Execs In The Know

MARCH 16, 2023

It’s a subject Roku’s Director of Customer Care, Commerce, Mark McKercher, and VXI’s VP of CX Advisory Services, Cheryll Aganda, recently touched on during their speaking engagement at the 2023 Customer Response Summit in Austin, Texas. Mark: Organizations talk a lot about innovation but struggle to get stakeholder buy-in.

Contact Center 97

Contact Center Innovation AI Technology 97

Chip Bell

DECEMBER 4, 2018

Innovative service is a blend of these same two sentiments. As customers, we all want service that is good—meaning it successfully fulfills our needs or accomplishes the outcome we seek. “I It is a powerful concept for innovative service. What would your customer’s service experience be like if it was sprinkled?

Customer Experience 44

Customer Experience Innovation B2C Customer Service 44

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. H-E-B is a Texas-based supermarket chain that has been termed the “smartest supermarket” by Forbes itself.

Customer Experience 52

Customer Experience Text Analytics Hospitality Hospitality 52

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

CX 76

CX Finance Start-ups Voice of the Customer 76

Execs In The Know

MAY 4, 2023

Their eye-catching designs, innovative features, commitment to safety, and boundless fun factor create an experience that is second to none. I started on the sales side and represented Texas and that’s where the magic opportunity came for me to move into CX. Magazine as one of the fastest-growing companies in America.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Customer Bliss

MAY 15, 2018

Bell , the best selling author of the 9 1/2 Principles of Innovative Service , and many other customer service oriented books. Chip is also a customer service keynote speaker who educates organizations on how to create a customer-centric culture. I was shocked when I moved to Texas. Others Deserve Your Best.

Innovation 44

Innovation Education Start-ups Customer Service 44

Gainsight

AUGUST 3, 2023

This can’t-miss event for all Customer Success, Product, Community, and Customer Education enthusiasts features not one, but two exclusive gatherings in New York City on September 28th and in Austin, Texas on October 19th. Learn to Leverage AI: The power of AI in digital strategy cannot be ignored.

AI 52

AI Actionable Insights Gaming Education 52

Chip Bell

JULY 16, 2019

Customers who feel loved come to your business to get a great service experience; customers who aren’t loved come to your business to get a great customer experience. The loved customer needs accuracy, efficiency, results, delivered in a fashion they find delightful. Read that line again.

Education 55

Education Age of the Customer Customer Experience Innovation 55

ClearAction

MARCH 20, 2020

When you manage to expectations, you’re managing customer experience. This is why ratings fall short in capturing your customers’ world. Like outcomes-based selling, knowing your customers’ intended outcomes gets you out of the weeds of features and interactions. Qualitative Over Quantitative.

Voice of the Customer 62

Voice of the Customer VOC Contact Center Technology 62

ClientSuccess

OCTOBER 10, 2018

Customer Success starts and ends with helping others realize value. 2) From : Vic Kasoff , Director of Customer Experience | Company : NarrativeDx | Location : Austin, Texas. 3) From : Sara Masson , Senior Customer Success Manager | Company : Loopio | Location : Toronto, Canada.

Start-ups 70

Start-ups Business Consulting Customer Relationship Management Engineering 70

Qualtrics

DECEMBER 9, 2020

the chief patient experience officer at CHRISTUS Health. From humble beginnings to leading an innovative patient experience team at one of the world’s top 10 Catholic healthcare systems, Cristobal offers a unique perspective on the transformation of patient experience in not only healthcare but other industries as well.

Healthcare 52

Healthcare Construction Innovation Technology 52

ClientSuccess

OCTOBER 17, 2018

. ————————————————————————————————— 1) From : Vic Kasoff , Director of Customer Experience | Company : NarrativeDx | Location : Austin, Texas.

Start-ups 56

Start-ups Customer Relationship Management Innovation Customer Relationship 56

Chip Bell

DECEMBER 18, 2018

About the same time that I moved from Texas to Georgia, the boot dealer in Fort Worth with whom I traded went out of business. What if the total survival of your unit, department, or organization depended on your customers’ assessment of your processes? It is mostly about Gloria. But, I am getting ahead of myself.

B2C 40

B2C B2B Customer Experience Innovation 40

Qualtrics

APRIL 12, 2021

In a remote part of west Texas, under an ancient limestone mountain, one of the largest clocks on earth is under construction. The post Former Amazon VP Bill Carr: ‘Working backwards is the way to create breakthrough innovation’ appeared first on Qualtrics. Early reflections. Listen to our full conversation with Bill. Listen Now.

Innovation 26

Innovation Construction Start-ups Technology 26

Qualtrics

MAY 23, 2019

Chief Customer Officer (CCO). Also known as : VP Customer Experience, Chief Customer Experience Officer, Head of Customer Engagement. It’s a relatively new role still, with the first CCO role believed to have been created by Texas Power and Light in 1999. What do they do? Chief Product Officer.

Close the Loop 39

Close the Loop Finance Customer Acquisition Customer Feedback 39

ClientSuccess

AUGUST 24, 2018

From : Vic Kasoff , Director of Customer Experience. Location : Austin, Texas. As I prepared for the Certified Patient Experience Professional exam, this book helped me put great patient experience into perspective, as well as highlight meaningful tricks Disney uses to ensure a memorable and impactful interaction with clients.

Hospitality 40

Hospitality Hospitality Customer Relationship Management Innovation 40

1 to 1

FEBRUARY 1, 2024

Customer Contact Week (CCW) Austin, an event series dedicated to elevating professionals within the customer service industry, successfully concluded on January 25th in Austin, Texas. The event centered its focus on the transformative role of artificial intelligence (AI) in shaping the customer experience (CX) landscape.

AI 26

AI Artificial Intelligence Innovation CX 26

Qualtrics

SEPTEMBER 1, 2020

It’s been working terrifically well,” said Ernie Fernandez, Chief Innovation Officer at University of Miami. “We In Fort Worth, one of the largest school districts in Texas is preparing for the 2020-21 school year. As case numbers rose across Texas and the rest of the country, that number’s shifted.

Education 26

Education Technology Technology Start-ups 26

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Outside In: The Power of Putting Customers at the Center of Your Business”.

Customer Experience 119

Customer Experience Retail Gaming B2C 119