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If you’re familiar with the Gartner Hype Cycle , you’re probably familiar with the “peak of inflated expectations” and the “trough of disillusionment” that are precursors to the “plateau of productivity” represented by emerging technologies. While Customer Experience (CX) is not a technology (although technology supporting CX is becoming more and more prevalent in Gartner’s hype cycle), you may be observing a similar CX evolution in your organization and in the market.
We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. While this is certainly true, it also requires an experienced and committed CX Leader. Of course, being a CX Leader is not easy. It’s even harder to be an effective one. Thinking about this reminded me of a good article titled “Key Traits of Effective Customer Experience Leaders” written by freelance writer Aki Merced and published in Tenfold.
One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Sometimes, my guests are surprised at how their trajectory, even if it seems nonlinear, has played a critical part in their professional development. In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her b
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.
Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. "Put customer experience at the heart of your operations.”- McKinsey. "Customer experience is the key competitive differentiator.” - Wall Street Journal. Yet, a common theme that emerges when we talk to clients about their CX efforts is the struggle with how to get started.
Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success. At CloudCherry, we want to disrupt the customer experience industry. There’s a lot of noise out there about what CX teams should be doing.
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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.
Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success. At CloudCherry, we want to disrupt the customer experience industry. There’s a lot of noise out there about what CX teams should be doing.
No matter what kind of business you’re in, you need to know your audience well in order to sell to them, educate them, and to ultimately retain them as loyal customers. So, how can you learn about them? Sending surveys. But, in order to be successful, you need to create surveys deliberately. You need the right survey tools. When it comes to choosing survey tools, there are a number of factors at play.
A customer experience transformation is underway at Cable & Wireless, a $3.6 billion telecommunications company. During this recorded webinar, Alvin Stokes, senior vice president of customer experience at Cable & Wireless Communications, shares how this transformation led to a dramatic increase in revenue and NPS® for Cable & Wireless.
Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers. Teams that deliver that kind of customer service have one thing in common: they’re constantly working to improve.
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.
This article features the post-chat survey best practices that all customer service teams should use to measure the success of their live chat program. .
Six technologies that can streamline your restaurant operations and improve your restaurant’s relationship with its customers and staff in the process.
I’ve been so pleased with the response to my recent video on looking ahead at the state of customer experience, which sparked a lively conversation on LinkedIn and gotten more than 13,000 views so far (wow!). Since I’ve received so many thoughtful comments and questions especially about the work of leading the experience practice in various organizations, I wanted to share a few of my favorite lessons that I’ve gleaned over the years. 1.
We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. But a lot can be learned from looking at the negatives too. And it’s certainly better to learn from the mistakes of others, than to go through that pain yourself. Here are five real life examples of live chats gone horribly wrong.
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.
Post-chat surveys are the best method to measure if you’ve successfully implemented your live chat customer service program. While there are many ways to measure the success of your chat program, post-chat surveys are the one metric in particular that you shouldn’t skip out on because it measures what’s most important — the customer’s satisfaction. .
Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service. . If you’re a small business without a call center today, why should you create one? Almost every business interacts with its customers in some way, usually by phone.
Service BDC 2.0 “Catching the call” is the primary objective for service BDCs. It’s the main reason they are launched and first and foremost in the minds of service managers and GMs. That’s still valid. But there’s a number two priority that will be just as important for the future, in fact, it already is. View Article.
Image courtesy of Pixabay Do employees believe in the core values? Do they even know their company's core values? Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actions are right and which are wrong. Everything you do must be aligned with your core values, and core values should be integrated into everything you do.
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.
Most contact centers share a goal of delivering excellent customer service. But how many truly achieve that objective? Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your organization compares with others.
The Contact Center KPIs that Matter Most – TechSee Data Sheet Collection Part 1. In the first of our new series of in-depth data sheets, you’ll discover the huge impact that Visual Support has on NPS, according to some of TechSee’s biggest clients. From streamlining interactions and increasing service speed to reducing escalations and empowering customers, you’ll get the inside track on why the combination of Computer Vision AI and Augmented Reality is at the heart of Cus
The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”. Then I noticed they had four people on the lot taking orders from the people in the drive-through.
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.
This article features the post-chat survey best practices that all customer service teams should use to measure the success of their live chat program. .
Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. According to WhosOn , 68% of people prefer to have root canal without anesthetics, a tax audit or a dinner with mother-in-law, rather than to wait on hold
At British Telecom (BT), we were buying a CRM system. I was leading the project and we had 15 people around the table to make this choice. It was a significant decision for a lot of money. So, as it was a business decision, you would think we were logical about it. However, we weren’t. We were irrational about it. Your customers are irrational, too.
From AI to “HIMI” Human-Inspired Machine Intelligence. Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. They also discuss the need for diversity and inclusiveness in the workplace. In Shep’s Opening Monologue… He discusses the pros and cons of chatbots.
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.
When it comes to choosing survey tools, there are a number of factors at play. Use this article to figure out what survey tool is right for your needs.
Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. Its 180+ agent contact center handles more than 2.5 million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking.
Customer Experience deliverables separate from traditional ROI Clarity and alignment of your desired Culture and Core Values A unified front … Read More Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs. The post Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs appeared first on Kristina Evey.
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