer Satisfaction AI Technology 77

CSAT.AI

MARCH 27, 2019

Slow like an LA rush hour or fast like a New York minute, change is inevitable. Companies that have passed the century mark realize that change is good, like new ice cream flavors. They are embracing the connection between longevity and customer experience, so they can be around for another hundred years.

Customer Experience 52

Customer Experience Sentiment Analysis Technology Technology 52

Gainsight

JANUARY 18, 2021

As Nick explained in a recent conversation with Lee Weiner , Chief Innovation Officer at Rapid7, there was no direct path to the top early in all their careers. Early in 2020, Lee Weiner became the Chief Innovations Officer at Rapid 7, a leading global technology and security services company based in Boston, Massachusetts.

Innovation 52

Innovation Engineering Construction Technology 52

Experience Investigators

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Additionally, we unpack expectations for New York state’s first chief customer experience officer.

CX 64

CX B2B Education Innovation 64

Aquire

JANUARY 6, 2022

This is only possible when video chat solutions come as part of a larger customer service platform. For example, Acquire’s video chat tool is seamlessly integrated with an array of customer experience solutions, including live chat, chatbots, shared inbox, social media, cobrowsing tech, and more. Make the most out of video chat.

Customer Service 98

Customer Service Social Media Technology Technology 98

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. And it’s a two-way street.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Hodusoft

NOVEMBER 27, 2024

In the words of Shep Hyken, world-renowned customer service and CX expert, researcher, award-winning keynote speaker, and a New York Times and Wall Street Journal bestselling author, “There is a big difference between a satisfied customer and a loyal customer.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Fonolo

NOVEMBER 15, 2017

VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Nate Brown manages the contact center for UL EHSS, providing guidance to a cross-functional team of leaders and facilitating change to improve the overall customer experience. VP’s & Directors of Web/Social Media. Shai Berger.

Customer Service 100

Customer Service Contact Center Social Media Education 100

Fonolo

NOVEMBER 9, 2017

News of poor customer service reaches more than twice as many ears as praise for good service, so reducing the number of negative interactions is integral to a brand’s reputation. Although most companies understand this, they continue to leave customers on hold. VPs & Directors of Customer Experience.

Customer Service 59

Customer Service Social Media Contact Center Education 59

Zendesk

SEPTEMBER 15, 2023

Over the last year, the impact of AI on customer service has been massive. Many customer experience applications and workflows can be optimized with AI–but not all AI solutions are tailored to customer experience. Generative AI: Discover the next wave of AI innovation—Generative AI. Hosted by Allie K.

AI 52

AI Innovation CX Customer Experience 52

Shep Hyken

JUNE 14, 2022

Trends That Will Affect Customer Service and Customer Experience. Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and consulting firm. Shep Hyken is a customer service and experience expert,?

AI 57

AI Innovation Customer Service Business Growth 57

Fonolo

NOVEMBER 21, 2017

VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Nate Brown manages the contact center for UL EHSS, providing guidance to a cross-functional team of leaders and facilitating change to improve the overall customer experience. VP’s & Directors of Web/Social Media. Shai Berger.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

Shep Hyken

OCTOBER 4, 2022

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). What can customer service teams learn from soccer teams?

Sports 57

Sports Social Media B2C Gaming 57