TeamSupport

MARCH 23, 2021

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty.

B2B 105

B2B Artificial Intelligence Social Media Customer Loyalty 105

Lightico

MAY 2, 2022

Tesla is on a mission to revolutionize the car insurance customer experience. But what Musk is trying to do reflects the broader trend of companies putting the insurance customer experience first. This incentivizes customers to drive more safely, as their driving is directly tied to how much they owe.

Customer Experience 59

Customer Experience Net Promoter Score Innovation Touchpoint 59

Execs In The Know

MARCH 16, 2023

While digital technologies continue to take center stage, achieving successful transformation is as much about people and relationships as it is about automation and AI. Was this your first Customer Response Summit? There’s a new capability or technology vendor at every event. We tried to keep our session honest and grounded.

Contact Center 97

Contact Center Innovation AI Technology 97

Fonolo

JANUARY 8, 2019

From January 20 – 23, 2019, a whopping 3,000 customers, partners, industry analysts, and executives will congregate in Austin, Texas for the event. with the focus squarely on the future of communications experience and its impact on digital transformation. Voice-Powered Technology (VPT). Investing in Agents.

Contact Center 73

Contact Center Artificial Intelligence Social Media Touchpoint 73

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

CX 89

CX CX Transformation Government Management Consulting 89

Beyond Philosophy

DECEMBER 12, 2017

The company is taking aim at a revised store experience for customers. Target has invested $220 million to remodel and renovate 28 stores in North Texas. Among the changes: – Top-to-bottom overhauls, with new design/style elements and product presentations (based on what customers said they liked about Target’s new stores). –

Customer Experience 60

Customer Experience Retail Outlook Construction 60

Qualtrics

AUGUST 18, 2020

All content and comments included in this piece were independently gathered by a Qualtrics representative based on a virtual session presented by the Texas WIC at the National WIC Association Annual Conference in June. No additional content beyond this presentation was provided by Qualtrics or Texas WIC. Customer feedback.

Start-ups 26

Start-ups Customer Experience Management Customer Experience Customer Feedback 26

Customer Bliss

JUNE 8, 2017

1 customer experience blog on the Internet, via a few of the following factors: Google reputation. 1 on their customer experience blog list. Who works on my customer experience blog? I do work with lots of other consultants, both inside customer experience and outside it. Google search ranking.

Customer Experience 40

Customer Experience Social Media Technology Technology 40

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Comm100

MARCH 16, 2022

Employees are often left frustrated as their attempts to improve customer service in government are thwarted. However, even within this complex system, there are many ways that the public sector can improve customer experience (CX) and meet their citizens’ high service expectations. However, this is now beginning to change.

Government 98

Government Customer Service Compliance CX 98

Customer Bliss

FEBRUARY 7, 2017

Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company. From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. Episode Overview.

Technology 64

Technology Technology CX Customer Satisfaction 64

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

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. Now we have technologies that translate audio and video into text and quantification. Whatever is easiest for your customers is customer-centric.

Voice of the Customer 62

Voice of the Customer VOC Contact Center Technology 62

Execs In The Know

APRIL 6, 2023

Here are nuggets of CX wisdom from the recently concluded panel discussion on “Delighting Across the Digital Experience (DX)” at the Customer Response Summit (CRS) held from March 1-3, 2023, in Austin, Texas. Key CX leaders included Carlos Castano (Microsoft), Bit Rambusch (Philips), and Monte Tomasino (Dell Technologies).

Government 52

Government CX Customer Expectations Technology 52

Qualtrics

JUNE 26, 2020

In Texas, the state’s largest city is carefully getting back to business. Technology-enabled contact tracing is key to that effort. Historically, Houston has employed about 25 contact tracers to track down the roughly 80 diseases Texas state law requires to be monitored. Tracking and slowing the spread. We have about 2.3

Technology 26

Technology Technology Compliance Start-ups 26

Execs In The Know

JANUARY 24, 2023

PHOENIX, ARIZONA, US, January 24, 2023 — Global customer experience (CX) industry leader Execs In The Know is taking Customer Response Summit (CRS) to Austin, Texas. The focus of the summit will be PASSION for Customers, the POWER of Technology, and PURPOSE Driven Leadership.

Hospitality 40

Hospitality Hospitality CX Technology 40

Qualtrics

DECEMBER 9, 2020

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. From rural Chile to Texas. CHRISTUS Health patient.

Healthcare 52

Healthcare Construction Innovation Technology 52

Comm100

SEPTEMBER 6, 2022

The importance of customer service is no longer debatable. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. With the need to offer exceptional customer service, choosing the right technology to deliver this is more crucial than ever.

Social Media 52

Social Media Omnichannel Compliance AI 52

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? What do they do?

Close the Loop 39

Close the Loop Finance Customer Acquisition Customer Feedback 39

Gainsight

JANUARY 18, 2021

It began with his company Aeroprise being acquired by a Texas-based company, BMC. This time it was the melding together of experience and product— now known as customer success. Product, Customer Experience, and SaaS. Anand found himself latched on to a product.

VOC 52

VOC Contact Center Start-ups Engineering 52

Qualtrics

SEPTEMBER 1, 2020

Capturing the real-time sentiment and impact on topics like health, technology access, and student engagement has never been more important. So we really didn't want this to be technology first. We wanted it to be human first, but where the technology could help us scale knowing what was in front of us.

Education 26

Education Technology Technology Start-ups 26

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

Intercom

AUGUST 11, 2022

She’s also an advisor, co-hosts the aptly named Human Insight Podcast, and is the author of User Tested: How the World’s Top Companies Use Human Insight to Create Great Experiences. When prioritizing what to work on, consider the impact it can have on your business and the customer experience and the effort involved in fixing it.

Start-ups 59

Start-ups NPS Artificial Intelligence Sentiment Analysis 59

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. But instead, what they did is they went through a very methodical process of thinking about the needs of the target customer. [.] Listen to the complete podcast episode of Breakthrough Builders with Bill Carr.

Innovation 26

Innovation Construction Start-ups Technology 26

ClientSuccess

SEPTEMBER 24, 2019

We’re located in Pennsylvania, Georgia, Colorado, Texas and New Jersey so having open communication and a central “hub” for all our client data is extremely important to our culture. 3) From : Natalie Williams ; Director, Customer Success | Company : SmashFly Technologies | Location : Orange County, California.

Engineering 40

Engineering NPS Start-ups Sales 40