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

Shep Hyken

DECEMBER 27, 2022

.” “Use positive customer feedback to inspire your workforce, reward those delivering excellent experiences, and drive innovation.” Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Healthcare 111

Healthcare VOC Customer-Centric Organization Voice of the Customer 111

PeopleMetrics

OCTOBER 25, 2017

If you’re not investing in CX, it’s very likely that your competitors are. The stage has been set – now let’s jump right into the top 12 Reasons to Invest More in Customer Experience (CX): 1. Time to set new customer experience goals. CX is not as fluffy as it may seem. Ready to take your CX program to the next level?

CEM 122

CEM Customer Experience VOC Government 122

Shep Hyken

JULY 19, 2021

Standing still at any point means competition, innovation, and more will eventually surpass you. eWeek) Whether it’s an e-commerce giant like Amazon or a local shoe repair shop, great customer experience (CX) is a key factor that differentiates a business from its competitors. It is a continuous journey. Follow on Twitter: @Hyken.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The organizations that can’t hold onto their best people are seeing it negatively impact the CX.

Customer Experience 130

Customer Experience AI Outlook CX 130

Steven Van Belleghem

FEBRUARY 17, 2022

In the first half of 2021, customers could visit Nike’s flagship store ‘House of Innovation’ in New York and engage in interactive and fun activities in a virtual recreation of Smith Rock State Park in Oregon through their mobile phones and other virtual and augmenting tools. “We So, that’s it for now.

Gaming 127

Gaming Entertainment Social Media Transportation 127

Customer Bliss

SEPTEMBER 12, 2017

After landing on Time Magazine’s Best Inventions of 2007, Rachael left New York City for Silicon Valley to be closer to the heart of technology innovation. When she’s not staying up-to-date the latest technology trends in the CX field, you can find her engaged in a DIY project that usually involves spray paint. .

CX 0

CX B2B Technology Technology 0

Experience Investigators

MARCH 26, 2024

Additionally, we unpack expectations for New York state’s first chief customer experience officer. Coresight Research) Meet New York’s Chief Customer Experience Officer (StateScoop) Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

CX 64

CX B2B Education Innovation 64

Zendesk

JULY 8, 2021

She made that happen by joining forces with Kate Doyle, a former educator, to co-found KindWork , a non-profit organization that helps talented young people of color from overlooked communities in the metro New York City area launch new careers in the innovation economy. – Jeanine Mendez, KindWork co-founder.

Non-Profits 98

Non-Profits Start-ups Education CX 98

Hodusoft

NOVEMBER 27, 2024

In the words of Shep Hyken, world-renowned customer service and CX expert, researcher, award-winning keynote speaker, and a New York Times and Wall Street Journal bestselling author, “There is a big difference between a satisfied customer and a loyal customer. Customer loyalty is the key. Customer loyalty cannot be bought.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Shep Hyken

JULY 26, 2021

There is something here for everyone, from a small business dabbling with AI to the major brand using AI to leverage insights that drive CX. Five Contact Center Innovations That Are Reshaping Customer Service by Kendal Rodgers. My Comment: The Forbes Business Council serves up 15 ideas about using AI to create a better experience.

Customer Service 92

Customer Service Contact Center Customer Retention AI 92

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. Video will be Preferred CX Platform.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Shep Hyken

DECEMBER 6, 2022

What wows – How can we use innovative techniques and tools to push our goals? . She also co-authored Advice from a Patient and Wake Up and Smell the Innovation. Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    .

Legal 104

Legal Healthcare Innovation Customer Experience 104

Experience Investigators

OCTOBER 8, 2024

This is your October CX Pulse Check. He is the 3-time Wall Street Journal and USA Today bestselling author of ten books and is widely considered one of the most entertaining and original speakers on trends, innovation and marketing in the world. The New York Times: Wirecutter) Fridgescaping is everywhere. But is it safe?

CX 52

CX Entertainment Retail Innovation 52

Fonolo

JANUARY 14, 2020

He is a New York Times and Wall Street Journal bestselling author. Annette Franz @ CX Journey. Annette is founder and CEO — Chief Experience Officer — of CX Journey Inc. She’s definitely, “a CX influencer you should know” . Shep Hyken. You can follow him on Twitter here.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Shep Hyken

NOVEMBER 8, 2021

The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Chip Bell, author and a customer experience expert, has taken Van Gogh’s life story and found four valuable lessons that we can all use in our CX strategy. My Comment: We close out this week’s Top Five list with an article about online CX.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Shep Hyken

SEPTEMBER 20, 2021

Innovation & Tech Today) Most customers expect a quick response to their questions, and offering 24-hour support is the best way to make that happen. This article covers digital CX trends in the B2B manufacturing world. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 16

Customer Service Manufacturing B2B AI 16

Customer Bliss

NOVEMBER 30, 2016

Experimentation: Building processes for improvement and innovation into the daily work of your business; developing capabilities to develop and roll out new offerings. Patricia O’Connell is a New York City-based writer and editor specializing in business, leadership, and strategy.

Engineering 88

Engineering Start-ups Innovation Customer Experience 88

Fonolo

NOVEMBER 23, 2017

Director of CX, UL EHS Sustainability. Shep Hyken is a customer service expert, business speaker and New York Times bestselling author, helping companies deliver amazing customer service and experiences! Who Should Attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Experience. Shep Hyken.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Zendesk

SEPTEMBER 15, 2023

What makes Zendesk AI different Zendesk AI is built for customer experience, part and parcel of our CX solution both overtly–in our bots and customer-facing applications–and under the hood, automating workflows to save time for agents and create more personalized customer experiences. gated-cta-in-post] What’s on the agenda?

AI 52

AI Innovation CX Customer Experience 52

Taylor Reach Group

MAY 24, 2018

Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. Learn from Fortune 500 companies and innovative start-.ups In 2018 we’re introducing our new look as Customer Contact Week. CX NYC 2018: June 19-20, New York, NY.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Shep Hyken

OCTOBER 4, 2022

Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). ” About: Gregorio Uglioni is a Business Transformation, Innovation, and Customer Experience specialist. Winning the World Cup in Customer Experience.

Sports 57

Sports Social Media B2C Gaming 57

Confirmit

NOVEMBER 5, 2018

Earlier in the month, we held our 5 th Annual Insurance Summit in New York where the overall theme was rejuvenating your Customer Experience (CX) program. Kicking off the featured presentations was Claire Sporton, SVP of CX Innovation at Confirmit and she shared the role trust plays in insurance.

CX 40

CX Innovation Voice of the Customer Start-ups 40

1 to 1

DECEMBER 18, 2020

The company is using such customer insights to drive its marketing and ensure it delivers relevant content. Rob Smith, founder of the Phluid Project , a gender-free retail brand and community space, had recently opened a store in the trendy New York City neighborhood, NoHo, when the pandemic hit. “As

Innovation 32

Innovation E-commerce CX Outlook 32

Aquire

JANUARY 6, 2022

Imagine, for example, that an airline check in is particularly busy at an airport in New York and all of their gate agents are rushed off their feet. In that case, a gate agent in Arkansas could jump in to assist a passenger in New York via video chat and help smoothen the process. Stability and efficiency.

Customer Service 98

Customer Service Social Media Technology Technology 98

Fonolo

NOVEMBER 9, 2017

Director of CX, UL EHS Sustainability. Shep Hyken is a customer service expert, business speaker and New York Times bestselling author, helping companies deliver amazing customer service and experiences! Who Should Attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Experience. Shep Hyken.

Customer Service 59

Customer Service Social Media Contact Center Education 59

Customer Bliss

FEBRUARY 21, 2017

Media is a business vertical that is beginning to engage CX leaders. The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Episode Overview. About Robert. 15+ years working in the digital industry.

B2C 64

B2C B2B Engineering Start-ups 64

Shep Hyken

APRIL 18, 2022

My Comment: This article starts with the premise that there is a CX gap, which is the difference between what brand executives and the brand’s customers think about the level of customer service and experience the brand provides. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. by Annette Franz.

Customer Service 65

Customer Service Retail CX Start-ups 65

Steven Van Belleghem

JANUARY 22, 2020

Simon is now a sought-after international speaker and his book “We First: How Brands and Consumers Use Social Media to Build a Better World” is a New York Times, Wall Street Journal, and Amazon bestseller. She is, among other CX books, the author of ‘Would You Do That To Your Mother?’. Tony Hsieh. Shep Hyken. Adam Toporek.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

Confirmit

OCTOBER 23, 2019

Earlier in the month, we held our 6 th Annual Insurance Summit at MetLife Stadium, home of the NFL teams New York Giants and New York Jets. Kicking off the featured presentations was Claire Sporton, SVP of CX Innovation at Confirmit and she shared the role nudge theory plays in insurance. Can you blame us?

Contact Center 40

Contact Center Innovation Voice of the Customer CX 40

Fonolo

NOVEMBER 21, 2017

Director of CX, UL EHS Sustainability. Shep Hyken is a customer service expert, business speaker and New York Times bestselling author, helping companies deliver amazing customer service and experiences! Who Should Attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Experience. Shep Hyken.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

Fonolo

NOVEMBER 15, 2017

Director of CX, UL EHS Sustainability. Shep Hyken is a customer service expert, business speaker and New York Times bestselling author, helping companies deliver amazing customer service and experiences! Who Should Attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Experience. Shep Hyken.

Customer Service 100

Customer Service Contact Center Social Media Education 100

Shep Hyken

JANUARY 23, 2023

My Comment: If you have service technicians in the field, you will enjoy this article by CX guru Vala Afshar, who covers how AI supports customer service and experience efforts. To kick start 2023, here you can find some of my favorite customer experience blogs My Comment : Steven Van Belleghem is one of the top CX experts in the world.

Customer Service 13

Customer Service Artificial Intelligence Contact Center Retail 13

Shep Hyken

JULY 18, 2022

They lack one important bit of information: the connection between CX and business value and outcomes. I won’t give them away in this short description, but these questions could be what you need to get focused on in your CX efforts. My Comment: I’m a big fan of motivational quotes in the CX and customer service spaces.

Customer Service 12

Customer Service B2B Artificial Intelligence B2C 12

Customer Bliss

AUGUST 23, 2016

He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. “What I Know Now That I Wish I Knew Then” This is my pay-it forward question to all CX leaders, and because Darryl has held this role so many times at so many different places, I was really interested to see what he said.

Pharmaceutical 0

Pharmaceutical Finance Healthcare Start-ups 0

Fonolo

JULY 31, 2018

The CX industry is an incredibly dynamic one. Its ever-changing nature means that, in order for businesses to thrive, adapting new technologies and meeting contemporary customer desires are absolute musts. WEBINAR] What Are the Top CX Metrics for Improving Your Contact Center? We’ll talk about: The Top CX Metrics.

Retail 52

Retail Customer Experience Contact Center Education 52

Shep Hyken

JUNE 14, 2022

Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and consulting firm. ” About: Jonathan Shroyer is the Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and offshoring consulting firm.

AI 57

AI Innovation Customer Service Business Growth 57