Futurelab

MAY 3, 2024

#NoBullshitCX #20yearsFuturelab “See the bigger picture.” Remember last week’s column on the outsider’s perspective? Here is another story about it from our work for the contact center of a car manufacturer. We reviewed their overall CX strategy (more on this topic later) and looked at the way they operated–from a customer perspective. Knowing how often companies run on the“we always did it this way” principle, I asked as many “stupid questions” as I could.

Manufacturing 162

Manufacturing Contact Center CX 162

Adrian Swinscoe

MAY 3, 2024

This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Prioritizing employee engagement and satisfaction is a critical goal for organizational prosperity. […] The post Employee expectations around rewards are changing – Businesses need to change with them first appeared on Adrian Swinscoe.

Business Growth 147

Business Growth Customer Experience 147

CX Network

MAY 3, 2024

Join the CX Retail Exchange to be a part of the next wave of retail excellence, and to define what customer experience holds “in store” as the constantly online customer decides which brands they will.

Retail 105

Retail CX Customer Experience 105

Beyond Philosophy

MAY 3, 2024

A Master Class Part 1: Unlocking The Psychology of Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on why customers make quick decisions and how you can sway those decisions in your favor.

Customer Expectations 88

Customer Expectations Sales Customer Experience CX 88

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

Doing CX Right

MAY 3, 2024

Learn proven simple tactics to deliver more customer value. It includes 'stopping the stupid' and using OKRs to focus on high-impact tasks that accelerate business results. The post Stopping the Stupid: Leveraging OKRs For Better CX Results appeared first on Doing CX Right.

CX 52

CX AI Technology Technology 52

Help Scout

MAY 3, 2024

When a customer reaches out to us for help, what can we do to make them feel welcome and cared for while also making them feel that their money is well spent? Read on for one support pro's thoughts on building customer loyalty.

Customer Loyalty 49

Customer Loyalty 49