Execs In The Know

MARCH 31, 2025

by Mike Myer, CEO and Founder of Quiq Customer expectations in the airline industry have reached new heights, and delivering a standout experience is no longer optional. How AI Transformed Spirit Airlines’ Operations Spirit integrated AI to address key areas in their Guest Care strategy, with remarkable results.

AI 78

AI Customer Experience Net Promoter Score Legal 78

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. Delivering superior CX (speed, accurate authentication; engaging with virtual assistants).

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Knowmax

MAY 4, 2023

The post Guided Knowledge for CX Transformation: Jupiter’s Success Story appeared first on Knowmax.

CX Transformation 52

CX Transformation CX Customer Service 52

ECXO

MAY 11, 2023

In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. They know that CX maturity is not an end game. But, as we discussed in a recent post, there is still work to do in Europe to improve CX maturity and transition to customer-centric models.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

1 to 1

APRIL 10, 2025

Read full version here: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

Execs In The Know

MARCH 10, 2025

The energy at the Customer Response Summit (CRS) in Clearwater Beach, FL, was unmistakable. Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Leaders walked into sessions with big questions: How do we ensure AI doesnt erode customer trust? The takeaway?

CX 94

CX AI CX Transformation Artificial Intelligence 94

Customer Bliss

JULY 19, 2018

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. When it comes to #CX work, be sure to think things through. Be sure to think things through.

CX Transformation 51

CX Transformation E-commerce CX Data Mining 51

Customers That Stick

NOVEMBER 10, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Omnipresent Customer. The Month in Customer Service Blogging. Customer Service – Which Comes First – the Customer or Your Staff?

Omnichannel 147

Omnichannel Construction CX Transformation Customer Service 147

Lumoa

MAY 19, 2020

While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority. A study by Acquia found that while 82% of marketers feel that they deliver a positive customer experience, only 10% of customers agree with that sentiment. Explore options. Present your case.

CX 97

CX CX Transformation Customer Experience Start-ups 97

Customer Bliss

JULY 26, 2018

He’s been uniting leaders, the C-Suite, and silos across 17 executive branch agencies, in efforts to improve IT functions and streamline CX for the agencies that serve Colorado’s citizens. 3 Steps to Initiating A CX Communication Strategy. CX #CustExp Click To Tweet. CX transformation is not a one-time effort.

Government 44

Government CX Transformation CX B2B 44

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

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Execs In The Know

MARCH 10, 2025

The energy at the Customer Response Summit (CRS) in Clearwater Beach, FL, was unmistakable. Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Leaders walked into sessions with big questions: How do we ensure AI doesnt erode customer trust? The takeaway?

CX 64

CX AI CX Transformation Artificial Intelligence 64

Execs In The Know

JANUARY 15, 2025

PHOENIX, ARIZONA January 14, 2025 Execs In The Know, a global community of Customer Experience (CX) leaders, is thrilled to announce the keynote speakers for its highly anticipated Customer Response Summit (CRS) in Clearwater Beach, Florida, March 3-5, 2025.

Actionable Insights 40

Actionable Insights CX Transformation Innovation Contact Center 40

Zendesk

SEPTEMBER 6, 2022

Given the current volatile and uncertain market conditions, it’s difficult to push for growth and investment in the customer experience (CX). The service landscape may be stark, but we can’t stop making CX a priority and investing in areas where the impact can influence business growth. But don’t do it.

CX 98

CX CX Transformation Customer Retention Sales 98

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more. A big topic of discussion?

Contact Center 97

Contact Center Social Media Hospitality Hospitality 97

Lumoa

MAY 21, 2018

Luckily top management and CEO now understand more often that customer experience is rather a necessity than a cost. However, the back-office functions, like HR or Finance are involved into CX very seldom. Organizational roles in customer experience management. State of CX Management by Temkin. That's fair.

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

Execs In The Know

MAY 6, 2022

New ideas that you can consider for your CX teams. There are very few providers in the market today that can offer a workforce model that blends the power of global gig experts, in-house full-time associates, and CX transformation technology to offer flexible, scalable, and on-demand CX services.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. 3-Stage Approach to A New CX Transformation.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Logicalware

AUGUST 18, 2023

Regardless of your industry, location, or experience with AI, Puzzel’s half-day virtual event, Elevate ’23 , on November 7 th , holds tremendous learning, insights, and networking opportunities specifically tailored to help you design your customer engagement strategy in 2024 and beyond. Don’t get left behind!

AI 52

AI CX Artificial Intelligence CX Transformation 52

Execs In The Know

MARCH 25, 2022

Achieving business continuity — or ABC for short — can be challenging for customer support organizations. While the pandemic certainly highlighted the need for more resilient support models, CX leaders have always struggled to forecast support volume with 100% accuracy and quickly scale operations to meet rapidly rising customer demand.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX Some hints: big data, omnichannel, personalisation, AI and organizational culture.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Customer Bliss

FEBRUARY 23, 2018

This is a fundamental step; it’s absolutely critical when starting your CX transformation. Best Buy is looking at their employees as an investment, which goes back to my first core competency: treat your customers as assets. I also like Best Buy’s realistic approach to CX transformation.

Retail 66

Retail CX Transformation Education CX 66

CallCare

MAY 9, 2023

Read on to find out how you can transform customer experience, at the same time as streamlining processes within your business. What is customer experience transformation? Customer experience (CX) transformation is the practice of optimising each and every customer interaction with your company.

Customer Experience 52

Customer Experience CX Transformation Omnichannel Innovation 52

Customer Bliss

MAY 31, 2018

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Antonio’s previous experience showed him that companies in B2B tech fields don’t often think about CX. About Antonio Sustas.

B2B 42

B2B CX CX Transformation Government 42

SurveySensum

SEPTEMBER 14, 2020

Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. . Which is why Digital CX Transformation is required. Customer behavior has changed due to the pandemic. Their biggest challenge is to keep up with the existing customer base.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

Execs In The Know

APRIL 22, 2024

There was a time when we thought CX technology was evolving steadily—but it turns out, it was actually quite stagnant until very recently. This rapid evolution means that the industry buzzword “transformation” is itself transforming. The post The New Transformation appeared first on Execs In The Know.

Artificial Intelligence 98

Artificial Intelligence Machine Learning Innovation CX 98

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

CX Journey

MAY 29, 2018

Image courtesy of Quadient Are you communicating with customers in their preferred methods? That's only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient's third virtual CX Transformation Day. The discussion is fast-paced, fun, and thought-provoking.

Customer Experience 50

Customer Experience CX Transformation Legal Government 50

Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . 7 Customer Experience Insights You Can Apply to Your Organization. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

CX 48

CX Social Media NPS Customer Loyalty 48

Customer Bliss

DECEMBER 14, 2018

Today’s episode, which many of you seemed to enjoy, features Amanda Sachs , General Manager, Customer & Partner Experience at Microsoft. This focus on the customer first has really taken things to a new level for the organization, “to a level of maturity that’s well beyond what we ever could’ve done in the past.

CX 48

CX Voice of the Customer CX Transformation Engineering 48

Qualtrics

JUNE 20, 2019

So how does the Post Office deliver high-quality and consistent customer experience across such a varied set of branches? The person in charge is James Scutt, a former chef who’s bringing some of the lessons learned in the kitchen to bear on Post Office’s nationwide CX transformation. On engaging Postmasters in the CX mission.

CX 44

CX Hospitality Hospitality NPS 44

SugarCRM

MARCH 17, 2022

Top industry experts consider CX transformation projects the primary fuel that drives business growth in the last 12 months. Nevertheless, disruptions caused by the pandemic in the last year revealed a lack of holistic, real-time view of the customer journey.

CRM 52

CRM Artificial Intelligence Machine Learning Innovation 52

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What is customer experience in banking?

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

Lumoa

MAY 21, 2018

Luckily also the top management and the CEO now understand more often that customer experience is rather a necessity than a cost. However, the back-office functions, like HR or Finance are very seldom involved in CX. Organizational roles in customer experience management. State of CX Management by Temkin. That's fair.

Customer Experience 60

Customer Experience Invoicing Finance Net Promoter Score 60