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Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran.
Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. We will get through this. And right now your customers are looking to you for exactly how they can get through this, too. Your customer experience team is looking to you, also.
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud. It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. I can’t understand why any organisation would still have trouble offering superior customer service when there are so many great examples they merely have to copy.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud. It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. I can’t understand why any organisation would still have trouble offering superior customer service when there are so many great examples they merely have to copy.
Last week, we provided our customers with a complimentary survey template that could be used to get a pulse on customer and employee needs in these unprecedented times. We’re thrilled to see the rapid response from companies embracing the template to better understand the changing wants, needs, and emotions customers and employees are experiencing at this time.
Taking Care of Your Customers “After” This is the last of three blogs discussing an exceptional Service Experience. The first two looked at what happens Before and During the service. Today we’ll look at what happens After vehicle servicing is completed. As a quick reminder, an exceptional Service Experience cannot be understated. Not only do we want owners to return.
Experience Management (XM) is critical for reacting to changes being caused by the COVID-19 pandemic and economic downturn. But organizations need to shift from a rhythm of tracking to an obsession with sensing. The post Experience Management In A Crisis: Shift From Trending To Sensing appeared first on Experience Matters.
Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. What’s driving this paradoxical shift? Accountability. If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed. As I’ve mentioned before, I’d rather act and make decisions based on the facts at hand than sit idle and wait for some arbitrary sign of approval later.
The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media. The Study includes over 110,000 individual brand responses that cover 198 UK consumer brands.
During this "XM Fireside Chat," Bruce Temkin & Susan Haufe discuss healthcare experience in the current pandemic environment. The post XM Fireside Chat: Healthcare Experience With Bruce Temkin And Susan Haufe appeared first on Experience Matters.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More.
In each episode of the Daily Dose of OPTIMISM, I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today’s Daily Dose of OPTIMISM comes courtesy of a young man in Maryland, whose name is Cavanaugh Bell.
With everything going on in the world, many workplaces are making the switch to having their employees work from home. And as nice as it sounds to get to stay home all day, it can take quite a toll on physical and mental health when routine changes. It can feel like you’re navigating new waters, View Article.
Buying habits are changing, and now is the time to reconsider your customer experience strategy. Take this opportunity to reintroduce your brand to your customers and cultivate loyalty that extends far beyond the next few months.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Stating the obvious, the past few weeks have been a turbulent time for everyone the world over. In response to this crisis, the world of work has been rapidly evolving. For our clients, our partners, our employees, and our followers here on this site, I want to share a short update about current state of affairs here at Blue Ocean. To cut to the chase: we are fully in business.
Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. What’s driving this paradoxical shift? Accountability. If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to
Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.
Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut , which premiered on March 27, 2020. It will be, I hope, a helpful reference for people designing integrated TV + shopping experiences in the future. It gave my brain something to focus on other than the coronavirus — and maybe you’re looking for such a distraction, too.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding. No one wants that. What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this.
Many things can cause a team to be dismantled. Having not built the right team from the beginning can cause you to have to rebuild. Of course, things such as Covid-19 and a recession can cause this too. In this blog post, I will share the five steps to follow when it comes time to start rebuilding your team. Stay in Touch (overcommunicating is a good thing).
Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.
By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX. Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses. The presenter told a story about a fictitious restaurant, whose name in the story turned out to be an actual diner in Massachusetts.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. These are lifelines for millions of people and in field service, COVID-19 represents a unique challenge. With so many people currently at home – whether on a voluntary or mandatory basis – customers are likely to experience more issues than usual and need far more support.
Three months into 2020, and we already have “Can we uninstall 2020, this version has a virus in it” memes swarming us in social media. With countries and cities getting into lockdowns and lives pulled into a standstill, Coronavirus, or more sophisticatedly titled as COVID-19 , has made communities stay away from each other for survival. It’s easy to lose your hopes and be stuck with the negative side effects of any event, especially when as a community we’re battling a global pandemi
The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo. In most cases, it is personal information that is leaked, but those problems compound for both users and companies when payment information is exposed.
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