Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Micah even discusses how technology has and will change the guest experience.

Hospitality 133

Hospitality Hospitality Retail Engineering 133

Fonolo

NOVEMBER 13, 2018

Now in its seventh year, Smart Customer Service shines a spotlight on the innovative ways CS technologies are shaping our lives and changing how CS professionals do business. Where: Washington, DC. Follow Smart Customer Service on Twitter here. . VPs & Directors of Customer Service. When: April 29-May 1, 2019.

Customer Service 108

Customer Service Contact Center Innovation Social Media 108

The Success League

OCTOBER 30, 2024

However, two other large pieces to consider are technology & training. Technology to provide your team with the tools they need and to support any digital CS efforts. If youre all set on your headcount plan, here are some ideas for planning for technology and training. Tips for Technology 1. Tips for Training 1.

Technology 52

Technology Technology Finance Education 52

Bill Quiseng

JULY 28, 2014

Marriott Hotel in Washington, D.C., Marriott’s leadership mantra, ““Take care of your employees, and they’ll take care of your customers.” And when you read his bio you will see that Ben and I both share a commitment to engaging associates to help build an exceptional customer experience. . its 4000th.

Customer Service 126

Customer Service Social Media Start-ups Customer Experience 126

Aquire

DECEMBER 16, 2021

How do you gain loyal customers? If you want to build customer loyalty and create an unforgettable customer experience, you need to make your customers feel good. A pleasant surprise makes a happy customer, keeping them guessing and relationships fresh. Provide great customer service.

Customer Loyalty 98

Customer Loyalty Social Media Omnichannel Customer Journey Map 98

Qualtrics

AUGUST 25, 2020

A year ago, Vancouver Public Schools — a large school district in Washington State that serves over 23,000 students — was confronting some serious budget cuts. When the pandemic struck Washington, the district had to quickly figure out how to teach its students remotely and ensure that they all had the technology they needed to do so.

Machine Learning 39

Machine Learning Education Start-ups AI 39

Beyond Philosophy

MAY 18, 2018

Furthermore, the NY Times goes on to lay blame on lenient policies in Washington for technology companies that allow them to grow into monopolies. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Transportation 118

Transportation Retail Management Consulting Technology 118

Taylor Reach Group

APRIL 25, 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. And learn more about exciting new technology that’s revolutionizing customer experience. Customer Experience World – May 15-16, Victoria, London.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

Comm100

MARCH 9, 2022

As consumers move further online and competition becomes fiercer, improving credit union member engagement should be at the top of every priority list – and it all starts with the credit union member experience. . In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience.

Omnichannel 96

Omnichannel Social Media Start-ups Innovation 96

Taylor Reach Group

MARCH 26, 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. This event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate the customer experience.

Contact Center 51

Contact Center Artificial Intelligence Customer Experience CEM 51

Taylor Reach Group

AUGUST 29, 2017

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. Enriching CX through continuous Improvement and Engaging Technology. Technology, Tools & Strategies to Propel Success. By: Sarah Hill – Stapley.

Contact Center 48

Contact Center Customer Experience CEM Compliance 48

Taylor Reach Group

JANUARY 21, 2019

Prior to relocating to Washington, DC, Rosetta was appointed Chief Customer Service Officer for 5th largest city in the U.S., Rosetta is a highly sought-after customer experience management thought leader and speaker. Media Contact: For more information on The Taylor Reach Group, Inc.

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

InteractionMetrics

APRIL 4, 2019

April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. In addition, she’ll moderate a panel on how to improve customer service in omni channel environments.

Customer Experience 40

Customer Experience CRM Technology Technology 40

CX Journey

MARCH 14, 2017

Image courtesy of aliceheiman No customer experience budget? I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience. Everything you do is (for the) customer experience.

CX 59

CX Innovation Technology Technology 59

Experience Investigators

OCTOBER 8, 2024

Once a month, we check in to find out what’s happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from. Exploring beyond the aisles, we touch on how technology is redefining the art world and reshaping luxury preferences. But is it safe?

CX 52

CX Entertainment Retail Innovation 52

Intercom

JANUARY 5, 2023

He’s a keynote speaker, adviser, and co-author of several books on the subject, including the provocatively titled The Best Service is No Service , Your Customer Rules , and his latest The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. A lot of organizations don’t do that.

Customer Experience 69

Customer Experience CX Contact Center Start-ups 69

Taylor Reach Group

APRIL 9, 2018

How can we do this without investing in expensive technology, costly consultants and with no additional resource bandwidth? I should note the city in question wasn’t Washington DC. In our business lives, however, we can often fail to see or understand the causal events that are making our lives miserable. Well, that did it.

Contact Center 88

Contact Center Gaming Sales Technology 88

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

The Success League

JANUARY 9, 2025

Most companies have at least 2-3 groups of customers who behave in different ways and need different things from the customer experience. Both of those things need to be balanced to create customer segments that make sense for both your customers and your company.

Transportation 52

Transportation Touchpoint Finance Healthcare 52

Customer Experience Matrix

DECEMBER 1, 2017

Don’t think this hasn’t occurred to certain (perhaps most) people in Washington. In-store technology such as beacons and wifi track behaviors even more precisely, and I’ve seen some fascinating (and frightening) claims about visual technologies that capture peoples’ emotions as well as identities. Lack of unified customer data.

Artificial Intelligence 59

Artificial Intelligence Government Entertainment Retail 59

Lightico

JULY 8, 2021

Auto Finance events and conferences are a great place to learn more about the innovation of lending in different aspects of the auto finance industry an improve customer experience in auto finance. Such as regulatory impacts, fintech issues like AI and other emerging technologies. . When: October 25-27, 2021, Washington, DC.

Finance 52

Finance Compliance Retail Innovation 52

Intercom

NOVEMBER 30, 2023

But while computing technology has evolved tremendously in the past few decades, we can’t say the same about phones, or at least about the way we use them in business. Now, our customers don’t have to outsource their phone support software. In the best versions of that, it can be a very solid experience.

Start-ups 98

Start-ups Technology Technology Gaming 98

Customer Experience Matrix

MAY 24, 2016

I snuck down to Washington DC yesterday for a few hours at the CRM Evolution conference, where a critical mass of industry experts triggered a chain reaction of interesting thoughts. The first was that customer systems should read most data directly from the system that created it rather than loading that data into a master database.

CRM 54

CRM Social Media Technology Technology 54

Qualtrics

JANUARY 21, 2021

The primacy of the humans using the product or service was further engrained through a year of customer support experience with a small Seattle software company. It was the daily interfacing with users, some delighted and others disappointed, that crystallized the idea of customer experience as the driver of success.

Gaming 26

Gaming Customer Service Customer Experience Technology 26

1 to 1

FEBRUARY 25, 2021

and while there’s plenty of coverage about supply, distribution and clinical aspects, the customer experience side of vaccine rollout is often overlooked. We wanted to find out what it was really like, so we asked people with different circumstances about their end to end vaccine experiences.

Hospitality 26

Hospitality Hospitality Healthcare Start-ups 26

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Take responsibility.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Fonolo

JANUARY 22, 2020

Next Generation Customer Experience, Indian Wells. Adobe Experience Summit, Las Vegas. Customer Experience Strategies Summit, Toronto. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft. Smart Customer Service, Washington DC. X4 Experience Summit , Salt Lake City.

Customer Service 129

Customer Service Contact Center CX Education 129

Buyer Persona

NOVEMBER 29, 2020

The expedition lasted until their return in the fall of 1806 to Washington D.C. The last 20 years seeing an explosion of new behaviors and technologies revolutionizing buying. We are now experiencing the next generation of buyers who have known nothing but the Internet and new digital technologies. .

Finance 101

Finance Sales CRM Technology 101

Intercom, Inc.

APRIL 21, 2022

But while computing technology has evolved tremendously in the past few decades, we can’t say the same about phones. From toll-free numbers to mobile technology. Liam Geraghty: By the 1960s, more sophisticated dialing technology had arrived and would start to shape phone support as we know it today. Yes, that’s fine.

Start-ups 118

Start-ups Gaming Technology Technology 118

Comm100

AUGUST 23, 2018

Starbucks’ mobile app has other interesting features that further improve the customer experience, including digital tipping, Shake to Pay, and a rewards system that incentivizes purchases by offering free food and drinks. The app even tells customers the songs playing in-store and lets them save the music to a playlist on Spotify.

Customer Service 45

Customer Service Hospitality Hospitality Omnichannel 45