Experience Investigators by 360Connext

OCTOBER 15, 2014

It was at South by Southwest Interactive Conference about 5(!) Ann and I had communicated virtually for a number of years by then. Ann understands and communicates which rules are sacred and which rules are meant to be broken. (I’ve It’s not the Elements of Style 2.0. It’s the Elements of How-You-Like-Me-Now?

Social Media 275

Social Media Consulting Conference Communication 275

Experience Matters

MARCH 1, 2015

This week, I attended the annual MIT Sloan Sports Analytics Conference , Once again, I really enjoyed hearing players, owners, general managers, members of the press, and experts discuss two of my favorite topics: #sports and #analytics. 3) Communications and relevance is critical. 5) Brian Burke hates even the thought of tanking.

Sports 120

Sports Conference Analytics Social Media 120

Beyond Philosophy

OCTOBER 4, 2019

They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. We talked about advertising and communication in a recent podcast. We talked about advertising and communication in a recent podcast.

Communication 25

Communication Marketing Advertising Conference 25

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences. This first one is from HubSpot.

Customer Engagement 157

Customer Engagement Engagement Social Media Measurement 157

SurveySparrow

DECEMBER 6, 2021

It is wise for human resource professionals to attend HR conferences. In this article, we are going to look at 20 of the best HR conferences in 2021, both virtual and in-person conferences. It is a special Human Resource conference for those who are in the talent acquisition space. SHRM21 Annual Conference & Expo.

Conference 98

Conference Employee Engagement Leadership Trends 98

Uniphore

JANUARY 4, 2022

Learn about new Uniphore product announcements that will redefine the way teams engage customers in the virtual-first world. Umesh co-founded Uniphore with Ravi Saraogi to bridge the communication gap between man and machine using voice and speech. Discover new ways to build and enhance contactless relationships with customers.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Much of what makes for exceptional experiences is simple, clear, and transparent communication. Companies like Cisco, Novartis, and Estee Lauder, and associations like American Hospital Association, Global Workspace Association, and the Professional Beauty Association are using DoubleDutch at meetings and conferences worldwide.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Daniel Group

NOVEMBER 30, 2022

– The Daniel Group 2022 Client Conference. Our annual conference theme, Dollars & Sense, suggests the two primary foci of our conference: 1.) Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program. Who was there?

Conference 98

Conference Groups NPS Net Promoter Score 98

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Many businesses embraced omnichannel solutions, with journey orchestration tools improving engagement and reducing friction across touchpoints across 2024.

Trends 109

Trends Self Service Omni-Channel Social Media 109

Russel Lolacher

FEBRUARY 16, 2021

Are you ready to be a better communicator? I had the pleasure to speak on the challenges to good communication and tips to improve it at the BIG Ready conference. Mike invited me to be on his communications panel, with some pretty amazing brains: Jenna Britton , Dr. Therese Huston , and Dave Delaney. Getting to the point.

Communication 104

Communication Conference Exercises Tips 104

Michelli Experience

JANUARY 19, 2018

Guest post by Zorian Rotenberg: As more and more hard evidence surfaces indicating the impact of employee engagement on company performance, it’s clear that organizations actively addressing this concern will outperform their competitors. Defining Employee Engagement. In other words, engaged employees care. Let’s take a look.

Employee Engagement 127

Employee Engagement Engagement Effort Score Measurement 127

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy.

Engagement 110

Engagement Social Media Sales Loyalty 110

BirdEye

JUNE 14, 2023

Communication channels are at the heart of any successful business. Using these channels strategically will help keep customers engaged and employees productive. In this article, we’ll share the why, what, and how of communication channels to effectively reach customers and your employees.

Communication 98

Communication Social Media Video Meeting 98

GetFeedback

FEBRUARY 12, 2019

Given this trend, it’s no surprise that customers prefer to engage with people and companies via SMS, otherwise known as text message. Companies are sending unbranded, batch and blast SMS surveys to customers, which hinders engagement. GetFeedback’s SMS Invitations. What do SMS surveys look like at GetFeedback?

Omni-Channel 236

Omni-Channel Transportation Comparison Survey 236

BlueOcean

JULY 20, 2023

In the olden days (pre-2020,) vendor meetings frequently involved calling into a conference line. Establish the Rules of Engagement: parameters around communication, expectation on timelines and what slippage/remediation might look like. Expect that everyone stays focused and engaged. Natural dialogue is harder.

Contact Center 294

Contact Center Travel Culture Meeting 294

CX Accelerator

NOVEMBER 11, 2022

More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. They would own the strategy, be a senior influencer across the business, and provide executive level communications. The first person we would hire would be the Head of CX.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Customer focused measures are built into performance objectives and bonus schemes, whilst communication, employee engagement and learning & development activity keeps an army of Customer Experience ‘people’ busy.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Totango

JUNE 21, 2023

This cross-functional alignment was a key topic at the recent TSIA World: Interact conference , where leaders across functions emphasized the need for these departments to work together to unlock new growth opportunities​. This enhances your user engagement and ensures your customers are always informed.

Communication 89

Communication Customer Success Conference Customer Journeys 89

BlueOcean

OCTOBER 4, 2022

It’s been three years since the last in-person conference, and this gathering was a triumphant return to face-to-face knowledge share and ideation. The conference was exceptionally valuable and every bit mind-blowing. For many, this looks like strengthening your internal communication. 4x Growth with Better Employee Experience.

Conference 156

Conference Entertainment Employee Experience Contact Center 156

InMoment XI

SEPTEMBER 20, 2022

Employee Engagement: Doing What (Almost) Everybody Else Does. This construct is engagement, which also seeks to quantify emotional and rational job satisfaction (as well as motivation to think, feel, and act). The principal intents of employee engagement, then, are to identify: What originally drew individuals to the company.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Employee Engagement Conference 93

Thematic

JANUARY 2, 2019

Removing barriers that prevent exceptional customer service will lead to a more engaged service center. Leadership must be committed to improving and should regularly attend training, seminars and conferences. Be transparent: provide clear, honest and effective communication. This leads to happy, loyal customers.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help. Left: Staged photo to communicate vision. Managers have better communication with staff.

Case Study 152

Case Study Airlines Conference Wait Times 152

Kristina Evey

MAY 15, 2018

Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. As with culture, leadership must model Core Values in their actions, behaviors, thoughts, and communications for them to be believed understood and embraced by staff.

Customer Experience 231

Customer Experience Culture Leadership Customers 231

GetFeedback

JUNE 10, 2019

This results in better engagement, stronger completion rates, and more customer data. Make sure your form is customized using your colors and logos so that you also communicate your identity through the survey. IAM Weekend is a yearly conference for creative thinkers and organizations to discuss the future of internet culture.

Feedback 199

Feedback Survey Conference Airlines 199

Experience Investigators by 360Connext

MAY 4, 2015

I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference attracted some of the biggest names in customer centricity from all over the retail, hospitality, and financial service industries.

Customer Experience 110

Customer Experience Customer Journeys Conference Retail 110

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions. Why is Conversational Intelligence Important?

e-support 195

e-support Healthcare Multi-Channel Call Center 195

Horizon CX

SEPTEMBER 1, 2023

Then there are those organizations that get engaged with CX because a senior leader either read a book on CX or attended an industry conference where CX was presented in such a way that demonstrated how that business drove revenues and profits to higher levels through CX than if they hadn’t engaged.

Exercises 246

Exercises Customer Centricity NPS Culture 246

BirdEye

SEPTEMBER 18, 2024

Customer engagement: Google Maps allows customers to leave reviews, ask questions, and share their experiences with your business. You can build trust and reputation by actively engaging with customers through Google Maps. Google Meet: Conduct video conferences, online meetings, and webinars.

Engagement 105

Engagement e-support Multi-Channel Video 105

NICE inContact

OCTOBER 30, 2019

Award winners will be selected for excellence in vendor communication and partnership, implementation best practices including efficiency of roll-out, product/solution adoption, and training of agents and supervisory staff. Winners will demonstrate notable changes in agent absenteeism, attrition, and agent utilization.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

Optimove

JUNE 22, 2023

Picture this; you’re walking through an unfamiliar part of town, heading for a conference you’re speaking at in a neighborhood in which you’ve never set foot. Customer engagement:   Beacons are great when it comes to elevating the personalized in-store shopping experience, and by default, engaging customers at precisely the right moment.

Customer Engagement 98

Customer Engagement Technology Engagement Loyalty Programs 98

Beyond Philosophy

NOVEMBER 11, 2014

In this way, Target has used the natural tendencies of people to change their habits as the time to communicate that Target has everything they need. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

TechSee

AUGUST 14, 2023

In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker. Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

NOVEMBER 1, 2018

They uplift their drivers/employees by being authentic and engaged. Mary and her team ensure that they’re conscious and connected with the driver community. Tactic 1: Be Authentically Engaged. In an industry where supporting highly engaged sports fans is your business, it’s important that employees are engaged as well.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

C3Centricity

APRIL 2, 2018

As the handbook mentions: “Architecting a world-class Insights organization requires executive, cross-functional commitment/engagement” To do this, they mention the following six points: Vision & Pace. Awareness of communications. Seat-at-the-table and leadership. Functional talent blueprint. Customer profiles.

Handbook 275

Handbook Marketing ROI Social Media 275

ChurnZero

NOVEMBER 26, 2024

3: Provide an engaging overview. Begin your customer success job description with a short, engaging summary that captures key details about your company, the purpose of the role and its importance, as well as expectations regarding the location. Represent the company at industry events and conferences.

Customer Success 52

Customer Success How To Insurance Culture 52