ECXO

OCTOBER 7, 2024

Imagine waking up each day with the power to transform ordinary interactions into unforgettable experiences that leave a lasting impact on every customer. Your work creates ripples that extend into communities, influencing how individuals interact with and perceive the brands they choose to engage with.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

InMoment XI

MAY 31, 2022

The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship. Having a cross-departmental team is vital to gaining the kind of understanding that is the whole point of the exercise. Plot Touchpoints. Gather Customer Data.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

ECXO

OCTOBER 5, 2023

This hands-on exercise empowers participants before transitioning to a fully automated solution, providing insight into the survey’s final phase and dead day. Together, we will shape interactions, build trust, and create a lasting impact on our global CX community.

Survey 380

Survey Net Promoter Score NPS Exercises 380

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Sales and delivery teams provide invaluable data through regular customer interactions.

Strategy 443

Strategy Customer Experience Net Promoter Score Customer Centricity 443

InMoment XI

OCTOBER 31, 2024

You can measure AES by surveying agents on how much effort they have to put into customer interactions. Offer multiple interaction channels to customers so they don’t have to rely on calls alone. Simplify your interactive voice response (IVR) menu by making the options user-friendly.

Call Center 195

Call Center Metrics Self Service Effort Score 195

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. Sales and Delivery Teams : Providing invaluable data through regular customer interactions. Companies like Barclays in Europe and Honda in APAC excel in this area.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

MARCH 4, 2022

This exercise can help you define what information you need to either collect or append to your survey data. Principle #2: Generate Hypotheses When Designing Your Survey. While designing the survey, it is often helpful to generate some hypotheses about how you think the results might turn out. Principle #3: Ask the Right Questions.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

Comm100

DECEMBER 16, 2024

Instead of relying entirely on human agents for every interaction, automation tools like AI-powered chatbots, automated ticket systems, and self-service options handle many routine tasks. Customers can self-serve effectively, reducing the need for human interaction while ensuring instant clarity and consistency across inquiries.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

QuestionPro Audience

AUGUST 10, 2020

As a preliminary exercise to gather actionable market research insights, It is crucial to identify the right target audience and target market. Gamification rewards like interactive points, cash, gamification points, and donations keep the community alive and highly engaged. Identify the right research target market.

Tips 352

Tips Marketing Gamification Social Media 352

Kerry Bodine

JULY 6, 2020

Your registration includes: Two days of interactive lectures. Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your biggest journey mapping questions answered.

Customer Journeys 38

Customer Journeys Exercises Customer Centricity Training 38

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). The C-Suite heard her desire to understand customers better, but they couldnt see HOW that exercise would benefit the company, exactly.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

JULY 11, 2022

They also provide an interactive element to the survey. For example, if you ask, “Do you ALWAYS exercise in the morning?” If someone almost always exercises in the morning, but not every day, they will put “no” which disrupts your data. Open or Close-Ended Questions. Does the survey want qualitative or quantitative data?

Survey 370

Survey Exercises Measurement Data 370

Kerry Bodine

AUGUST 21, 2020

Your registration includes: Two days of interactive lectures. Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your biggest journey mapping questions answered.

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Training 177

ECXO

JULY 8, 2024

It is this constant neural activity that shapes our interactions with others, including the experiences we have as customers. By understanding these regions, we can learn to prime our brains for better customer experiences, creating positive interactions that leave a lasting impression.

Customer Experience 194

Customer Experience How To Exercises Study 194

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. Define and consider the specific points of interaction between each customer persona and your brand. They will never truly encapsulate the way humans interact or make decisions or feel things.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Kerry Bodine

APRIL 19, 2020

Your registration includes: Two days of interactive lectures. Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your biggest journey mapping questions answered.

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Interaction 177

ECXO

AUGUST 14, 2024

Here are some of these positives: – Positive Interactions: Customers are more likely to have positive interactions with employees who are calm, composed, and attentive. These positive interactions build customer trust and loyalty. The ECXO is an open access CX Professional Business Network.

Exceptional Customer Service 240

Exceptional Customer Service Exercises Training Financial 240

AWS Machine Learning

AUGUST 21, 2024

We invite you to explore the following demo, which showcases the LMA for healthcare in action using a simulated patient interaction. This allows you to refer to the information during live patient interaction. During patient interactions without it, you can direct general inquiries to the LLM.

Healthcare 116

Healthcare Meeting Interaction Knowledge Base 116

Kerry Bodine

JULY 11, 2017

The five customers in my group were in the midst of a warm-up activity we often use to precede journey mapping proper—brainstorming and prioritizing the ways in which they interact with an organization, in this case a major retailer. I was the only one holding a writing implement. What would a ‘most useful’ email look like?”

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

Experience Investigators by 360Connext

JUNE 23, 2020

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. ” The employees knew this was an important behavior to reflect in their daily interactions. Like exercise or learning something new, role-playing consistently will make an impact.

Exercises 214

Exercises Culture Employee Engagement Customers 214

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Is that a job you’d likely remain for the long haul? What does this say about that company?

Tips 296

Tips Culture Exercises Feedback 296

ShepHyken

JANUARY 20, 2021

The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. What you need is a bullet point list of all the places customers interact with you. Execute: If you take the time to do this right, you’ll have identified a number of interactions. Now prioritize.

Customer Service 163

Customer Service Customer Journeys Exercises Touchpoint 163

Kerry Bodine

JULY 10, 2017

Next, outline the physical, digital, and human touchpoints that you think they interact with. Many aspiring journey mappers feel overwhelmed because they believe that they need to map every single interaction that their customers could possibly have with their organization. Each action goes on a separate sticky note.)

Customer Journeys 214

Customer Journeys B2C Exercises B2B 214

Comm100

JULY 20, 2023

Enhancing student engagement and support With ChatGPT, higher education institutions can provide students with personalized and interactive learning experiences. By leveraging the vast number of educational resources available online, ChatGPT can curate personalized content, suggesting relevant readings, videos, and exercises.

Chatbots 185

Chatbots Exercises Course Video 185

InteractionMetrics

NOVEMBER 21, 2024

A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? How did it compare to your ideal customer interaction? Repeat this exercise for at least 10 different customers. If you could do it over, what would you change?

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. Every interaction at every stage of the customer’s journey can affect loyalty. Exercise, stress management, and eating specific foods can boost our serotonin.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

BlueOcean

FEBRUARY 25, 2019

Our trainers spend a lot of time with new agents, helping them understand the impact of their role when interacting with members. When Carol first came on board as program coordinator, the quality of the member experience for this particular project wasn’t consistent. Empowering Your Agents to Deliver Kick-Ass Customer Experience.

Customer Experience 290

Customer Experience Effort Score Contact Center Customer Care 290

Storyminers

AUGUST 28, 2017

They aren’t just doing ‘low-hanging fruit’ exercises, they’re very focused on creating enterprise and customer value at the same time. At Clorox , Doug Milliken shares that their focus is on extending the product experience beyond the walls of the store and beyond interactions with the product itself.

Brands 350

Brands Healthcare Roadmap Exercises 350

rethinkCX

FEBRUARY 13, 2025

Introduction In todays fast-paced business world, call centers play a crucial role in managing customer interactions and ensuring high-quality service. Stronger Brand Image Positive interactions lead to better customer perceptions and loyalty. Use simulations and role-playing exercises to improve real-world interactions.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

GetFeedback

JULY 23, 2018

A customer journey map is a tool that tells the story of a customer’s experience of interacting with your brand. Customer journey mapping can help your organization better understand customer needs so that you can align processes and interactions to give your customers what they want. What is a customer journey map?

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

ECXO

AUGUST 9, 2023

The impact it has on your PS and consulting, and on any client interaction, is considerable. As you already know these ‘moments’ are interactions where emotions run high and clients are most invested in the outcome. Continuously improve Client centricity isn’t a one-off exercise. Essentially, it’s what you think, preach and do.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

CX Accelerator

MAY 15, 2019

It’s clear that Jeff’s points aren’t only great for improving interaction quality with customers, but they’re also great in improving interaction quality with each other. Download Jeff’s workbook, “10 exercises to uncover hidden customer service obstacles” by texting Hidden to 66866. Try to understand, and seek to find out why.

Contact Center 51

Contact Center Customer Service Conference Exercises 51

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. It helps you understand the context around your customer’s interactions with your company. Here’s how this needs to change.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

C3Centricity

JULY 1, 2019

True understanding comes from regular interaction with your customers, not just from an infrequent observation or two. In the exercise, people are asked to count the number of passes made by the team in white, so that is what the observer will concentrate on. You were looking for confirmation of your hypothesis.

Culture 234

Culture Exercises Connections Customer Centricity 234

ECXO

APRIL 1, 2021

Customer experience Although there are many explanations of the customer experience, I believe that the CX Academy definition does it justice “the customer experience is how a customer feels due to every interaction they have with a company”. Perhaps there are moments of interaction that reliability is more valued than others?

Strategy 296

Strategy Exercises Study Customer Expectations 296

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Resource: 6 Sources of Customer Understanding by CXpert.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

GetFeedback

JUNE 12, 2019

For example, organizations focus on improving one service interaction, or one check-out experience. Leveraging NPS survey data is incredibly relevant to the exercise of identifying your most important customer touchpoints. But if the customer experience is so paramount to the bottom line, why are many companies still lagging behind?

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199