ECXO

JULY 1, 2024

It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding. It allows leaders and marketers to tap into universal themes and symbols that resonate deeply with people, fostering a sense of connection and shared meaning.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

C3Centricity

JULY 1, 2019

In a customer-centric organisation, everyone has annual objectives which include connecting with customers on a regular basis. Some organisations also make a habit of getting their employees to watch and listen to their customers in direct observation or connection sessions. Please contact me for more on our 1-Day training sessions.

Culture 234

Culture Exercises Connections Customer Centricity 234

Experience Investigators by 360Connext

DECEMBER 15, 2023

Connect the employee experience to the customer experience in big ways. See how fun it is to connect the CX dots? This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand. Communicate that pride often!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

CloudCherry

DECEMBER 28, 2017

That was the overarching thought with which the management team decided to shun data and connectivity to solve some wicked challenges confronting us using the power of Systems Thinking. I have been told that this was the FIRST major brainstorming exercise at CloudCherry since inception that I played no role in. How to Draw Toast?

Exercises 199

Exercises Video System Sales 199

AWS Machine Learning

OCTOBER 30, 2024

Solution overview For this exercise, we create a BookHotel bot as our sample bot. Amazon Connect Global Resiliency enables you to automatically maintain your instances synchronized across two Regions, making sure that all configuration resources, such as contact flows, queues, and agents, are true replicas of each other.

Chatbots 101

Chatbots Hotels Contact Center Telecommunications 101

ECXO

MARCH 6, 2025

Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers. This exercise makes it clear where the experience is falling short. If you enjoyed this read, connect with me on LinkedIn !

B2B 339

B2B Customer Journeys How To Effort Score 339

Experience Investigators by 360Connext

NOVEMBER 7, 2023

The problem, however, is those efforts are wasted if the new connections don’t stick. Exercise, stress management, and eating specific foods can boost our serotonin. Encourage customers to tag your brand on social media or use specific hashtags to connect with other customers and your brand’s larger community.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

ShepHyken

MARCH 4, 2025

This isnt a do it once exercise. Connect with Shep on LinkedIn. For example, if customers frequently complain about long hold times when calling your competitions customer support, examine your companys response time. If customers are frustrated by your competitions complicated return policies, make sure you arent guilty of the same.

How To 82

How To Exercises B2B Feedback 82

Comm100

DECEMBER 16, 2024

But as automation becomes a cornerstone of customer service, a pressing question emerges: Is it possible to balance the efficiency of technology with the human connection that customers still crave? Ensures a seamless customer experience by connecting users to the right person quickly, reducing wait times and minimizing frustration.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

CloudCherry

MARCH 28, 2019

CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Connecting CX to ROI. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? But that’s where the connection stops.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

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. Like exercise or learning something new, role-playing consistently will make an impact. Include role-play exercises in regular training cadences. So what is empathy?

Exercises 214

Exercises Culture Employee Engagement Customers 214

Uniphore

JANUARY 13, 2022

on most days I will either get some aerobic exercise via Peloton or some weight training in the gym. AD: Stay connected to your purpose and mission. When you’re connected to purpose and mission, you have a better sense for what is important. At around 6 a.m. How is my team contributing to success?”,

Meeting 246

Meeting Culture Exercises Connections 246

InMoment XI

OCTOBER 31, 2024

Average Time in Queue (ATQ) ATQ measures the average wait time customers experience before connecting with an agent. Percentage of Calls Blocked This KPI tracks the proportion of calls that fail to connect because the call center’s capacity is full. The training could include educational resources and role-playing exercises.

Call Center 195

Call Center Metrics Self Service Effort Score 195

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. One of the most important things a good journey map can do is connect the employees of an organization to the customer.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

CSM Magazine

MAY 7, 2024

Physical Team Building Exercises Field Day : A classic out-of-door exertion, Field Day, engages crews in competitive games like relay races and haul- of- war. We’ve got the scoop on some of the most engaging team building exercises that’ll have your crew collaborating like best buddies and boosting morale sky-high.

Exercises 52

Exercises Engagement Culture Groups 52

ECXO

JULY 8, 2024

This process primes our brains for improved CX as it strengthens neural connections related to empathy and emotional understanding. By exercising this area, we can become more adaptable and creative in our responses to customer needs. Cognitive flexibility stems from the brain’s prefrontal cortex.

Customer Experience 194

Customer Experience How To Exercises Study 194

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Connecting these numbers to CX improvements is the tough part. Increase Revenue. Importance of Journey Mapping.

Financial 218

Financial Metrics Customer Journeys NPS 218

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. Determine what others in your organization need to know to really connect with the person who is your customer. But what are they, really? How are they created? What is a Customer Persona?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Storyminers

AUGUST 28, 2017

They aren’t just doing ‘low-hanging fruit’ exercises, they’re very focused on creating enterprise and customer value at the same time. Digital engagement ideas and tools allow Clorox to connect with customers in fresh and personalized ways.

Brands 350

Brands Healthcare Roadmap Exercises 350

Alida

OCTOBER 4, 2016

Connection is established when the community supports shared experiences. One interesting tactic from Minser was the use of ‘cascading activities,’ which are promotional activities that lead to other engagement exercises. Fulfillment means that community members find immediate value in participating.

Engagement 250

Engagement Strategy Entertainment Exercises 250

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. And those dashboards provide insights, for sure, but often lack connections between the customers who represent those numbers or the actions required to make real changes. Product roadmaps.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Experience Investigators by 360Connext

JUNE 8, 2021

This exercise is a great way to predict what you need to change to be there for the changing customer journey. For example, knowing that more customers are now comfortable with using their mobile device to get information while they’re shopping in-person could mean friction if stores have slow wifi connections.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

ECXO

JULY 29, 2024

Vodafone focuses on connecting for a better future through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication. This exercise helps ensure a seamless customer experience across various channels and interactions and pinpoint areas that need enhancement.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ijgolding

DECEMBER 9, 2014

The purchase (actually conducted as a mystery shopping exercise whilst in my role as Head of Group Customer Experience at Shop Direct) has led to me experiencing another certainty in my life – my annual ‘Happy Birthday’ email from JD Williams. Virgin trains WiFi failing to work is also an annoying certainty!

Hotels 212

Hotels Customer Retention Retail Communication 212

Calabrio

MARCH 31, 2025

GenAIs Benefits and Potential in Contact Centers and Customer Service Much more so than its predecessors, the integration of generative AI in contact centers is not just about automation; it’s about fundamentally transforming how businesses connect with their customers.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

CX Accelerator

FEBRUARY 2, 2020

. - Psychology (5 mentions) I gained a clear understanding of motivation and behavior, combined with the ability to see connections between seemingly unrelated facts and situations. Key to this exercise is understanding customer thinking, motivation, and behavior. Eric Engwall.

Customer Experience 182

Customer Experience Customer Journeys Tourism Exercises 182

C3Centricity

OCTOBER 22, 2018

As you probably know, actually becoming your customer and seeing the market from their perspective, is one of the exercises I suggest to better understand them. This moves the connection from a somewhat cold, professional exchange, to something far more friendly and personal, if not actually personalised. How often do you do it?

Healthcare 285

Healthcare Consumers Customer Service Company 285

Comm100

FEBRUARY 6, 2023

Companies can no longer connect with clients on a human level, and as a result, clients feel neglected. Enhance employee experience for greater customer experience Your employees play a vital role in connecting with your clients, whether through a phone call or a face to face communication.

Financial 243

Financial Trends Self Service Customer Experience 243

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Providing focus to the experience was something every employee could understand, connect to emotionally, and understand how their role helped. Here’s an exercise for you to try: Ask one employee what your brand promise is and note their answer. Their products already did that, in some cases quite literally! Then ask another.

How To 214

How To Airlines Brands Hotels 214

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Connect the employee experience to the customer experience in big ways. See how fun it is to connect the CX dots? This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand. Communicate that pride often!

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Beyond Philosophy

FEBRUARY 15, 2024

As part of this exercise, choosing an emotion that drives value for your customers is essential. The post How to Create Unbreakable Brand Loyalty through Emotional Connection appeared first on Beyond Philosophy. Therefore, the first thing Black should do is identify the emotion they want to evoke. Click here.

Connections 88

Connections Loyalty Brands How To 88

Storyminers

NOVEMBER 30, 2016

Imagining your organization as an adaptive enterprise is a valuable exercise. I was particularly impressed with two specific features that enable the Adaptive Enterprise concept: SAP Hybris comes with native abilities to connect third-party data sources. That means that you can connect just about any sensor to the network.

Omni-Channel 217

Omni-Channel System Case Study Leadership 217

Experience Investigators by 360Connext

JANUARY 26, 2021

This is a great exercise for contact center leaders, serving as a way to get feedback from a random sample of customers who contacted them for support. ” Find real people who resemble your persona and see what groups they join, what questions they have, and what connections they make.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Thematic

APRIL 4, 2023

Two of the most popular apps for tracking your runs and rides are Strava and Garmin Connect. I’ve chosen to compare customer feedback between iOS apps Strava and Garmin Connect, hence the awesome introduction not written by me. This introduction was brought to you by ChatGPT, the in-vogue AI chatbot.

Connections 71

Connections Analysis Feedback Sports 71

rethinkCX

FEBRUARY 13, 2025

Use simulations and role-playing exercises to improve real-world interactions. For more expert insights, subscribe to our blog or connect with our team for tailored solutions. Reduce customer wait times and enhance issue resolution speed. Balance workloads for improved agent performance.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

AWS Machine Learning

APRIL 1, 2025

You can explore the debug panel at the bottom of the page to understand which custom connectors need to be connected to automations and entities. Outside of work, Hao enjoys international traveling, exercising, and streaming. After completion, the application will be imported to your development environment.

Self Service 89

Self Service Travel Innovation Exercises 89

ECXO

AUGUST 9, 2023

CX leaders are already powered by connected data and capabilities to do this in real-time. Continuously improve Client centricity isn’t a one-off exercise. Connected, real-time data is the powerhouse behind decision-making and intelligence-led interactions. Don’t go into airplane mode. Value is created through client insights.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296