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How can you make better business decisions? Imagine you work at a large bank. Your goal is to strategically choose which customer experience problems to solve first – where should you invest time and money to have the biggest impact? One way to rank issues is by expected profit alone. But that discounts the customer. Read More. The post Prioritizing projects with customer journey analytics appeared first on Blog @beyondthearc.com.
The truth is, now more than ever, everyone plays a part in delivering a superior customer experience. Who’s responsible for creating an exceptional customer experience in your organization? Customer Service? Sales? Client Relationship Managers? Marketing? Product Development? IT? Leadership? Don’t worry — it’s a trick question. The truth is, now more than ever, everyone plays a part in delivering a superior customer experience.
In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain. They have recently introduced many new-style speed radars in the villages around my home town in Switzerland.
You can’t decide where you’re going if you don’t take stock of where you are. An amazing customer experience won’t just happen by accident. To assess your readiness for CX improvement, look to the CX Maturity Model. In thousands of interviews across industries, with companies of every possible size, we started to notice certain CX patterns emerging.
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.
The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language. The CBS This Morning crew stopped the interview to give R. Kelly the chance to compose himself.
There are clear reasons why companies should create an outstanding customer experience for their customers. Take a look at what you can learn from the best customer experience companies of 2019 and find out how to apply it to your customer experience work.
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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.
There are clear reasons why companies should create an outstanding customer experience for their customers. Take a look at what you can learn from the best customer experience companies of 2019 and find out how to apply it to your customer experience work.
In honor of International Woman’s Day, I decided to compare the difference in well-being across gender and age by dissecting the 2018 Temkin Well-Being Index (TWBI). I examined the overall TWBI, as well as the three elements that make up the index—the percentage of consumers who agree that they are: Typically happy Healthy Financially Secure As you can see in the charts below: Young females have the lowest level of well-being.
It is International Women’s Day, a day to honor and celebrate the achievements of women who inspire us in their own unique ways. It’s a day to remember why ‘Women’ all around us are so amazing. So, let’s begin by saying this out loud-. “If you want anything said, ask a man. If you want something done, ask a woman.” – Margaret Thatcher said it and we can’t agree any less!
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Journey mapping expert, Jim Tincher, explains how to drive action from journey maps, the importance of involving the entire organization in the process, and how anyone can get started by focusing on the key moments that matter in the customer journey.
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.
Last week I spoke at a local CXPA meeting in Boston. We had a great turnout, thanks to the great work of the planning committee and the wonderful space provided by Education First. I led a discussion about the future of CX, which I believe was applicable to all experience management (XM) leaders. One of my key messages was that we need to think of our roles differently as we push our organizations to even higher levels of CX/XM maturity.
When you’re running a business or you’re a part of a company, you need to be aware of the importance of the omnichannel customer experience (CX). This means, knowing what your customers want, how they feel, and providing them with the best possible experience with your brand or company. Customer experience techniques and strategies have evolved over time, making it possible for everyone to improve their customers’ overall experience.
Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery. These gaps aren’t caused by bot technology itself, but rather by misplaced expectations of performance or a lack of thorough understanding of the various types of bots available.
Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. And their opinions and channel preferences are constantly evolving.
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.
As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions, and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward. All is well and good except when it comes to product-centric organizations.
When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? Chances are that your request has been handled by a chatbot instead of a person. As an increasing number of online businesses have started getting real value from chat bots, the use of this technology has skyrocketed amongst many companies in recent years.
How must we examine the complete customer journey to understand the underlying drive of customers? How can we use that customer journey to develop digital products that better meet their needs? In this episode, Mark Bartlett , Chief Experience Officer at FPX , chats with me about the importance of developing your customer narrative and understanding their behaviors , so you can design products that they’ll get the most benefit out of.
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.
The MaritzCX Ask the CX Experts Team Discuss Voice of the Customer (VoC) Best Practices Join Jennifer Passini, Senior Director of Solution Strategy, Stacy Bolger, Senior Strategic Consulting Director, and Jen Rubin, Senior Director of Solution Strategy, as they answer questions about VoC and share trusted practices that bring value to CX initiatives.
Shownotes… You can’t be afraid of change in Customer Experience. Change is a prerequisite. This episode discusses the changes you … Read More Episode 41 – Changes to Make and Changes You’ll See in Customer Experience. The post Episode 41 – Changes to Make and Changes You’ll See in Customer Experience appeared first on Kristina Evey.
Sharpen your skills and transform your career by attending Interactions.edu and take your Interactions EMEA 2019 experience to the next level! Interactions.edu offers a multitude of sessions delivered by our expert education specialists and business consultants, which are built upon an extraordinary reputation for great content. Interactions.edu is all about hands on training, getting tips and best practices from our experts and sharing valuable, practical knowledge with other NICE inContact use
One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. Author, speaker, and customer loyalty expert Dr.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do.
The digital customer experience evolves rapidly. With every new smartphone release and operating system update comes room for improvement with how consumers experience your brand. Smart CX strategies focus on not simply implementing new ideas for a quality experience, but also improving upon how customers currently interact with the overall digital presence.
You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life.
I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. To measure something like customer emotions in your Customer Experience, you need the proper tools.
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.
This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. – Shep Hyken. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. When asked about it, the owner explained one of the secrets to their success.
Image courtesy of Pixabay Today I'm pleased to share a guest post by Vaishali Gopi with Freshworks. Customer experience has become pivotal to growth and profitability strategies of businesses worldwide. There is now a deeper understanding of customer experience as an incredibly important piece in the success (or failure) of any brand. Research states: By 2020, customer experience will overtake price and product as the key brand differentiator.
The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities.
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