Experience Investigators

OCTOBER 8, 2024

This is your October CX Pulse Check. Rohit lives in the Washington DC area with his wife and is a proud dad of two boys. The Washington Post) Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? He loves the Olympics (he’s been to five!)

CX 52

CX Entertainment Retail Innovation 52

Customer Bliss

JUNE 20, 2018

Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. Shawn learned the importance of analyzing data in order to implement CX changes – a skill that came in handy for his current role as CXO at MedStar Washington Hospital Center, a large academic medical and trauma center in the DMV area.

Hospitality 57

Hospitality Hospitality Healthcare CX 57

CX Journey

MARCH 14, 2017

I haven't written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection. George Washington. Image courtesy of aliceheiman No customer experience budget? How is that even possible in 2017? What do you think? We must consult our means rather than our wishes.

CX 59

CX Innovation Technology Technology 59

Doing CX Right

JULY 14, 2020

Given the increased focus, employees and leaders with CX skills are in great demand. While on the job training and reading books provide great learnings, getting CX certified from a formal university program can accelerate your career. George Washington University – view course info > here. TEACHERS EXPERTISE.

CX 52

CX Artificial Intelligence Machine Learning Social Media 52

Beyond Philosophy

FEBRUARY 13, 2017

The Washington Post submits tipping began because employers hired freed slaves to serve food but didn’t want to pay them an hourly wage. Learn how with Beyond Philosophy’s Secrets of a Successful CX Program training. Wikipedia asserts it began when English houseguests left money for the host’s servants. until after the Civil War.

Start-ups 126

Start-ups Customer Loyalty Customer Experience Customer Expectations 126

Zendesk

JANUARY 18, 2024

Mikenzhie has since earned her Zendesk CX Omnichannel Agent certification and was hired full-time by NPower as the Community Help Desk coordinator in Baltimore, where she now trains and mentors incoming apprentices on daily operations, customer support, and partnership engagement. Serves the Philippines, Malaysia, and India.

CX 78

CX Omnichannel Technology Technology 78

Beyond Philosophy

OCTOBER 18, 2019

I live in Sarasota, FL, and I had a meeting with a client up in Washington, D.C. The post 2 Systems That Are Essential For Successful CX appeared first on Customer Experience Consulting. Usually, my automatic use of Delta is not a problem. Another team member, who lives up the road in Tampa, also came to the meeting.

CX 90

CX Education Customer Experience Customer Experience Management 90

Fonolo

NOVEMBER 13, 2018

Where: Washington, DC. It’s the place where customer care, CX, and CS leaders come together to network and learn. Now in its seventh year, Smart Customer Service shines a spotlight on the innovative ways CS technologies are shaping our lives and changing how CS professionals do business. When: April 29-May 1, 2019.

Customer Service 108

Customer Service Contact Center Innovation Social Media 108

The Success League

FEBRUARY 5, 2025

My takeaway as a CX leader from the situation is this: if you are in leadership, a large portion of your job is helping your department or team cope with change. CX leaders: Think about how you can communicate frequently with your teams during times of significant change. I dont see that happening in our state.

CX 52

CX Social Media Education Sales 52

Beyond Philosophy

NOVEMBER 29, 0002

From the National Gallery, Washington DC. The post Naked Dining: A Different Customer Experience appeared first on Beyond Philosophy | CX Consultants | Customer Experience. There are already 30,000 people on the waiting list for reservations at Bunyadi —and counting. Photo by GraphicaArtis/Getty Images).

Customer Experience 113

Customer Experience CX 113

Kerry Bodine

JANUARY 4, 2017

IQPC’s CX Exchange Telecoms. IQPC’s CX Exchange Retail. Walker B-to-B CX Summit. Washington, D.C. 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

Kerry Bodine

JANUARY 13, 2016

Washington, D.C. Walker B-to-B CX Summit. May 23 – 25, 2016. Service Providers. Adaptive Path’s Managing Experience (MX 2016). March 29 – 30, 2016. San Francisco. Media Companies. Loyalty 360’s Loyalty Expo. May 10 – 12, 2016. Orlando, Florida. Analyst Firms. Forrester’s CXNYC 2016. June 21 – 22, 2016. New York City.

CEM 48

CEM CX Contact Center Customer Loyalty 48

Zendesk

SEPTEMBER 27, 2022

This is an extraordinarily difficult season of travel,” Marc Casto, president of leisure brands in the Americas for Flight Centre Travel Group, told The Washington Post. Create better CX with omnichannel service. Omnichannel CX is a strategy that creates connected and consistent customer interactions across channels.

CX 52

CX Social Media Transportation Omnichannel 52

Beyond Philosophy

JULY 20, 2021

Written by an economics blogger and opinion writer, McArdle has written for The Washington Post, Forbes, and The Atlantic, and The Economist. Essential summer reading appeared first on CX Consulting. These are still many of the values I have today. The Up Side of Down: Why Failing Well Is the Key to Success. by Megan McArdle.

Start-ups 148

Start-ups Entertainment Education Customer Experience 148

Zendesk

JUNE 30, 2022

Organizations can start quickly and easily with templatized surveys based on CX best practices that are sent after support, or other customer touch-points. Washington features sidebar navigation and a clean layout on the homepage highlighting key information as custom blocks that can be linked to any URLs.

Artificial Intelligence 98

Artificial Intelligence Retail CRM AI 98

Chip Bell

APRIL 9, 2019

We do not need a sign to identify the Washington Monument, the Eifel Tower, or Big Ben. His point was to let the performance of the bank and the reputation of its people be the identifying moniker of the structure. If you are known by your works the context in which they are performed will become the label.

Entertainment 84

Entertainment Construction Customer Expectations Innovation 84

Confirmit

APRIL 19, 2017

They’re a fabulous way to combine two of our favorite things; CX chat and food. Earlier this week, we ventured to Washington DC to talk about how businesses can rejuvenate their customer experience programs. We know that even after years of success, CX programs can reach a plateau. Possibly not in that order, to be honest.

CX 40

CX VOC Voice of the Employee Voice of the Customer 40

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

CX Journey

SEPTEMBER 10, 2015

See our blog about Grandiose CX Delusional Disorder , a similar affliction. operating health clubs in the Wenatchee Valley of Washington State for over 30 years. Giancarlo Stanton knows exactly where the bat is even while focusing on the spin of the baseball. There is no delusion about what they can and can't do.

Customer Experience 76

Customer Experience CEM Customer Experience Management Start-ups 76

Chip Bell

AUGUST 18, 2020

Washington, and the originality of Georgia O’Keeffe. Paul, now 90 years old, is still the spiritual leader of the top company on the planet for shoes in the skateboarding world. You have customers with the cleverness of Albert Einstein, the inventiveness of Booker T. They are your hidden “Alices.”

Innovation 76

Innovation CX Customer Service Customer Experience 76

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. Smart Customer Service 2018 April 9 – 11, Washington, DC. Join us in Washington, D.C. CRM Evolution 2018 – Conference and Expo April 9 – 11, Washington, DC.

Contact Center 51

Contact Center Artificial Intelligence Customer Experience CEM 51

Intercom

JANUARY 5, 2023

He’s worked to improve the call center experience in the 1990s, becoming Amazon’s first Worldwide Vice-President of Customer Service, and, in the early 2000s, started a CX consulting firm, Driva Solutions, which helps businesses create great experiences to this day.

Customer Experience 69

Customer Experience CX Contact Center Start-ups 69

Taylor Reach Group

AUGUST 29, 2017

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. Enriching CX through continuous Improvement and Engaging Technology. PACE Washington Summit – 2017 – September 17-19. A Brand and Demand Solutions eBroadcast.

Contact Center 48

Contact Center Customer Experience CEM Compliance 48

Taylor Reach Group

APRIL 25, 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. With that, here are some of the events taking place in May 2018 (in chronological order) with direct links to each event: CX 18 - May 1-4, Nashville, TN.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

Customer Bliss

MARCH 18, 2020

For example, Canlis restaurant , a fine dining restaurant in Seattle Washington (and where my husband and I were married, incidentally), huddled with their employees and decided on two things: our people need to work, and people need to eat – but not fine dining. CX #coronavirus Click To Tweet. Brainstorm with them about solutions.

Healthcare 86

Healthcare Hospitality Hospitality Retail 86

1 to 1

APRIL 24, 2015

The sun was shining, temps finally warmed up after an abysmal winter, opening ceremonies paid tribute to local heroes like the Richard and Frates families,* and our beloved Red Sox beat the Washington Nationals 9 to 4.

Gaming 40

Gaming Customer Experience Customer Loyalty CX 40

ClientSuccess

NOVEMBER 14, 2019

Attendees will dive deep into the customer journey and customer experience (hence the name, CX) to help promote tangible, tactical strategies that can be applied in the real world after the conference concludes. JW Marriott, Washington D.C. Smart Customer Service. April 27-29, 2020.

Innovation 40

Innovation Customer Service CX Customer Experience 40

Customer Bliss

FEBRUARY 1, 2019

Quite a few of the CX leaders I’ve spoken to on the podcast have shared that previous experiences in sales, retail, and hospitality helped create a foundation for the skills required to be a successful CX champion in their organization. So, I hope you enjoy this episode, as Rhiannon and I chat about planning the visitor experience. .

Hospitality 50

Hospitality Hospitality Retail CX 50

ClientSuccess

NOVEMBER 14, 2019

Attendees will dive deep into the customer journey and customer experience (hence the name, CX) to help promote tangible, tactical strategies that can be applied in the real world after the conference concludes. JW Marriott Washington DC. Smart Customer Service. April 27-29, 2020.

Innovation 40

Innovation Customer Service CX Customer Experience 40

CX Journey

APRIL 9, 2015

Washington Nationals (#8) Bottom 5 Teams - 2015 Rankings 30. The top five and bottom five teams are as follows, with last year''s ranking in parentheses: Top 5 Teams - 2015 Rankings 1. Louis Cardinals (#1) 2. San Francisco Giants (#5) 3. Los Angeles Dodgers (#6) 4. Detroit Tigers (#6) 5. Houston Astros (#30) 29. Arizona Diamondbacks (#21) 28.

Sports 64

Sports Gaming Entertainment Customer Retention 64

Qualtrics

MARCH 29, 2019

I love being part of the Qualtrics federal team in Washington, DC. And, a recent addition to the OMB Circular A-11 Section 280 resource library… a 30-minute webinar on CX governance, which is one of the five “core functions” of CX as described in the guidance. With more than 100 clients at 60+ U.S.

Government 36

Government Customer Experience CX Start-ups 36

Qualtrics

MAY 8, 2019

Qualtrics is a fantastic place for people with a high emotional IQ that have a strong desire to learn and help clients build world class CX. From a career standpoint, joining Qualtrics was a natural progression in my quest to be an industry leader and help organizations build world class CX programs. I am thrilled to be here.

CX 37

CX Engineering 37

CSAT.AI

FEBRUARY 19, 2020

For example, The Washington State Department of Social and Health Services has a course on turning the tide of unconscious bias. The post Humor Creativity And Empathy In Customer Service: Know How To Read The Room appeared first on CSAT.AI | Customer Service Quality Assurance & CX Analytics. Visit our booth at Zendesk Relate 2020.

Customer Service 52

Customer Service Omnichannel Start-ups CX 52

Qualtrics

MARCH 24, 2020

Washington. CX Dashboards. CX Dashboard Roles. Action Planning- CX. These customizable solutions include a Remote Learning Pulse for K-12 and higher-ed—with a ‘Snapshot’ component to assess macro needs, and a ‘Check-In’ to quickly and regularly monitor experiences. Social Media Distribution. SMS Distributions.

Education 37

Education Close the Loop Sentiment Analysis Social Media 37

Customer Bliss

MARCH 18, 2020

For example, Canlis restaurant , a fine dining restaurant in Seattle Washington (and where my husband and I were married, incidentally), huddled with their employees and decided on two things: our people need to work, and people need to eat – but not fine dining. CX #coronavirus Click To Tweet. Brainstorm with them about solutions.

Healthcare 52

Healthcare Hospitality Hospitality Retail 52

CX Journey

MARCH 17, 2016

A Washington State University study found that there is a clear connection between employee satisfaction and customer satisfaction, namely that the happier employees are, the more delighted customers will be. In other words, the higher the level of employee engagement, the better the ratings from customers.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Sales Start-ups 52

Qualtrics

DECEMBER 20, 2018

then December has been your month for progress in Washington, DC. In a past life, Stephanie was the head of CX for a federal government agency where she built a CX program that included customer surveys, executive councils, employee engagement, and data governance practices.

Government 28

Government Customer Feedback CX Customer Experience 28