CX Accelerator

NOVEMBER 26, 2021

We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. Back To CX Accelerator Blog. Nate Brown.

Hospitality 182

Hospitality Hospitality Healthcare CX 182

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Let’s continue.

AI 194

AI CX Customer Experience Artificial Intelligence 194

Bill Quiseng

JANUARY 26, 2023

In hospitality, your people are NOT your most important assets. Ultimately, success in hospitality is all about interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills. There are a lot of people wanting to enter the hospitality business. The right people are.”

Hospitality 88

Hospitality Hospitality Education Retail 88

ECXO

DECEMBER 4, 2024

For instance, in the healthcare sector, Siemens Healthineers ensures hospitals maximize the uptime and performance of diagnostic equipment through dedicated support teams and advanced analytics. Boeing : Boeing provides extensive customer support to airlines purchasing their aircraft.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. Healthcare CX, it seems, is as complicated and convoluted as healthcare compliance. Artificial intelligence humanizes and personalizes healthcare CX.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

Beyond Philosophy

MAY 9, 2019

For example, we did Emotional Signature research for a hospital system. The Next Level of CX Requires More Sophistication and Specifics. In my hospital example, more time spent staring at the computer screen saying, “Uh-huh, uh-huh,” won’t make the patient happy. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Chemi, Eric.

CX 151

CX Net Promoter Score Hospitality Hospitality 151

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Patients don’t care how big the hospital is.

Healthcare 162

Healthcare Pharmaceutical Hospitality Hospitality 162

Customer Bliss

JUNE 20, 2018

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. With a background in hospitality, working in casinos, I chat with Shawn about his transition from hospitality to healthcare. Expand the Horizon of Helping People.

Hospitality 57

Hospitality Hospitality Healthcare CX 57

Futurelab

JUNE 14, 2024

And as an answer, I got a widest smile and a passionate speech about the owners being passionate and empowering the team, how long they are together, how they all work there because they like hospitality and cherish their loyal customers. CX is not an easy industry, but it is certainly rewarding in that sense.

Hospitality 162

Hospitality Hospitality AI CX 162

ECXO

MAY 29, 2024

The Transformative Power of Cross-Functional Teams in Upgrading CX We all know the crazy and competitive landscape we are currently living in, right? This extremely challenging scenario of the modern business environment makes it essential for organizations to prioritize surpassing customer expectations. Let’s make some music!

CX 156

CX Innovation E-commerce Real Estate 156

The DiJulius Group

JULY 11, 2022

Edley’s Restaurant Group is a growing hospitality industry company whose CX obsession has paid off during the COVID-19 pandemic. The post Restaurant Group Obsession to Build a CX Culture Pays Off During Unprecedented Times appeared first on The DiJulius Group. Rapid growth, indeed. Read Full Article.

Hospitality 105

Hospitality Hospitality CX 105

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX. While today both are recovering, businesses are grappling with new realities on the ground—and in the air.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

Bill Quiseng

MAY 3, 2023

customerservice #customerexperience #customerloyalty #custserv #custexp #cx #hospitality When you are Magnificently Boring to CARE, your customers are WOWED and happy, returning again and again, raving to others on social media.

Hospitality 167

Hospitality Hospitality Social Media CX 167

CX Accelerator

APRIL 30, 2018

Lauren Lombard is the Corporate Trainer for a mid-sized company supporting four clients in the travel / hospitality industry. Home To CX Accelerator Blog If nothing else always remember, if you believe what they do is amazing, so will they.

CX 140

CX Customer Journey Map Hospitality Hospitality 140

Zendesk

OCTOBER 6, 2023

Travel and hospitality companies are facing challenges that are impacting their ability to deliver quality customer service, including labor shortages, rising service costs, lagging transformation to digital, and customers who are increasingly demanding hyper-personalization.

Hospitality 52

Hospitality Hospitality CX Customer Service 52

Customer Bliss

MARCH 1, 2018

How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky , Chief Patient Experience Officer at Cedars-Sinai , who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together.

Hospitality 61

Hospitality Hospitality Business Administration Healthcare 61

Bill Quiseng

FEBRUARY 21, 2024

Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. customerservice #customerexperience #customerloyalty #custserv #custexp #cx It’s an elective for the B2B or the online/digital industry.

CX 88

CX B2C Hospitality Hospitality 88

Taylor Reach Group

FEBRUARY 6, 2020

I regularly receive surveys from our regional healthcare provider, owner of all local hospitals and many medical offices. To find out more about how Taylor Reach can help your company with using CX data effectively, CLICK HERE to schedule a free consultation. They assure me they are hanging on my every word.

CX 118

CX Hospitality Hospitality Healthcare 118

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Differences in CX understanding, capabilities, style, and approaches do so too. How does CX maturity stack up? The CX divide – what sets countries apart?

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

Steven Van Belleghem

MARCH 1, 2023

The amazing part is that what started as a 11-bed hospital in the seventies has now grown into a conglomerate, the Aravind Eye Care System. The post A story about Indian Customer Culture: Impactful CX in turbulent times appeared first on Steven Van Belleghem.

Hospitality 98

Hospitality Hospitality CX Agriculture 98

Execs In The Know

JANUARY 29, 2023

A relentless focus on exceeding customer experience (CX) is the founding principle behind everything CX leaders do. Kicking off on March 1, 2023, we’re taking CRS to Austin, Texas, to explore “Creating Moments That Matter” with our global community of CX leaders. Why does attending CRS matter more than you think?

CX 90

CX Hospitality Hospitality Actionable Insights 90

The DiJulius Group

MARCH 6, 2025

Read Full Article The post 194: Current CX and EX Happenings appeared first on The DiJulius Group. He emphasizes the importance of maintaining a positive employee mindset, the challenges faced by the younger workforce, and the significance of service aptitude in delivering exceptional customer service. DiJulius advocates for comprehensive.

CX 52

CX Customer Service Customer Experience Hospitality 52

Fonolo

NOVEMBER 19, 2020

Our recent survey included responses from over 540 enterprise executives from around the world representing a wide range of industries, including insurance, health care, government, retail, e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities. Improve CX. Happier customers. Better metrics.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Customer Bliss

NOVEMBER 6, 2018

Jude Children’s Research Hospital which I visited a few weeks ago. Jude Children’s Research Hospital. CustExp #CX Click To Tweet. CustExp #CX Click To Tweet. Jude Children’s Research Hospital, visit stjude.org. . On Getting Honest Feedback. To learn more about St.

Hospitality 76

Hospitality Hospitality Non-Profits Touchpoint 76

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Before becoming the Chief Patient Officer at Cedars-Sinai, he was the program coordinator for the oncology program at Northside Hospital in Atlanta.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

Beyond Philosophy

JUNE 27, 2019

For example, we worked with a hospital system that had learned its patients wanted more time with their doctors. The hospital took this at face value and planned to increase the length of each doctor/patient interaction, at a significant cost. Are You Ready for Facial Recognition Technology in Your CX?

Net Promoter Score 138

Net Promoter Score Hospitality Hospitality Customer Loyalty 138

Execs In The Know

MARCH 10, 2025

Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. How to scale artificial intelligence (AI) without losing the human touch, how to build resilient service models, and how to drive meaningful CX transformation in a rapidly shifting market. The takeaway?

CX 94

CX AI CX Transformation Artificial Intelligence 94

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Tuesday, June 25 2:15 – 4:45 p.m Master-class Level Workshop. in the Montego AF Room of the Mirage Event Center.

Hospitality 140

Hospitality Hospitality Contact Center AI 140

Bill Quiseng

FEBRUARY 7, 2024

Welcome to CX 101. Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. customerservice #customerexperience #custserv #custexp #cx It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. You met their expectations.

CX 78

CX Hospitality Hospitality B2C 78

Qualtrics

JULY 18, 2019

If this many people are spending money on travel and tourism, hospitality professionals must provide customers with an excellent guest hospitality experience to keep them coming back and to grow their businesses. The Big Data trend in hospitality. Using X-data in hospitality. trillion USD. Request Demo.

Hospitality 45

Hospitality Hospitality Artificial Intelligence CX 45

Execs In The Know

MARCH 21, 2023

Marriott is the world’s largest hospitality company, with a powerful portfolio of 8,000+ hotels in 139 countries. When thinking about what your associates truly want, perhaps it’s time to take a different approach to look for those moments that matter and follow Marriott International’s model of practicing employee hospitality.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

Customer Bliss

JUNE 28, 2018

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Hospitality 42

Hospitality Hospitality Customer Experience Healthcare 42

Customer Bliss

MAY 30, 2017

He had several interesting takeaways on customer experience management and transforming CX throughout this interview; I’d encourage you to listen to the entire episode when you get some time. Transforming CX in three segments. Always interesting to see how CX teams are structured. About Claudiu. Alliterative!

CX 48

CX Healthcare Hospitality Hospitality 48

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . Vishal Bhalla, CXO, @Parkland #CX Click To Tweet. Interview team members.

Hospitality 64

Hospitality Hospitality CX Customer Experience 64

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming year. Explore Contact Center Trends for 2021. Watch the full video on YouTube ?.

Contact Center 142

Contact Center Customer Experience AI Hospitality 142

The DiJulius Group

APRIL 11, 2023

“We are a customer-first organization” “Treat customers the way you want to be treated” “Exceed customer’s expectations” “Going above and beyond is our standard” “We deliver genuine hospitality” Leaders love to throw around platitudes when it comes to customer experience, and all of these are great mantras.

CX 64

CX Hospitality Hospitality Customer Experience 64

Customer Bliss

AUGUST 4, 2015

Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. CX work is as much about knowing what motivates people as it is about getting the job done. This is sometimes seen in hospitality or in the distribution businesses. That’s where the power core comes in.

Pharmaceutical 79

Pharmaceutical CX Hospitality Hospitality 79