Doing CX Right

OCTOBER 29, 2020

I had the opportunity to speak at Michigan State University CXM Best Practices Symposium. Customer Experience Management (CXM) is not just a hot topic in small to big size companies but also at universities too. I shared practical customer experience takeaways and how to’s.

CXM 52

CXM Customer Experience Management CX Customer Feedback 52

Customer Service Life

DECEMBER 27, 2018

Education: BFA, Eastern Michigan University. Inbound Marketing Certified, HubSpot. Artwork: [link]. What is AvoCAREdo? In order to take the best care of others, you must first take the best care of yourself.

Education 98

Education Sales Customer Service Contact Center 98

Doing CX Right

SEPTEMBER 7, 2020

I had the opportunity to be a guest on a podcast show hosted by Tom Dewitt , Director of CX at Michigan State University as well as Bob Kiple , a Marketing professional. Customer Experience education is finding its way to universities, and I love it. They are a dynamic duo and I encourage you to listen to all their CX episodes.

Education 52

Education CX Customer Experience 52

Qualtrics

SEPTEMBER 6, 2019

University of Michigan. University of Michigan. Michigan Ross. Michigan Ross. University of Michigan. University of Michigan. Michigan Athletics Fall Career Kick-off. University of Michigan. University of Chicago. General Career Fair. Northwestern University. Fall Job & Internship Fair.

Engineering 40

Engineering Sales Start-ups Technology 40

Comm100

FEBRUARY 9, 2021

Lake Michigan Credit Union – Boosting member engagement. As a credit union, Lake Michigan Credit Union’s (LMCU) goal is to improve the lives of their members. Read the full story here – Lake Michigan Credit Union scales better member engagement with Comm100 Live Chat. Phenomenex – Serving a global audience 24/7.

Sales 60

Sales Social Media Manufacturing Customer Satisfaction 60

Comm100

DECEMBER 13, 2021

With the opportunity to improve member services through live chat insights in mind, we can look at the example of Lake Michigan Credit Union’s implementation of Comm100 Live Chat. The team also enjoys having private canned responses as well as group canned responses.” – Jasmina Duric, Lake Michigan Credit Union.

CX 52

CX Start-ups AI Technology 52

BeyondPhilosophy

MARCH 16, 2023

We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute at Michigan, to discuss it with us on the podcast.

Customer Satisfaction 59

Customer Satisfaction Technology Technology Customer Experience Management 59

SurveySensum

AUGUST 20, 2024

Credit unions like Michigan State University Federal Credit Union (MSUFCU) offer robust customer support through multiple channels like Virtual Assistant, Video Chat, eMessage, Call Center, visiting a branch physically, and by mail.

NPS 52

NPS Finance Actionable Insights Omnichannel 52

Comm100

MAY 4, 2022

Lake Michigan Credit Union. Lake Michigan Credit Union (LMCU) was founded in 1933 and has grown to become one of the largest credit unions in the United States. In this section, we’ll take a look at two credit union success stories and see how they have introduced live chat and chatbot software to accelerate digital transformation. .

Omnichannel 83

Omnichannel Artificial Intelligence AI Start-ups 83

Lightico

MARCH 23, 2022

The following states require licensure: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota , Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York , North (..)

Retail 52

Retail Innovation Sales Customer Service 52

Beyond Philosophy

MARCH 11, 2023

We invited an expert, assistant professor Forrest Morgeson, from the marketing faculty at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute to share his insight. In this episode, we explore what this means to customer experience then, now and in the future.

Customer Satisfaction 17

Customer Satisfaction Customer Expectations Customer Experience 17

Heart of the Customer

AUGUST 7, 2014

But ask Blue Cross Blue Shield of Michigan , Prime Therapeutics , or other organizations that have created them. By creating such an experience, you can create a shared view of your customer needs, creating the customer empathy needed to create a truly customer-inspired experience. Is it hard to get people to show up? Of course you do.

Customer Experience 79

Customer Experience Voice of the Customer Customer Feedback 79

The Squawk Point

JUNE 28, 2022

Schmidt had been the senior executive at Volkswagen’s engineering and environmental office in Michigan, where he was responsible for the VWs emissions programme. He had been on holiday and was flying back to his home in Germany when federal agents arrested him in the men’s room at Florida airport. for fear of being arrested.

Scorecard 52

Scorecard Engineering Transportation Legal 52

PeopleMetrics

FEBRUARY 27, 2014

One great example of this is the Blue Cross Blue Shield of Michigan mobile Customer Experience room. Artifacts of the experience along with customer personas, customer feedback, VOC insights and scores are presented in a single space.

VOC 109

VOC NPS Voice of the Customer Customer Feedback 109

Qualtrics

OCTOBER 15, 2019

University of Michigan – Stephen M. Amy is an alumnus of Michigan State University and the University of Michigan. They genuinely care about delivering the best product and service to the customer but then go home to dinner with their families. What’s the name of the school you earned your MBA at? Want to chat?

Management Consulting 33

Management Consulting Start-ups Technology Technology 33

Beyond Philosophy

MAY 24, 2017

A minor league team in Michigan made a similar discovery by polling fans each year on new menu items they’d like to see. When their research showed that sports fans want food made with local products, Centerplate began partnerships with local restaurants, chefs and breweries.

Gaming 137

Gaming Sports Hospitality Hospitality 137

Comm100

APRIL 9, 2021

Lake Michigan Credit Union, for example, integrated live chat with their mobile app to provide members with native support and increase engagement. Read the full story here and find out how Lake Michigan Credit Union scales better member engagement with Comm100 Live Chat. Wrap-up.

Retail 71

Retail AI Social Media Start-ups 71

Qualtrics

FEBRUARY 25, 2019

I grew up in Michigan and love my home state as much as Texans love Texas, but my dreams were too big for Michigan to handle and the “mountains” (glorified hills) were too small for love of skiing. I am ALL IN on Qualtrics and it is a dream for me to work at a company that reciprocates that. So – you’ve moved to Provo, right?

Sales 37

Sales 37

Comm100

MARCH 6, 2022

Lake Michigan Credit Union (LMCU), serving nearly half a million members across the United States, has received excellent feedback from their members after introducing live chat and chatbots to their member services.

Start-ups 65

Start-ups CX Technology Technology 65

SugarCRM

APRIL 9, 2024

Creative Foam , a manufacturing company established in Michigan over 50 years ago, has grown into an industry powerhouse. Today, the company has twelve facilities across the US and Mexico, one of the biggest tiers and OEMs in the automotive industry.

Sales 26

Sales Manufacturing Healthcare Actionable Insights 26

Totango

FEBRUARY 22, 2021

As a little-known, sixth-round draft pick out of the University of Michigan, it’s safe to say no one expected much out of Brady in the NFL. What comes to mind when you think of the term “game changer”? With the recent Super Bowl, perhaps your mind drifts to NFL quarterback Tom Brady.

Gaming 62

Gaming Hospitality Hospitality Sports 62

Qualtrics

MARCH 16, 2020

Local governments, like the Ottawa County Department of Public Health in Michigan, have put together strategic communication plans to share public information even as they themselves adjust to working from home and continue to support an even broader set of services.

Government 52

Government Education 52

Comm100

SEPTEMBER 6, 2022

Comm100’s high security standards and zero downtime have attracted industry leaders like Stanford University, McMaster University, Lake Michigan Credit Union, Attorney General of Texas, and Canadian Blood Services.

Social Media 52

Social Media Omnichannel Compliance AI 52

Fonolo

FEBRUARY 26, 2019

The now famous study from Dr. Adam Grant found that call center employees at the University of Michigan who had the task of cold calling alumni to ask for money performed better when they got to meet scholarship recipients and speak to them first hand. Make Work Meaningful.

Customer Service 77

Customer Service Contact Center Education Technology 77

1 to 1

MARCH 21, 2016

Whether it's Gonzaga's win or Michigan State's loss, March Madness ended with a lot of surprises. This weekend's NCAA Men's Division I Basketball Championship games resulted in improbable upsets and jaw-dropping plays. Many of your employees are checking their brackets this morning and either celebrating their wins or licking their wounds.

Gaming 28

Gaming 28

Heart of the Customer

JANUARY 8, 2015

Think about Temkin Award Winner Oracle or CXPA Innovation Award Winner Blue Cross Blue Shield of Michigan. Stories move your organization in a way that facts never will. Ask yourself, how do the best CX organizations tell their story? How do they do it? Not with PowerPoint!

Customer Journey Map 96

Customer Journey Map CX Voice of the Customer Innovation 96

Qualtrics

MAY 21, 2019

They came from universities like the University of Michigan, Penn State, BYU, University of Arizona and many more! . Additionally, we had a great group of interns start their careers off with us. This class of talent came to us from many top companies like Fidelity, BDO, Uptake, Microsoft, EMC, Randstad.

Engineering 20

Engineering Sales 20

Qualtrics

MAY 29, 2019

They came from universities like the University of Michigan, Vanderbilt University, BYU, Westminster College, and Maynooth University. . They joined us in Sales, Engineering, Quni, and as interns across the business!! This class of talent came to us from many top companies like Gallup, SPS Commerce, and Classy.org.

Engineering 20

Engineering Sales 20

Fonolo

APRIL 25, 2019

This, our final story, stars an 18-year-old pizza store manager from Steve’s Pizza in Battle Creek, Michigan, who drove over three hours to Indianapolis to deliver two 16-inch pizzas to a former loyal customer. The 225: Mile Pizza Delivery.

Customer Service 104

Customer Service Contact Center Education Customer Retention 104

Qualtrics

JANUARY 23, 2019

He holds a Bachelors of Arts in Psychology with an emphasis on Business, Systems, and Integrations from the University of Michigan. Prior to joining Qualtrics he held various product roles at Microsoft. The post Why Qualtrics – Scott Shapiro, Senior Product Marketing Manager, Customer Experience appeared first on Qualtrics.

Customer Experience 42

Customer Experience Technology Technology 42

Execs In The Know

OCTOBER 30, 2022

If we had, we wouldn’t have launched this tech because no one else was doing it at the time in Michigan.”. That’s why they took a calculated risk and doubled down on their tech investments, including the TellerPlus+ ATMs, which are 75% self-serve and 25% DSR assisted. “We We don’t focus on our competitors,” explained Land. “If

Innovation 52

Innovation Artificial Intelligence CX AI 52

Comm100

SEPTEMBER 22, 2021

Lake Michigan Credit Union Canadian Blood Services Fitbit Tangerine Cabrillo Credit Union. We’ve now explored why digital transformation in customer service is something that your business can’t afford to ignore , and some of the ways that you can ease the process.

Customer Service 66

Customer Service Social Media Omnichannel Technology 66

CX Journey

JUNE 19, 2015

Other than The Irvine Company , customer rooms are being used by companies like Blue Cross Blue Shield of Michigan , Cigna , Prime Therapeutics , TD Ameritrade, St. If you can't get everyone out into the field to experience what customers experience, bring the experience to them. Jude’s Children’s Hospitals, and Bombardier Aircraft.

Invoicing 71

Invoicing Customer Journey Map Hospitality Hospitality 71

Customer Bliss

JULY 24, 2018

It would logically stand to reason that an unhappy/disgruntled employee, not feeling cared for, won’t perform well when customers come calling.

Customer Satisfaction 64

Customer Satisfaction CX Customer Experience 64

Qualtrics

MARCH 26, 2019

He holds a Bachelors in Economics from the University of Michigan and an MBA from Northwestern University – Kellogg School of Management. You can spread open those little ketchup paper holders at fast food places into larger saucers and they hold like 3x the amount. Ron is the Customer Success Leader at Qualtrics in Dallas, TX.

Sales 22

Sales 22

Qualtrics

JANUARY 23, 2019

Dave Ulrich – Ulrich is a speaker, author, professor at the University of Michigan, and a partner at The RBL Group. Follow China for insights into what UNLEASH and HCRI and doing in the employee engagement and HR spaces. ( @ChinaGorman ).

Social Media 52

Social Media Technology Technology Start-ups 52

Qualtrics

NOVEMBER 20, 2020

In a statewide study in Michigan, Duke’s researchers found that around 26% of an individual’s risk of burnout could be predicted by looking at burnout rates among their colleagues. Essentially, they will fall in line with what other people are doing, even if they know those things to be bad for them.

Healthcare 26

Healthcare Hospitality Hospitality Start-ups 26