CX Journey

JUNE 17, 2019

What that spells is a lot of opportunities for employees to take part in this journey! Trying to Imitate not Innovate Your culture and your customer experience are your own unique fingerprints. You cannot attempt to copy another company's culture to serve your needs and your customers' needs. Customers change.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

Wired and Dangerous

JULY 10, 2017

So, what is the DNA of customer experience? What if we assumed there was a component in the service encounter across the customer journey unique to each customer? If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty.

Customer Experience 87

Customer Experience Fashion Hotels Connections 87

Eptica

JANUARY 15, 2016

Consumers will expect that technological innovation is backed up by integrated customer service that spans multiple channels. However, in many cases insurers still struggle to bridge silos between different departments, who are all responsible for individual parts of the customer journey.

Insurance 48

Insurance Customer Experience Policies CRM 48

Totango

FEBRUARY 22, 2021

Amid the constant changes from the COVID-19 pandemic last year, our customers changed the game in their own industries, adapting to the unknown with resilience and innovation by transforming their customer interactions at unprecedented speed.

Customer Success 62

Customer Success Hospitality Sports Leadership 62

Kustomer

SEPTEMBER 16, 2019

Since our founding in 1892, we have always been known for creating unique store experiences – but the rise of omnichannel retail requires meeting our customers wherever, whenever, and however they choose to engage with our brands. Increasingly, even when the customer journey finishes in a physical store, their journey often starts online.

Omni-Channel 45

Omni-Channel Retail Customer Journeys Meeting 45

Chattermill

MAY 12, 2019

Through these interviews, Michelli came away with a set of fundamental principles, such as the importance of understanding the customers’ changing expectations, developing a training program centered around CX and a consistent experience across hotels, and empowering employees. Made in America by Sam Walton.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ProProfs Chat

APRIL 24, 2020

In short, understanding the customer’s psychology plays a huge role in your business to create strategies that build an amazing experience for all. This effort not only helps you understand how to handle difficult customers but also allows you to create delightful customer journeys.

Tips 82

Tips Customer Service Social Media Chatbots 82

Customer Alignment

OCTOBER 2, 2017

As a result, these leading-edge companies perform substantially better across the whole range of business measures, from profitability to customer retention rate.” We work with companies just starting out in Customer Experience as well as those who are more advanced along their Customer Experience path.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Eptica

OCTOBER 26, 2015

Are there any potential pain points on the customer journey? Is my strategy flexible enough to cope with change – for example, can I move agents from one channel to another to meet changing levels of demand? consumers have higher expectations than a year ago when it comes to the customer experience.

Customer Service 48

Customer Service Self Service e-support Retail 48

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. WHAT IS EXCELLENT CUSTOMER SERVICE? We know customers expect it, but just what does it look like to deliver exceptional service? Customers want empathy.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

Qualtrics

JULY 7, 2020

I think generally, this has exposed people to online ordering and we have a lot of new customers that I don’t see rushing straight back to brick and mortar stores.” A big advantage for us is we can scale everything we do — so if we try an innovation or a new feature in one market, we can scale that globally pretty quickly.

Customer Experience 26

Customer Experience Survey Customers Feedback 26