CX Accelerator

APRIL 1, 2020

I’m not going to focus on the ways people game overall performance metrics as that would be a separate piece in itself. Secondly, major entities are ramping up to crack down on dark patterns, from Apple and Google right through to Government bodies, so play nice. Instead I’ll focus on the much-maligned world of black-hat or dark CX.

CX 228

CX Machine Learning Government Gaming 228

Intercom, Inc.

APRIL 30, 2020

TravelTime , a mapping tool and platform, is using Custom Bots to announce that they’re providing free data to governments, charities, NGOs, or health services on the front lines of the current crisis. Proactive support has been game-changing.

Government 188

Government Gaming 188

Intercom, Inc.

FEBRUARY 4, 2021

The Cool Planet Group CEO has had a fascinating career to date, having started and sold three businesses for over three-quarters of a billion dollars before he was forty – including Inspired Gaming and The Cloud. Dee: But you were still at Inspired Gaming when you came up with the idea for Crowley Carbon, I believe.

Transportation 183

Transportation Gaming Agriculture Government 183

Intercom, Inc.

APRIL 30, 2020

With health organizations and governments strongly cautioning against large gatherings, the days of going out for a trivia night or seeing a concert with friends have been put on hold. However as the UK and Irish governments (note: Alison is Irish but based in the UK) required the cancellation of events, this was not to be.

Government 211

Government Start-ups Finance B2B 211

Intercom, Inc.

JANUARY 21, 2020

Lots of social stuff, banking, travel, local services, fitness, cooking, more than a few games, even apps made by governments. I use apps for everything from movies and music to weather and maps. And beyond code, beyond visuals and interactions, what do they all have in common with each other? Every app contains at least some text.

Social Media 291

Social Media Finance Retail Transportation 291

Steven Van Belleghem

JANUARY 19, 2021

For instance, even though WeChat, Ali Pay and Ant Financial were already offering very successful financial services, ByteDance has also been launching FinTech services and it’s also moving quite aggressively into other saturated areas like gaming and education. Why do I mention this anyway?

E-commerce 98

E-commerce Customer Experience Government Gaming 98

CX Accelerator

APRIL 1, 2020

I’m not going to focus on the ways people game overall performance metrics as that would be a separate piece in itself. Secondly, major entities are ramping up to crack down on dark patterns, from Apple and Google right through to Government bodies, so play nice. Instead I’ll focus on the much-maligned world of black-hat or dark CX.

CX 182

CX Machine Learning Government Gaming 182

Beyond Philosophy

JUNE 4, 2018

Lucky for him, Caesar proved victorious and overthrew the government instead of getting executed. Once you crossed the river, you had entered Italy, and there was no going back. Julius Caesar knew this when he famously marched his army across the Rubicon. Making Up Your Mindset. Mindsets can streamline your thinking.

Gaming 144

Gaming Government Customer Experience 144

Beyond Philosophy

MARCH 31, 2020

He already had two other medical insurance coverages so he called and asked the bank not to renew it but they asked him to go to a physical office and that’s at a time when the government asked everyone to avoid any non-essential travel. The response he received after complaining was even more disappointing. Digital Everything.

E-commerce 199

E-commerce Hospitality Hospitality Healthcare 199

CX Journey

SEPTEMBER 20, 2016

When the organization is siloed, information is not shared, the cross/multi/omnichannel experience is a mess, and the organization as a whole is not really focused on the end game. A couple of tools that will come in handy to help the CCO achieve those goals include: Governance structure.

Customer Experience 86

Customer Experience Government Omnichannel Gaming 86

Steven Van Belleghem

OCTOBER 14, 2019

The positive sum game” of Herman’s book is the opposite of the well-known negative sum (or zero sum) game, where what is good for one party is bad for the others involved. But this campaign will probably have a bigger reach than any government driven poster campaign. The post Why companies need to strive for a positive sum game.

Gaming 52

Gaming Government Start-ups CX 52

PeopleMetrics

OCTOBER 25, 2017

Great CEM programs necessitate a governance structure that makes it easy to draw insights directly from your employees. Warm ups are over, it’s game time. Tuned in, you start to see themes and trends in customer feedback and identify the main root causes behind your customers’ pain points. Don’t live in the gap. Talk to Pooya.

CEM 122

CEM Customer Experience VOC Government 122

Beyond Philosophy

DECEMBER 17, 2018

The government is now pledging to undertake a review of British railways. All too often they are the only game in town , or there is only one other supplier. Train companies, meanwhile, botched a major timetable update in May, leading to hundreds of daily train cancellations with little support for travelers. Will Things Change?

CX 123

CX Government Customer Satisfaction Gaming 123

Beyond Philosophy

JULY 24, 2019

Several years ago, Facebook was slapped on the wrist by the government , who said Facebook needed to protect the privacy of their users. Facebook engaged in an agreement with the government that said, “OK, we will protect people’s privacy.” Moreover, this latest FTC fine was a follow-up fine from a previous violation.

Non-Profits 139

Non-Profits Government Machine Learning Customer-Centric Organization 139

Gainsight

AUGUST 14, 2021

It’s a way to engage customers with less effort from your team through email, user groups, online communities, and a game-changing new ROI driver: in-product engagements. What governance should we put in place when multiple teams want to use them? Want to see how Gainsight PX works?

Government 52

Government Education Start-ups B2B 52

ECXO

MAY 11, 2023

They know that CX maturity is not an end game. The model assesses a company’s maturity in six key areas: customer understanding, measurement, governance, strategy, design, and culture. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

DMG Consulting

DECEMBER 1, 2020

These solutions are allowing companies and government agencies to reduce dependence on outsourcers by literally eliminating the human element in low-value tasks that were previously handled by mostly low-wage workers. Surprisingly, contact centers were some of the most successful in getting their employees home and back in operation.

Contact Center 100

Contact Center Artificial Intelligence Retail Government 100

Fonolo

SEPTEMBER 25, 2018

As in any field, it’s important to be aware of key trends and best practices in customer service to ensure that you are delivering an experience that is on par with the best players in the game. These entities are evaluated on eight key criteria every two years including citizen experience as well as service efficiency and innovation.

Customer Service 110

Customer Service Hospitality Hospitality Contact Center 110

Steven Van Belleghem

JANUARY 10, 2022

Employees demand a green focus, and governments and business partners require real action. Being on par in terms of price and quality only gets you into the game. Service wins the game. Sustainability is no longer just nice to have, but definitely now a need to have. Michael Stausholm. Sam Walton. Tony Alessandra.

Customer Experience 125

Customer Experience Gaming Government Retail 125

Futurelab

MARCH 20, 2022

There are a lot of foundational elements that should be in place for the success of the transformation, including establishing a governance structure. Sign up for our newsletter for updates, insights, and other great content that you can use to up your CX game. How do you ensure that happens? Target , Barnes & Noble , and more!

CX 130

CX CX Transformation Government Start-ups 130

Intercom, Inc.

MARCH 12, 2019

Let me share a personal example of what I mean by ownership: My mom is the president of a government consulting firm and is someone who is willing to do every job for her firm. Having a team of owners has been a game changer for me and a critical part of the team’s performance and happiness.

Sales 171

Sales Start-ups Government Gaming 171

Uplifting Service

MARCH 17, 2020

Government restrictions and actions shift daily. We watch as other government and corporate leaders grapple with how to put structure around their response, make decisions from behind the curve, and communicate to inspire and control. The health of people near you may be threatened. The future of your workforce is unpredictable.

Social Media 83

Social Media Government Innovation Gaming 83

C3Centricity

OCTOBER 22, 2020

The government in the UK upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents last year. I can only wonder if their poor three-star rating in the top right-hand corner has been influenced by these games. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%.

Retail 143

Retail Entertainment Technology Technology 143

Beyond Philosophy

MARCH 2, 2018

as part of the government. From what employee emails they can read to how much social media access employers are entitled to website usage on company equipment, and even whether an employer can order a polygraph, the government works to help draw the lines of what is fair game and what isn’t. and in the U.K.,

Government 101

Government Social Media Manufacturing Gaming 101

Beyond Philosophy

JUNE 23, 2015

and, while some carriers are taking precautions to protect their customers from text message advertising, so far neither the direct marketing industry nor the federal government has been able to control this form of spam. Wireless text messaging is widely used in the U.S.; Another sweepstakes program secured 126,000 registrants.

E-commerce 98

E-commerce Retail Customer Acquisition Government 98

Gainsight

JANUARY 11, 2021

Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. Nick: Before we begin, on a Friday night with the family, what is your go-to board game? . In these conversations, we talk with customer success leaders who are role models and want to serve customers better. Chris: I’d say Monopoly. We are a very competitive family.

Gaming 52

Gaming NPS Sports Sales 52

Service Quality Institute

APRIL 12, 2023

I am working with the government in Zambia to help them become the most customer-centric and most powerful economic power in Africa by focusing on a Service Strategy. They have 20 National Parks and 36 game management areas. Dr. Oliver Kalabo, Office of the President, Cabinet Office, Republic of Zambia, gave me a live testimonial here.

Government 52

Government Gaming 52

Futurelab

JANUARY 31, 2022

In order to successfully transform the customer experience, you must have all of the right foundational elements in place: executive commitment, leadership alignment, a customer-centric culture, governance, a great employee experience, and so much more. Image courtesy of Stephen Dawson on Unsplash. Read the original post here.

Touchpoint 130

Touchpoint Social Media CX Government 130

Buyer Persona

FEBRUARY 21, 2022

Even though the business world is experiencing tumultuous change, B2B’s structure and governance are still very much fragmented. In other words, buyers can develop a mindset that the company they are interacting with can “talk a good game” but cannot deliver. Hierarchy dominates.

B2B 82

B2B Omnichannel Government Sales 82

Ameyo Callversations

MARCH 11, 2021

> Establishing Remote Governance. Let us look at some of the ways that a Remote Contact Center Solution changed the CX game during these unprecedented times. However, after experiencing it, on average, BPOs migrated 52% of their agents to a work-at-home model during the pandemic. Work from Anywhere, Anytime.

Contact Center 98

Contact Center Government Omnichannel Gaming 98

ECXO

JUNE 25, 2024

Implementing robust data governance practices is essential to ensure the responsible use of AI in product design. Conclusion The integration of generative AI in physical product design is indeed a game-changer, offering unprecedented opportunities for innovation and efficiency.

AI 156

AI Customer Experience Legal Manufacturing 156

Steven Van Belleghem

DECEMBER 1, 2021

It’s a positive sum game instead of the classic zero sum game. In fact, talking about virtual apparel , Nike’s trademark applications indicate that it might want to offer virtual goods like sneakers as part of video games and other online platforms. Or architects could design custom-made rooms (as NFTs?)

Customer Experience 130

Customer Experience Customer Loyalty Gaming CX 130

The Customer Service Blog

JUNE 6, 2024

Predictions are a mug's game.” “I I hate big government; I hate being told what to do on a personal basis.” “I It's a bit like being able to sing or play cricket. You can either do it, or you can't.” I can be impatient. I can be a bit short sometimes. You're nearly always shortest with those who are most important to you.” “I

Government 52

Government Gaming 52

Customer Experience Matrix

AUGUST 4, 2022

It’s people’s concerns about privacy that prompts governments to pass laws like GDPR and CCPA, and their counterparts around the globe. Governments everywhere are reining in the almost unbridled power they’re let those firms accumulate. This is one change we can’t blame on global warming, although it is man-made.

Artificial Intelligence 117

Artificial Intelligence Government Legal Technology 117

Beyond Philosophy

MARCH 26, 2021

As usual the devil is in the detail so let me lay out the issue that many governments around the world are struggling with. A cruise feels reasonable, and the other examples like going to a bar, or maybe to watch a sports game feel less reasonable. That’s where this gets interesting.

Government 78

Government Sports Legal Compliance 78

Intercom, Inc.

AUGUST 6, 2020

You’re creating the Q&A platform plus the terms of how we want to govern the community or how the community governs itself. Jordan: You talk about governance. Obviously efficiency is the name of the game there, and people hate being distracted and context switching and not having access to information in real time.

Engineering 143

Engineering Government Education Technology 143

CX Journey

JANUARY 31, 2018

Develop a governance structure. As such, the governance structure is critical to the foundation of any customer experience management effort. Continuous improvement is the name of the game. Define your success metrics early so that you can track progress over time. The business evolves. New products are launched.

CEM 77

CEM Government Customer Experience Management Start-ups 77