CX Accelerator

JULY 1, 2020

He is a leader in the “CX Ohio” community and CXPA Columbus Chapter. Back To CX Accelerator Blog Nick’s background in sales, marketing and contact center solutions serves as the framework for his advanced expertise in the field of customer experience.

Contact Center 182

Contact Center CX Technology Technology 182

Beyond Philosophy

MARCH 2, 2016

The most impatient callers were in Kentucky and Ohio, being the most likely to hang up on hold; callers in Louisiana and Colorado were the most patient. Chances are, the call center experience you provide for the residents of Kentucky and Ohio is the same as you provide for the inhabitants of Louisiana and Colorado.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. When Darin came into his role as VP of CX and Delivery, the CX department already existed. But he had been working at the company for 10 years already and saw this as an opportunity to truly make some changes in the company and overhaul the CX program.

CX 63

CX NPS VOC Finance 63

SugarCRM

SEPTEMBER 24, 2021

But the real customer experience (CX) fun, in my opinion, is with mid-market companies. For a CX nerd like me, there is no more fun than helping a decent-sized company light up the leads, accelerate the sales and turn their customers into #RavingFans. What is a mid-market company? Let’s describe the mid-market a bit further.

CRM 49

CRM Start-ups Sales CX 49

Beyond Philosophy

MAY 31, 2019

It seems reasonable until you learn he lived in Ohio. You have probably seen the meme on social media or heard John Mulaney’s joke about the surprising non-issue quicksand presents in adulthood: How to Design for Uncertainty in Your CX. So, even though he didn’t swim in the ocean, he was sure a shark was going to get him.

Customer Experience 127

Customer Experience Social Media CX Customer Loyalty 127

Customer Bliss

NOVEMBER 30, 2016

He is also the Executive Director of the National Center for the Middle Market of the Fisher College of Business at The Ohio State University, and has served as Chief Marketing and Knowledge Officer for Booz & Company, as well as editor and managing director of Harvard Business Review.

Engineering 88

Engineering Start-ups Innovation Customer Experience 88

CX Journey

AUGUST 29, 2017

The Ohio Manufacturing Institute recognizes five major stakeholders in organizations. But that's not the topic of this post. This post is all about where employees fall in order of importance in your company. Recently, I was reading an article in Industry Week and came across this paragraph.

Manufacturing 64

Manufacturing Customer Loyalty Start-ups Customer Satisfaction 64

CX Journey

DECEMBER 16, 2014

I grew up on a farm in Ohio and, as a young girl, had many horses over the years. Image courtesy of featureset I originally wrote today''s post for InsideCXM. It appeared on the site on September 15, 2014. Want to know the secret to customer retention? I''ll tell you, but first a story.

Customer Retention 83

Customer Retention Customer Acquisition Sales Omnichannel 83

Taylor Reach Group

MARCH 26, 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. SOCAP Ohio Chapter – B2C Text Messaging Summit April 5, Columbus, OH. CX Intelligence Summit April 10, Boston, MA. It will provide leadership, guidance and ideas.

Contact Center 51

Contact Center Artificial Intelligence Customer Experience CEM 51