eglobalis

OCTOBER 14, 2024

Many of these educators rely heavily on existing resources—such as books, blogs, reports, and familiar frameworks—without pushing the boundaries of the field through hands-on practice. educators have even started publishing books in an effort to position themselves as CX experts. In some cases, particularly in the U.S.,

Customer Experience 444

Customer Experience Customer Journeys Case Study Innovation 444

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book. She published her first book, Find Your Red Thread: Make Your Big Ideas Irresistible , in 2021.

Banking 143

Banking Customer Centricity Culture Communication 143

AWS Machine Learning

DECEMBER 23, 2024

Customer: Id like to check my booking. Virtual Agent: Thats great, please say your 5 character booking reference, you will find it at the top of the information pack we sent. What is your booking reference? Virtual Agent: Your booking 1 9 A A B is currently being progressed. Customer: Id like to check my booking.

Virtual Agent 113

Virtual Agent Self Service Travel Connections 113

ECXO

OCTOBER 23, 2024

Future Trends in AI for Customer Service As AI technology continues to evolve, it’s important to explore the future trends that will shape customer service: · Google Duplex : Google Duplex is an AI system designed to perform simple, real-world tasks like booking appointments by making phone calls on behalf of users.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

AWS Machine Learning

JANUARY 22, 2025

However, when users want to search or book flights and hotels, they are connected to an agent who guides them through the process, collecting essential information while maintaining the session until completion. The input of the node is the output of the Condition node output Conditions Booking. Choose Save to save your flow.

Travel 126

Travel Hotels e-support Examples 126

ECXO

FEBRUARY 20, 2025

Rather than just promoting ride availability, Uber emphasizes the ease of booking, the comfort of knowing driver details, and the assurance of cashless transactionsaddressing common frustrations with traditional taxi services. Uber: Ubers value proposition centers on convenience and reliability.

Loyalty 293

Loyalty Competitive Advantage Advertising Feedback 293

Experience Investigators by 360Connext

AUGUST 6, 2024

He is also the author of seven books including the acclaimed: It’s Not Who You Know, It’s Who Knows You!, Why Customers Leave (and How to Win Them Back), The Morning Huddle, and his newest book, Ridiculously Easy to Do Business With. David’s insights have been featured on thousands of media outlets around the world.

Entertainment 310

Entertainment Culture Consulting Connections 310

AWS Machine Learning

OCTOBER 30, 2024

This will deploy a Lambda function (book-hotel-lambda) and a CloudWatch log group ( /lex/book-hotel-bot ) in the us-east-1 Region. This will deploy a Lambda function (book-hotel-lambda) and a CloudWatch log group ( /lex/book-hotel-bot ) in the us-west-2 Region. In the Languages section, choose English (US).

Chatbots 104

Chatbots Hotels Contact Center Telecommunications 104

Blake Morgan

MARCH 11, 2025

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” Listen to the episode on Apple Podcasts , Spotify or your favorite podcast platform. Blake Morgan was called The Queen of CX by Meta. 8CXLaws.com.

Leadership 110

Leadership Chatbots Customer Experience Professionals Culture 110

ECXO

MARCH 19, 2025

Cognitive Load and Decision Fatigue Barry Schwartz, in his book The Paradox of Choice , discusses how excessive options and social engagement can lead to decision fatigue. Silent services cater to this by allowing customers to engage on their own termswhen they want, how they want, and without unnecessary pressure.

Customer Experience 216

Customer Experience Self Service Chatbots Trends 216

Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Case Study 310

Case Study Hotels Travel Company 310

InMoment XI

JANUARY 27, 2022

In April 2021 however, New Zealand entered into a quarantine free travel agreement with Australia leading to a surge of flight bookings throughout 2021 and into 2022. So assuming that all my guests follow through on their promise to book a customer-focused airline, then that’s already $60,000 in lost revenue.

Airlines 397

Airlines Customer Experience Policies Financial 397

ShepHyken

FEBRUARY 12, 2025

One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the Human Experience. The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch.

Customer Service 85

Customer Service Strategy Chatbots Customer Service Training 85

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

InMoment XI

AUGUST 17, 2023

Take the initiative today and book your meeting to start your journey towards improved NPS and a remarkable customer experience. Book your meeting today We look forward to discussing how we can support your growth and success.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ECXO

NOVEMBER 19, 2023

Notably, he is the creator of the Customer Centricity Score (CCS) and the author of the acclaimed book “Leading Design”, a guidebook for developing design-centric organizations. His research focuses on organizational maturity, design leadership, and customer-centricity.

Customer Centricity 367

Customer Centricity Metrics NPS Leadership 367

Customer Bliss

FEBRUARY 18, 2022

asks my friend Chip Bell , whose latest book is Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Know Your Guardrails. Who are we together and how do we figure out solutions to the problems?” Building a strong foundation for future planning is the start. Move with Purpose.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

ECXO

APRIL 18, 2024

Founder of CustomerServiceCulture.com, a content hub with over 300 blogs and podcasts, and author of the book ‘The Power of Digital Conversations’ Paolo is also an international speaker. In fact, as a consultant and trainer, he has been helping client companies harness digital customer service as a key business driver.

Insurance 334

Insurance Consulting Travel B2B 334

Experience Investigators by 360Connext

JANUARY 21, 2025

Hes a 12-time International Customer Experience award winner, frequently writes and speaks on CX topics, and co-authored The Publicity Handbook (McGraw Hill), a Fortune Book Club selection. A founding member of Cisco Systems CX function, he helped build the function with a focus on digital experience and partners.

Handbook 143

Handbook Wait Times Innovation Customer Journeys 143

BlueOcean

OCTOBER 21, 2024

Book an appointment today. From a ruined reputation to a lost lifetime of sales to a never-ending cycle of replacing old customers, the cost is considerable. Are you ready to protect yourself against this expense? We’d love to chat with you about building a better customer experience.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

AWS Machine Learning

DECEMBER 11, 2024

The challenge: Scaling quality assessments EBSCOlearnings learning pathscomprising videos, book summaries, and articlesform the backbone of a multitude of educational and professional development programs. This correctly reflects the assertion of the Consumer Relevancy model as described in the Book Summary.

Guidelines 83

Guidelines Innovation System Consumers 83

Calabrio

FEBRUARY 20, 2025

Book a demo to learn more. By making chatbot analytics a priority , businesses can maximize chatbot effectiveness and unlock the full potential of AI-powered self-service , leading to greater efficiency, cost savings, and customer loyalty.

Self Service 162

Self Service Chatbots Analytics Contact Center 162

PeopleMetrics

JANUARY 10, 2025

When I wrote my first book Listen or Die in 2018, my mission was to help businesses understand one essential truth: listening to your customers is not optional. The 40 lessons in the book were designed to guide companies in building strong Voice of Customer (VoC) programs that deliver real results.

Exercises 71

Exercises Voice of Customer Tools Technology 71

Comm100

FEBRUARY 12, 2023

Handle appointments and bookings One of the top use cases for universities using chatbots is in automating the booking of appointments and resources. Task bots can easily be integrated with existing scheduling tools to handle bookings and appointments in higher education.

Chatbots 232

Chatbots Self Service Resources Social Media 232

ShepHyken

DECEMBER 2, 2024

Plus, Edwin shares more insights from his book, Mastering the Customer Experience. He is a serial entrepreneur and is the author of 19 books, including his latest, Mastering the Customer Experience. High-Level Workflow Worksheets: Map current to future workflows to see where you can enhance the customer journey.

Customer Experience 79

Customer Experience Return on Investment Policies Customers 79

Blake Morgan

DECEMBER 30, 2024

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” Listen to the episode on Apple Podcasts , Spotify or your favorite podcast platform. Blake Morgan was called The Queen of CX by Meta. 8CXLaws.com.

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

Blake Morgan

NOVEMBER 19, 2024

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” Learn more and explore Brittany’s SUPER framework at BrittanyHodak.com , or grab your copy of Creating Superfans today! ” To learn more visit www.8CXLaws.com.

Loyalty 69

Loyalty Strategy Leadership Connections 69

ECXO

OCTOBER 5, 2023

He and his brother Peter, an Oxford D.Phil in Cognitive Psychology, have written three books on customer experience strategy and NPS. Maurice FitzGerald is the former VP of Customer Experience for HP’s $4 billion software business and was previously VP of Strategy and Customer Experience as well as Chief of Staff for HP in EMEA.

Survey 380

Survey Net Promoter Score NPS Exercises 380

Experience Investigators by 360Connext

JULY 9, 2024

Before GitLab, David built and scaled the Americas Customer Success team at Cisco, managing a $2B book of business that included high/low touch, digital, and partner success. In prior roles at EVault and Cisco, David has also led development teams, cloud operations, and services (professional, managed, and support).

Fashion 284

Fashion B2C Hotels Insurance 284

InMoment XI

NOVEMBER 5, 2024

Businesses can upload photos, present special offers, and invite users to book reservations from Maps. The free tool allows businesses to manage their profiles and connect with customers directly on Apple Maps. It also encourages user-generated content by letting customers upload photos and provide thumbs up/thumbs down ratings.

Connections 195

Connections Software Analysis Social Media 195