Beyond Philosophy

MARCH 8, 2024

They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. It’s when everyone agrees to do something that no one really wants to do. Harvey coined “The Abilene Paradox” based on a family incident.

Construction 88

Construction CX 88

Execs In The Know

MARCH 16, 2023

It’s a subject Roku’s Director of Customer Care, Commerce, Mark McKercher, and VXI’s VP of CX Advisory Services, Cheryll Aganda, recently touched on during their speaking engagement at the 2023 Customer Response Summit in Austin, Texas. Was this your first Customer Response Summit? I enjoyed the size and the smaller workshops.

Contact Center 97

Contact Center Innovation AI Technology 97

Kerry Bodine

JANUARY 4, 2017

IQPC’s CX Exchange Telecoms. IQPC’s CX Exchange Retail. Walker B-to-B CX Summit. San Antonio, Texas. Next Generation Customer Experience. March 27 – 29, 2017. April 25 – 26, 2017. Customer Experience Strategies Summit. April 25 – 26, 2017. IPQC’s Executive Customer Contact Exchange. May 9 – 11, 2017.

CEM 48

CEM CX Contact Center Retail 48

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling. April: When I joined woom Bikes, the U.S.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Execs In The Know

NOVEMBER 9, 2022

PHOENIX, ARIZONA, US, November 10, 2022 — Global customer experience (CX) industry leader Execs In The Know is thrilled to announce the release of the 2022 CX Leaders Trends & Insights: Consumer Edition report. Surveying for the 2022 CX Leaders Trends & Insights Corporate Edition report is now open!

CX 45

CX Artificial Intelligence Customer Experience 45

Customer Bliss

JANUARY 17, 2019

Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts. She had support from her C-Suite leaders, as the president saw the value of leading their external and internal facing communications with CX. CX #CustomerExperience Click To Tweet.

Finance 76

Finance CX Start-ups Voice of the Customer 76

Execs In The Know

OCTOBER 17, 2023

Within the dynamic realm of business process outsourcing (BPO), customer experience (CX) leaders stand at the intersection of transformation while remaining committed to their primary objective—creating exceptional experiences for customers. The CX outsourcing industry is constantly evolving, with new destinations, practices, and competition.

CX 52

CX Customer Loyalty Customer Experience Customer Service 52

Execs In The Know

JANUARY 24, 2023

PHOENIX, ARIZONA, US, January 24, 2023 — Global customer experience (CX) industry leader Execs In The Know is taking Customer Response Summit (CRS) to Austin, Texas. The dynamic speaking lineup includes some of the world’s most admired brands and the CX executives who run them, including Nationwide, Marriott International, Turo, St.

Hospitality 40

Hospitality Hospitality CX Technology 40

Customer Bliss

OCTOBER 31, 2017

Anne Witherspoon is an Executive Vice President and the Director of Client Onboarding and Service Delivery at Texas Capital Bank. Anne has an MBA from Texas A&M International University and a BBA from Texas Tech University.

Customer Experience 0

Customer Experience Education Start-ups Gaming 0

Execs In The Know

APRIL 6, 2023

Here are nuggets of CX wisdom from the recently concluded panel discussion on “Delighting Across the Digital Experience (DX)” at the Customer Response Summit (CRS) held from March 1-3, 2023, in Austin, Texas. Key CX leaders included Carlos Castano (Microsoft), Bit Rambusch (Philips), and Monte Tomasino (Dell Technologies).

Government 52

Government CX Customer Expectations Technology 52

Customer Bliss

FEBRUARY 7, 2017

Karen resides in Austin, Texas, with her husband and three children. It’s not just about specific CX metrics. It’s about what the company needs and how CX fits into that. The Four Major Steps. In the new capacity, Karen had four major focal points: Define the role of the CCO. ID priorities and create focus areas.

Technology 64

Technology Technology CX Customer Satisfaction 64

Customer Bliss

DECEMBER 20, 2018

Though not a CX book per se, it will definitely get you thinking about ways you can differentiate your brand and the experiences you provide to your customers. Dan has an MBA from Harvard Business School and a BA from the Plan II Honors Program from the University of Texas at Austin. SOME MOMENTS RISE ABOVE THE REST.

Customer Experience 58

Customer Experience CX 58

Chip Bell

JULY 16, 2019

Years ago, University of Texas professor Robert Peterson’s research indicated that when customers use the “L” word (or other emotion-laden terms of endearment) to describe you, their buying habits are dramatically different that those who simply like you. One wants to be amazed; the other to be adored.

Education 55

Education Age of the Customer Customer Experience Innovation 55

Customer Bliss

MARCH 18, 2020

CX #coronavirus Click To Tweet. They have donated over $3million to date, to support food banks throughout Texas; delivering truckloads of food and household supplies to food banks; assistance in mobilizing home feeding for seniors and funds for research and nonprofit partners supporting this community. Extend Grace.

Healthcare 86

Healthcare Hospitality Hospitality Retail 86

SurveySensum

AUGUST 28, 2024

So, let’s explore how the 10 best companies for customer experience in 2024 do it differently and take some lessons from their CX strategies. Chick-fil-A CX’s strategy is rooted in hospitality, driven by a customer-centric culture of respect and personalized attention to customers.

Customer Experience 52

Customer Experience Text Analytics Customer Satisfaction Hospitality 52

CX Journey

APRIL 9, 2015

Texas Rangers (#19) Their research gives teams an apples-to-apples comparison of the emotional intensity with which fans support their home team versus corresponding fans of other teams in that market. Detroit Tigers (#6) 5. Washington Nationals (#8) Bottom 5 Teams - 2015 Rankings 30. Houston Astros (#30) 29. Arizona Diamondbacks (#21) 28.

Sports 64

Sports Gaming Entertainment Customer Retention 64

1 to 1

FEBRUARY 1, 2024

Customer Contact Week (CCW) Austin, an event series dedicated to elevating professionals within the customer service industry, successfully concluded on January 25th in Austin, Texas. The event centered its focus on the transformative role of artificial intelligence (AI) in shaping the customer experience (CX) landscape.

AI 26

AI Artificial Intelligence Innovation CX 26

Customer Bliss

MARCH 18, 2020

CX #coronavirus Click To Tweet. They have donated over $3million to date, to support food banks throughout Texas; delivering truckloads of food and household supplies to food banks; assistance in mobilizing home feeding for seniors and funds for research and nonprofit partners supporting this community. Extend Grace.

Healthcare 52

Healthcare Hospitality Hospitality Retail 52

CX Journey

MARCH 31, 2016

Josh Stern is CEO of Reality Based Group , based in Austin, Texas. Dispose of time-worn, faulty data collection methods, reap the rewards of reliable information, and experience the value offered from video mystery shopping.

Mystery Shopping 39

Mystery Shopping Actionable Insights Customer Survey Customer Retention 39

1 to 1

MARCH 22, 2021

Check out our podcast, “CX and COVID-19: Vaccine Strategies that Work” for more information about CX and vaccine management. And just to give you a sense, probably about four weeks ago now we worked with a point of distribution within the State of Texas for example, that happened to be a pharmacy in this case.

Hospitality 26

Hospitality Hospitality Healthcare Government 26

CX Journey

APRIL 28, 2016

Don’t take it personally Square Cow Movers is a small, family-owned moving company based in central Texas with four locations. We want to create some intelligence from all the noise that’s out there.” As a small operator, haters hit Lombard hard.

Customer Feedback 37

Customer Feedback Start-ups Gaming Education 37

Qualtrics

JANUARY 29, 2019

To deliver on its mission to enrich lives, Brookdale Senior Living has put CX at the heart of its business, helping employees get closer to their customers and going the extra mile to deliver on each of their residents’ dreams. Want more CX insights from industry leaders? Net Promoter Score (NPS ? ) Register Now.

Net Promoter Score 31

Net Promoter Score NPS CX Healthcare 31

CX Journey

AUGUST 22, 2018

Customer Contact Week (CCW) is October 9-12, 2018, in Austin, Texas. Plus, I’ve got a story about someone throwing up on a roller coaster you don’t want to miss. I bet Daymond John, who will be the morning keynote on the same day, can't hold a candle to that story!

Contact Center 27

Contact Center Retail Customer Service Customer Experience 27

SugarCRM

NOVEMBER 16, 2023

Enhanced Support and Service : Support and service activities and processes are also critical to business development and ensuring that you deliver proper levels of CX. You need to interpret it in a fashion that helps you accelerate business growth and enhance CX. However, robust CRM tools offer a 360-degree view of your customers.

Business Growth 26

Business Growth CRM Artificial Intelligence Invoicing 26

Intercom

AUGUST 11, 2022

The call of CX. Go talk to a mom or a dad in Texas trying to figure out how to get their kids back to school or manage summer schedules in light of inflation – you just can’t get that level of depth and understanding unless you go outside your bubble, and that’s one of the key or core components of this.

Start-ups 59

Start-ups NPS Sentiment Analysis Artificial Intelligence 59

Intercom

JUNE 2, 2022

When it comes to CX, we must shift our mindset around adding value to the customers, not just extracting it. There was a leader I used to work for when I was an intern after or during college in Dallas, Texas. If you’re short on time, here are a few quick takeaways: Our mindset dictates our thoughts, which motivate our actions.

Customer Experience 109

Customer Experience CX Start-ups Innovation 109

Comm100

MARCH 16, 2022

However, even within this complex system, there are many ways that the public sector can improve customer experience (CX) and meet their citizens’ high service expectations. Table of Contents: Chapter 1: Governments are taking CX seriously. GOVERNMENTS ARE TAKING CX SERIOUSLY. – Chapter 4.1: – Chapter 4.2:

Government 89

Government Customer Service Compliance CX 89