Education Services Group

OCTOBER 27, 2020

This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led by ESG CEO Michael Harnum. The TSIA Interact sessions I attended were all fantastic.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

Kerry Bodine

AUGUST 21, 2020

Your registration includes: Two days of interactive lectures. Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your biggest journey mapping questions answered.

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Training 177

InMoment XI

MARCH 4, 2022

This exercise can help you define what information you need to either collect or append to your survey data. Principle #2: Generate Hypotheses When Designing Your Survey. While designing the survey, it is often helpful to generate some hypotheses about how you think the results might turn out. Principle #3: Ask the Right Questions.

Survey 556

Survey Customer Experience Touchpoint Exercises 556

Kerry Bodine

APRIL 19, 2020

Your registration includes: Two days of interactive lectures. Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your biggest journey mapping questions answered.

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Interaction 177

Comm100

JULY 20, 2023

Enhancing student engagement and support With ChatGPT, higher education institutions can provide students with personalized and interactive learning experiences. By leveraging the vast number of educational resources available online, ChatGPT can curate personalized content, suggesting relevant readings, videos, and exercises.

Chatbots 150

Chatbots Exercises Course Video 150

CSM Magazine

JANUARY 16, 2024

In this guide, we will delve into the benefits of integrating workouts into your team’s routine and provide exercises that can be completed in just a few minutes. Boosting Productivity Though it may seem counterintuitive to take breaks from work for exercise, research shows that it actually improves productivity in the long term.

Exercises 52

Exercises Employee Engagement Connections Engagement 52

InMoment XI

JULY 11, 2022

They also provide an interactive element to the survey. For example, if you ask, “Do you ALWAYS exercise in the morning?” If someone almost always exercises in the morning, but not every day, they will put “no” which disrupts your data. Open or Close-Ended Questions. Does the survey want qualitative or quantitative data?

Survey 493

Survey Exercises Data Measurement 493

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. Every interaction at every stage of the customer’s journey can affect loyalty. Exercise, stress management, and eating specific foods can boost our serotonin.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Fine-tuning your CX elements is a constant exercise. While your customers should find familiarity in their interactions with your company, the relationship should never stagnate.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

ShepHyken

JANUARY 20, 2021

The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. What you need is a bullet point list of all the places customers interact with you. Execute: If you take the time to do this right, you’ll have identified a number of interactions. Now prioritize.

Customer Service 157

Customer Service Customer Journeys Exercises Touchpoint 157

Beyond Philosophy

FEBRUARY 8, 2024

I wanted to start this week’s issue with this exercise because it denotes the importance of language and the words we use. Smith refers to phrases that seem harmless in interactions, like “No problem” or “I don’t disagree.” That said, I am not an advocate of scripts in customer interactions.

How To 78

How To Exercises Video Policies 78

Experience Investigators by 360Connext

MAY 15, 2024

For every touchpoint, interaction point, or moment of truth across the journey, we joined hands with our broader customer teams and had a journey mapping exercise. How do we actually interact with patients and their families and, oh, by the way, each other?

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

Beyond Philosophy

JANUARY 29, 2022

Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support. People think that the exercise is the answer to everything that’s wrong (or right) with Customer Experiences.

Customer Journeys 97

Customer Journeys Exercises Return on Investment Customer Centricity 97

Magellan Solutions

JULY 20, 2023

These intelligent conversational agents simulate real-life interactions, allowing learners to engage in lifelike dialogues and receive immediate feedback. Users can practice their language skills by engaging in conversational exercises with the chatbot. The chatbot utilizes AI algorithms, providing realistic and interactive dialogues.

Communication 94

Communication Tools Chatbots Exercises 94

QuestionPro Audience

AUGUST 10, 2020

As a preliminary exercise to gather actionable market research insights, It is crucial to identify the right target audience and target market. Gamification rewards like interactive points, cash, gamification points, and donations keep the community alive and highly engaged. Identify the right research target market.

Tips 352

Tips Gamification Marketing Social Media 352

Experience Investigators by 360Connext

JUNE 23, 2020

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. ” The employees knew this was an important behavior to reflect in their daily interactions. Like exercise or learning something new, role-playing consistently will make an impact.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Lumoa

SEPTEMBER 30, 2022

It’s estimated that 61% of bank customers interact with their institution’s digital channels on a weekly basis. The fact that consumers have a wider range of alternatives (and are willing to exercise them) means that the relationship between banks and their customers has become more vulnerable than ever before.

Banking 236

Banking Customer Experience Self Service Financial 236

ECXO

OCTOBER 5, 2023

This hands-on exercise empowers participants before transitioning to a fully automated solution, providing insight into the survey’s final phase and dead day. Together, we will shape interactions, build trust, and create a lasting impact on our global CX community.

Survey 126

Survey Net Promoter Score NPS Exercises 126

Cyara

FEBRUARY 21, 2024

These devices can transfer large volumes of data over a network through unique identifiers (UIDs) without requiring any human interaction. This includes computers, mechanical and digital machines, to name but a few.

User Experience 76

User Experience Wireless Analysis Exercises 76

SurveySparrow

SEPTEMBER 29, 2023

It’s like a creative brainstorming session, but with a specific focus: improving the way customers feel when they interact with a business. Incorporate interactive exercises, brainstorming sessions, and role-playing to keep the energy high and the creativity flowing. Combine presentations, visuals, and practical exercises.

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52

Help Scout

AUGUST 13, 2018

If you have more than five customer support agents and thousands of customer conversations per month, you may feel anxious about your lack of insight into the quality of all those interactions. Interaction reviews — a quality assurance process for customer support — can relieve that anxiety. What is an interaction review?

Interaction 40

Interaction Effort Score Culture Feedback 40

Comm100

FEBRUARY 6, 2024

From fitness apps that turn exercise into a game to work environments that use game-like rewards, this concept is everywhere and still spreading its wings. This approach transforms learning from a passive to an active process, making it more engaging and interactive. Gamification is quickly becoming part of our everyday lives.

Gamification 100

Gamification Engagement System Feedback 100

CSM Magazine

MAY 9, 2024

Really getting what someone else is saying and feeling their emotions are the secret sauce to supportive interactions. Preparing staff through training and role-playing exercises can equip them with the skills needed to handle these discussions with the requisite care and professionalism.

Engagement 52

Engagement Exercises Customer Confidence Training 52

CSM Magazine

MAY 8, 2024

This will make it easier for your consumers to navigate the process and feel confident in their interactions and transactions with you, further stepping up customer experience. As you strive to establish these comprehensive documentation practices, you can confidently navigate other compliance and legal requirements.

Customer Service 52

Customer Service Policies Guidelines Exercises 52

BlueOcean

OCTOBER 4, 2021

They need to know they can directly affect a subscriber’s lifetime customer value through every customer care interaction. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. And they want every single customer care interaction to reflect that.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

ShepHyken

DECEMBER 6, 2022

When employees interact with customers, they have the great responsibility to represent the entire organization. In that interaction, they become the Chief Moment Officer. Employees on the frontline have unique knowledge about their customers that comes from constant first-hand interactions. Top Takeaways:    . Quotes:   .

Customer Centricity 120

Customer Centricity Culture Exercises Leadership 120

Alida

MARCH 8, 2018

Our customer experience team recently embarked on an exercise to create our own personas. Just as being customer-obsessed means getting everyone on the same page and empowering each employee to own a customer interaction, your personas must be infused across all parts of your business. Vision Critical is no exception. Be collaborative.

Customer Journeys 150

Customer Journeys Exercises CRM Feedback 150

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. Define and consider the specific points of interaction between each customer persona and your brand. They will never truly encapsulate the way humans interact or make decisions or feel things.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Kerry Bodine

JUNE 13, 2017

If you haven’t defined who is interacting with your organization, you can’t judge whether or not their experience is good or bad. When I was in grad school, we did an exercise where we designed a particular experience for both the Pope and a drug dealer. Why is this? Keep in mind that these are OR statements.

Customer Journeys 168

Customer Journeys Exercises How To Banking 168

Experience Investigators by 360Connext

JULY 12, 2022

Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction. The guidebook includes exercises designed to help Customer Listening make sense and have practical application. Get the Free Guidebook.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Kustomer

FEBRUARY 17, 2022

This sets the tone of the interaction from the beginning and it’s for the agent to turn the interaction around. These interactions can often be encounters with individuals that are already angry and frustrated. What Are the Common Causes of Burnout in Customer Service Agents?

Tips 97

Tips Customer Service Exercises Omni-Channel 97

Experience Investigators by 360Connext

APRIL 25, 2023

Organizational culture is the system or collection of beliefs, values, assumptions, norms, and ways of interacting that are shared by members of an organization and influence their behavior and performance. When leading workshops with leaders, I often start with a simple exercise. Tell me about your last interaction with a customer.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

BlueOcean

OCTOBER 4, 2021

They need to know they can directly affect a subscriber’s lifetime customer value through every customer care interaction. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. And they want every single customer care interaction to reflect that.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

CX Journey

JUNE 20, 2018

Customer experience is (a) the sum of all the interactions that a customer has with a company over the course of the relationship and includes (b) the customer's feelings, emotions, and perceptions of the brand during the course of those interactions. Customer experience is not customer service. The two are not one and the same.

Customer Journeys 140

Customer Journeys Communication Exercises Fashion 140

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. Unless you’re committed to that, the mapping would merely be an exercise with no tangible business outcome.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

NICE inContact

SEPTEMBER 10, 2019

For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost as little as 25 cents. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. Forrester ).

Self Service 150

Self Service Contact Center Exercises Customer Expectations 150

Maru Group

APRIL 17, 2023

At Maru, we quantitively capture each emotional component and how they interact to form your brand’s emotional equity. This whitespace exercise allows you to see what emotional levers are aligned or similar and which need to be adjusted to attract more consumers to your brand or product.

Measurement 74

Measurement Exercises Roadmap Consumers 74