Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. Let customers move at their pace.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

OCTOBER 3, 2022

Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. CMSWire) As a customer experience professional, do you have to be a trained statistician?Thankfully, As we all know, statistics play a big role in measuring customer satisfaction and tracking progress over time. Thankfully, no.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. Here are my top five picks from last week. Follow on Twitter: @Hyken .

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay!

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Tricia Morris

DECEMBER 18, 2015

. • Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. So, this is the real science of customer experience. Steve Offsey: Yeah, absolutely.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251