eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 263

Customer Experience Innovation CX Customer Satisfaction 263

Confirmit

DECEMBER 12, 2018

A couple of weeks back, we headed to sunny Stockholm to chat all things Customer Experience alongside other CX aficionados at the CX Transformation: Nordics event. The event brought together speakers from the likes of Sky, Uber and of course Confirmit, to discuss the transforming CX horizon.

CX Transformation 49

CX Transformation Technology Technology CX 49

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. Still, the largest chunk (20%) sit in Information Technology (IT).

CX 130

CX CX Transformation Government Start-ups 130

Zendesk

FEBRUARY 25, 2021

How do you determine which tools and technology to invest in without breaking the bank? In a report from Forrester, The ROI of CX Transformation, you’ll learn fresh ideas and best practices around how to increase revenue and reduce costs to serve customers.

CX Transformation 52

CX Transformation CX Technology Technology 52

Lumoa

JANUARY 9, 2018

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. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Execs In The Know

MARCH 13, 2025

It was a call to action for an industry navigating uncharted waters in personalization, technology, and guest experience. The Triangle of Death and the Road to CX Transformation As captivating as it is to talk about the future, Stokes didnt shy away from the challenges that have plagued the industry.

Hospitality 52

Hospitality Hospitality Touchpoint Contact Center 52

ECXO

MAY 11, 2023

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. You must first have a clear understanding of your current level of CX maturity in terms of your CX,your products and services design.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Don’t be afraid to invest in technology to get the job done more effectively. Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. About Alvin Stokes.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

CX Journey

FEBRUARY 14, 2018

I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!) CX is not a standalone effort Listen. It's all CX! Why are customer experience transformation efforts failing? What's the reason for that?

CX Transformation 46

CX Transformation CX Voice of the Customer Customer Experience 46

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. When it comes to #CX work, be sure to think things through.

CX Transformation 51

CX Transformation E-commerce CX Data Mining 51

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. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. Choosing the right CX vendors is a challenge because there are so many options on the market.

CX 97

CX CX Transformation Customer Experience Start-ups 97

Customers That Stick

NOVEMBER 10, 2014

Based on current technological trends, it seems unlikely that this trend will weaken with time. Getting Employee Buy-In for Your #CX Transformation - You’ve constructed the greatest customer experience. Thinking about omnichannel ideas has me pondering whether the next buzzword will be omnipresent ? Someone Was Listening.

Omnichannel 147

Omnichannel Construction CX Transformation Customer Service 147

Confirmit

OCTOBER 9, 2017

In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Start narrow, not broadly: So often Customer Experience (CX) programs try to change the world overnight – and it takes a rare company to manage such a broad scope successfully.

Gaming 56

Gaming Technology Technology CX Transformation 56

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

Customer Bliss

JULY 26, 2018

Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado. 3 Steps to Initiating A CX Communication Strategy. When first starting in your new #CX leadership position, form supportive partnerships. CX #CustExp Click To Tweet.

Government 44

Government CX Transformation CX B2B 44

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

Execs In The Know

APRIL 8, 2024

As the attendees and I gathered, it became evident that many were grappling not just with the challenges of a rapidly evolving technological landscape, but with a broader issue: uncertainty fatigue. The remedy, however, isn’t grasping for the “right” technology – it’s a holistic approach that places humans at the center.

CX 52

CX CX Transformation Technology Technology 52

Beyond Philosophy

APRIL 21, 2021

In this episode, we speak with Jason Ten-Pow , President of ONR CX and author of the new book UNBREAKABLE: A proven process for building relationships with customers , about how to build deeper and profitable relationships with customers. 27:35 Ten-Pow reveals the key to implementing successful CX Transformation processes: Pace.

CX Transformation 78

CX Transformation Management Consulting CX Customer Experience 78

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. So what does it look like today and who are the brands achieving it?

Artificial Intelligence 98

Artificial Intelligence Machine Learning Innovation CX 98

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

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

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

Execs In The Know

APRIL 8, 2022

Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience. How Fanatics Activated Its CX Data Superpowers. CX Transformation Secret Revealed: The Hero Is Your Customer!

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX 98

Customer Bliss

APRIL 12, 2019

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. The secret sauce of a successful CX transformation is to have internal engagement.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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. The businesses that were in the digital CX transformation phase have fast-forwarded their progress.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

Customer Bliss

OCTOBER 17, 2018

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO. CustomerExperience #CX Click To Tweet.

CX 52

CX CX Transformation Gaming Start-ups 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 There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Confirmit

OCTOBER 9, 2017

In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Start narrow, not broadly: So often Customer Experience (CX) programs try to change the world overnight – and it takes a rare company to manage such a broad scope successfully.

Gaming 40

Gaming Technology Technology CX Transformation 40

Customer Bliss

FEBRUARY 23, 2018

This is a fundamental step; it’s absolutely critical when starting your CX transformation. Using technology to streamline transactions with customers is a big portion of employee training and sales floor operations. I also like Best Buy’s realistic approach to CX transformation. CX Click To Tweet.

CX Transformation 66

CX Transformation Retail Education CX 66

CallCare

MAY 9, 2023

Integrating digital tools, embracing new technologies and making use of data-driven insights could be essential to achieving your goals. As technology advances, they expect faster, more consistent experiences with the companies they interact with. What is customer experience transformation?

Customer Experience 52

Customer Experience CX Transformation Omnichannel Innovation 52

Execs In The Know

MARCH 25, 2022

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. The post Achieving Business Continuity: An ABC Strategy for CX Leaders appeared first on Execs In The Know.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

Customer Bliss

MARCH 22, 2018

Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. As the going gets rough and you’re in the trenches with CX transformation, this list will be a friendly reminder with advice to help keep your head in the game.

Finance 51

Finance CX CX Transformation Healthcare 51

CX Journey

MAY 29, 2018

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. It was a lively discussion to kickoff the day, as we talked about customer experience, journey mapping, digital transformation, print, and, of course, fax machines!

Customer Experience 50

Customer Experience CX Transformation Legal Government 50

Qualtrics

JUNE 20, 2019

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. So that’s where my CX journey started – in an industry where things were always on a knife edge. On engaging Postmasters in the CX mission.

CX 44

CX Hospitality Hospitality NPS 44

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Learn More about the role of AI in CX.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Customer Bliss

MARCH 8, 2019

Mark’s B2B experience in technology and engineering have shown him that too many times, engineers and developers build products, only to be disappointed in the end when nobody uses them in the way it was intended. Lastly, Implement New Technology. Mark Bartlett, @fpx Click To Tweet. Start with the People, Then the Process.

B2B 55

B2B B2C Engineering CX 55