Qualtrics

MAY 22, 2019

In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. In order to create an extensive overall customer and brand experience , companies must utilize customer service best practices in social media.

Social Media 40

Social Media Entertainment Education Actionable Insights 40

Shep Hyken

JULY 12, 2021

DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t overdo digital to the extent that customers can’t reach a live agent when necessary. Why would customers stay loyal to brands that are slow or can’t offer help?

Customer Service 116

Customer Service Retail Entertainment Social Media 116

Steven Van Belleghem

DECEMBER 14, 2021

They are using powerful technologies such as crypto currencies, where they can create their own powerful economies, social tokens to facilitate value among a community or online creators, or creating and trading NFTs. So what’s the difference with the former social media era (Web 2.0) and the sharing economy?

CX 104

CX Entertainment Gaming Social Media 104

Steven Van Belleghem

FEBRUARY 17, 2022

Their metaverse project is an interesting blend of entertainment, storytelling, branding and sales enablement. There was an increase of 119% of brand mentions across social media and Wendy’s even won several awards, including eight Cannes Lions. What are your favorite metaverse marketing and CX projects?

Gaming 127

Gaming Entertainment Social Media Transportation 127

Beyond Philosophy

DECEMBER 25, 2017

Case Study: Enhance Your CX With This Technology. With the changes in recent years to move branding strategy to social media channels, the emotional response is more critical than ever. Storytelling is a fantastic tool for entertaining and engaging both your customers and employees.

Net Promoter Score 119

Net Promoter Score NPS Entertainment Social Media 119

Beyond Philosophy

JANUARY 19, 2022

Some say it will combine social media and virtual reality (VR), like a more complex VR chat. While they have to this point largely been dominated by games and entertainment, these immersive technologies are poised to change how people interact with brands’ products and services in more everyday ways. The metaverse.

Entertainment 78

Entertainment Social Media Management Consulting Touchpoint 78

Zendesk

FEBRUARY 16, 2021

According to Zendesk’s Customer Experience (CX) Trends Report 2021 , 65 percent of customers want to buy from companies that offer quick and easy online transactions. Learn more about how CX has changed in your industry and how your business can successfully adapt. Media and Entertainment. Media and Entertainment.

E-commerce 76

E-commerce Entertainment Healthcare Manufacturing 76

CSAT.AI

DECEMBER 16, 2021

This helps to maintain and improve CX while expanding your business. This supports your agents in providing quality CX and protects both sides from emotional stress. As a bonus, it assists in preventing escalations like social media backlash or legal nightmares. Who Is Offshoring. Change Management.

Contact Center 109

Contact Center Entertainment Legal Retail 109

CommBox

JANUARY 4, 2022

And believe it or not, your brand can provide that community to thousands (if not millions) of people across the globe thanks to modern innovations like social media , blogs, and email marketing. Today, most people spend a substantial amount of time on social media. Photo by Duy Pham on Unsplash.

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

CSAT.AI

MARCH 27, 2023

To have these great relationships companies need to create great CX. Using gamification or entertaining methods of asking, along with intelligent timing of the ask, improves response rates. Social listening and behavioral analysis are helpful too. How is your company creating great CX?

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

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

Steven Van Belleghem

OCTOBER 15, 2023

While the parks and experiences division – which includes cruises, live entertainment and theme parks – made up 34% ($29B) of revenue and 66% ($8B) of the operating profit. Create some non-negotiable rules Perhaps one of my favorite Disney features is that they have “non-negotiable rules” in CX.

Entertainment 67

Entertainment Non-Profits CX Gaming 67

Zendesk

JULY 27, 2021

Providing an exceptional customer experience (CX) requires the ability to be nimble and responsive for the long term. Financial institutions should make sure agents have the ability to interact with customers on all the channels they may want to use—including chat and social media—in an organized and efficient way.

CX 52

CX Manufacturing Healthcare Entertainment 52

Steven Van Belleghem

APRIL 20, 2021

Which is why the collected writings of Jeff Bezos – from his unique annual shareholder letters to numerous speeches and interviews – that gather his core principles and philosophy are a gold mine for CX leaders. This ultimate CX classic from 2010 tells the story of Tony Hsieh and his company Zappos. Onstage haters.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Beyond Philosophy

DECEMBER 15, 2022

If so, then you are in the right place because we are going to share the secrets of how to go viral on social media. It needs to have an element of entertainment or engagement that serves those relationship needs between people. It’s not like these motivations came about with social media; we’ve always had them.

Social Media 78

Social Media Entertainment Technology Technology 78

Zendesk

JANUARY 17, 2023

To truly win in retail, CX needs to drive shopper loyalty, trust, and engagement in an authentic way.”. Today’s customers are shopping across more channels—that includes social media. Forbes reports that 37% of Gen Z view shopping as a form of entertainment , and that generation finds their entertainment on social media apps.

Retail 52

Retail Social Media Customer Experience Entertainment 52

Aquire

SEPTEMBER 21, 2021

Hear the full story of how United Airlines used digital transformation to fast-track CX innovation. With this new found agility and funding, Ford was able to turn its attention to creating novel projects such as the cutting edge in-vehicle communications and entertainment systems, Ford SYNC and MyFord Touch. Ford breaks down barriers.

Artificial Intelligence 145

Artificial Intelligence Real Estate Innovation Start-ups 145

CSAT.AI

JANUARY 4, 2023

As you know, it’s important to measure your CX metrics for customer service ROI too. Your digital channels like chat and social media are opportunities. Some customers are drawn by your sales, others by new products or clever, entertaining marketing and some by excellent service. ROI* = net profit – costs.

Net Promoter Score 79

Net Promoter Score Sentiment Analysis Customer Acquisition Entertainment 79

Steven Van Belleghem

NOVEMBER 28, 2023

Social media and the Big Tech ecommerce giants have been personalizing their content and communications for years now, but most other sectors have been found wanting in that area. Once AR technology really takes off (and I think the Vision Pro could play an important role here), it will have a huge impact on all things CX.

CX 62

CX Customer Experience Entertainment Gaming 62

Zendesk

JANUARY 3, 2023

As a result, customer experience (CX) has long been the financial services industry’s top priority. By helping businesses automate simple tasks while learning about customers and their behaviors, AI tools like chatbots can help financial services companies deliver a more personalized and effective CX.

CX 52

CX Finance Artificial Intelligence AI 52

Taylor Reach Group

JULY 17, 2017

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? By: JD Fairweather. Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. Amazon banned shoppers who returned items too frequently.

Machine Learning 251

Machine Learning Customer Experience Artificial Intelligence E-commerce 251

CSAT.AI

MAY 1, 2019

In 2017 the report revealed five of the top ten brands for millennials were in the media and entertainment space with Disney at number one (with another three that crossed over into that: Apple, Amazon and Google). It is clear that media and entertainment brands have the greatest emotive pull for this generation.

Entertainment 52

Entertainment Social Media Sentiment Analysis Omnichannel 52

Aquire

OCTOBER 26, 2021

If there’s one thing that’s accepted as truth in the customer experience world, it’s that CX personalization is a must-do. Thankfully, CX personalization has been tested enough by now that the benefits are crystal clear. We can draw a parallel with ‘why’ CX personalization doesn’t always work. We’ve seen the power. The stalker.

CX 52

CX Artificial Intelligence Entertainment Retail 52

Qualtrics

JANUARY 18, 2016

In fact, Millennials would just prefer that you get out of the way and let them interact with your site, look at what you have to offer, check with their friends, access your social media platforms and decide if you are worthy of their business. And we need to learn to listen in on their conversations on social media as well.

Entertainment 35

Entertainment Social Media Sports Sales 35

Fonolo

FEBRUARY 19, 2019

CX Trends You Need to Watch in 2018 [White Paper]. It’s a dramatic – and sometimes entertaining – reminder of how much frustration and anger is caused by a problem that could actually be solved quite simply. Social Media as a Contact Center Touchpoint. On the Horizon: Customer Service Trends in 2019 [Report]. OnHoldWith.

Contact Center 62

Contact Center AI Artificial Intelligence Entertainment 62

Doing CX Right

JULY 24, 2019

Many customer experience (CX) experts say yes. Stacy, how long have you been writing about CX, in addition to your role at Schindler? I’ve met so many authors and CX experts. So, I started DoingCXRight to share my voice and views while also drive conversation within my blog and on my social media channels.

NPS 40

NPS Net Promoter Score CX Close the Loop 40

Zendesk

DECEMBER 14, 2021

TikTok and CX. The young social media platform is now a cultural force—one that’s growing faster than any other. TikTok’s unique algorithm gives it an advantage over other social media platforms. It was a lime green disaster, an electric green billboard of a couch. Sasha quickly turned another color.

Customer Service 52

Customer Service Social Media Entertainment CX 52

Zendesk

JUNE 21, 2023

Zendesk CX Trends Report 2023 What is brand advocacy? Brand advocacy is when an individual positively promotes your business, usually by word of mouth and on social channels. Brand advocacy boosts your brand awareness and helps your business reach a larger audience than it normally would.

Social Media 52

Social Media Net Promoter Score Education Construction 52

SurveySensum

FEBRUARY 7, 2024

Use analytics tools, customer feedback platforms , and social media monitoring to gain deeper insights into your audience. Incorporate surveys at key touchpoints, utilize social media channels for real-time interactions, and consider employing data analytics to extract valuable insights. How to do it? How To Do It?

Social Media 52

Social Media Entertainment Customer Feedback VOC 52

SurveySensum

SEPTEMBER 25, 2024

Customer service and CX often get mixed up, but here’s the difference: customer service is a reactive approach to managing customer interactions, while CX is a proactive approach to helping customers have a pleasant experience from the onset to the end However, why does it all matter? Here’s why they’re at the top of their game: 1.

Customer Service 52

Customer Service Hospitality Hospitality NPS 52

SugarCRM

FEBRUARY 15, 2022

Everything from thought leadership blog posts to infographics and entertaining videos can consistently bring in traffic and provide engagement opportunities for your audience. Don’t Forget Social Media. Your marketing team undoubtedly has a social media presence.

B2B 49

B2B Social Media Engineering Start-ups 49

CX Journey

DECEMBER 10, 2015

The fiction isn’t meant to be entertaining; it’s meant to provide insight that helps marketers understand their buyers as real people with concrete motivations, desires, and needs. Other data-gathering activities such as data mining, social media usage, etc. If you don’t understand your customers, you can’t sell to them.

Data Mining 45

Data Mining Customer Journey Map Entertainment Social Media 45

VOZIQ

APRIL 14, 2023

You’ll learn how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today’s leading social platforms. Integrate this information into expanded customer profiles. •

Customer Service 40

Customer Service Entertainment B2C CRM 40

VOZIQ

APRIL 14, 2023

You’ll learn how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today’s leading social platforms. Integrate this information into expanded customer profiles. •

Customer Service 40

Customer Service Entertainment B2C CRM 40

SurveySensum

SEPTEMBER 21, 2023

Here’s how you can do it: Know Your Customers: Collect feedback on their purchase history, browsing habits, and social media interactions. Master Omnichannel Support: Engage customers through email, chat, and social media, meeting them on their terms. So why not strengthen customer relationships with personalization?

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

MattsenKumar

MAY 18, 2021

Poor customer experience will do more harm to businesses, hence e-commerce platforms should not shy from investing in CX innovations. Any e-commerce player that is not leveraging live chat, social media support and is not offering unique features like “self-help literature” and “request a call-back” will lose customers.

E-commerce 52

E-commerce Net Promoter Score Engineering Social Media 52

Qualtrics

MAY 6, 2019

More than 3,500 locals have signed up to receive surveys from Dublin City Council up to four times a year on a variety of topics like local arts, entertainment, retail, civic engagement, community and public services. Dublin, Ireland’s “ Your Dublin, Your Voice ” is one example.

Government 30

Government Close the Loop Real Estate Entertainment 30