Experience Investigators by 360Connext

OCTOBER 5, 2021

Storyboards and storytelling can be very helpful if you have an opportunity to present findings. . We once set up a virtual journey complete with waiting on hold opportunities and frustrating communications via email. This leads to innovation and better experiences for customers. . Ask leaders to present their ideas.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. The first several months included this foundational research, including some innovative research on co-creation programs with customers.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

TechSee

JANUARY 2, 2019

Opening on January 8 in Las Vegas at the Sands, Level 2, Halls A-D , the CES Smart Home marketplace will feature the latest innovative tech from vendors offering everything from security monitoring to smart appliances, lighting, window coverings, irrigation, entertainment systems and more. Voice-First Experience: Innovation and Disruption.

2019 174

2019 Innovation Entertainment Events 174

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions. Five questions for moving one millimeter forward towards an innovative client retention strategy. Contact me here.

Customer Retention 126

Customer Retention Innovation Leadership Sales 126

One Millimeter Mindset

AUGUST 24, 2022

Are you superimposing your own historical experiences and biases onto what they, themselves, experience and try to communicate to you? Or are you doing the best possible job being purposefully present? This focus can impede your being purposefully present in bringing out the best in others as well as yourselves. Contact me here.

Presentation 100

Presentation Sports Leadership Innovation 100

eglobalis

JULY 2, 2024

Additionally, AI is continuous in nature, using operational data to generate information expressed through existing metrics and KPIs, facilitating easier communication within the company. Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation.

NPS 468

NPS Feedback Net Promoter Score B2C 468

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus.

Customer Experience 441

Customer Experience Social Media 2024 B2B 441

InMoment XI

NOVEMBER 18, 2024

By identifying specific customer preferences—such as preferred products, content types, or communication channels—you can tailor marketing messages, recommendations, and services to each customer’s needs. This can also help you increase cross-sell and upsell opportunities by presenting items that customers are more likely to purchase.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Totango

MAY 17, 2024

CS professionals have a choice: Embrace AI and harness its potential to drive innovation and growth, or remain hesitant and risk falling behind in a rapidly evolving landscape. Connect engagement to communications Record your calls! Nearly 30% are not using AI at all, but they’re excited about new ideas for usage.

Innovation 101

Innovation Call Recording Customer Success Government 101

Experience Investigators by 360Connext

DECEMBER 4, 2014

And the entire experience is, for the most part, lacking much innovation. They care about how they present the survey to patients. As the patient leaves the appointment, they are presented with a touch screen of options just as they’re feeling warm and cared for by the wonderful doctors and nurses.

Healthcare 234

Healthcare Hospitality Social Media Insurance 234

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

An innovative, future-focused and adaptable work community focused on solving customer challenges. Communication. Communication. If there’s one gap in almost every organization, it is usually around communication. Cultures are built on communication. Consistency. Credibility. Conscience.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

Alida

AUGUST 8, 2016

Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more. In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher.

Marketing 174

Marketing 2016 Customer Centricity Presentation 174

Experience Investigators by 360Connext

JANUARY 7, 2025

Which communication channels do these personas prefer? My client had just returned from a presentation to her executive committee. You need some way to measure those metrics and communicate your results to organizational leaders. What goals or challenges do these segments share?

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. How are those insights communicated to drive action? Communicate clearly about why these learning paths are important to your customers.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

CX University

DECEMBER 16, 2024

Golden Rule 4: Build Safety Scaffolds for Innovative CX Thinking. Individuals who fear punishment for their actions, especially when they might be wrong, often remain silent and stick to familiar routines rather than taking the risks necessary for innovation and growth.

Customer Journey Mapping 52

Customer Journey Mapping 2024 Culture Innovation 52

Customer Bliss

NOVEMBER 29, 2018

She looked at all of the customer touchpoints and pain points, collected data from call centers to gather complaints and feedback, and reviewed communications previously sent to members. Taranto joined the Department in 1999 and has focused on leading innovations and improvements in systems and services for providers and customers.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Comm100

DECEMBER 12, 2023

.” – Forrester, Retailers are Reaping the Rewards of Omnichannel Commerce A key customer support trend in 2024 and beyond will be omnichannel communication. However, disconnected channels create disconnected communication. Omnichannel communication isn’t the future – it’s the present.

2024 98

2024 Innovation Customer Service Omnichannel 98

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Establishing and nurturing trust requires consistent delivery on promises, transparency in communication, and a commitment to ethical business practices. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

Customer Bliss

MAY 23, 2018

When you can do this, you get an internal culture of excitement, innovation, and happy employees which result in happy customers. What does the communication look like? Carolyne began to present her findings to leadership through weekly team meetings. What was it like to make a purchase? How is the site experience?

Sports 197

Sports Customer Experience E Commerce Travel 197

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

CSM Magazine

MAY 6, 2024

In an industry as foundational as construction, exchanging information swiftly and effectively isn’t just about keeping pace; it’s about building the future on a backbone of innovation. Advancements are redefining how we communicate on-site and in the boardroom, turning potential into progress.

Communication 52

Communication Innovation Financial Document 52

InMoment XI

SEPTEMBER 3, 2024

Whether it’s improving customer support, enhancing sales strategies, or driving product innovation, conversational analytics offers a wide range of applications and use cases that can significantly impact business outcomes. Scalability Scalability and efficiency present another set of challenges.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

InMoment XI

JUNE 13, 2024

REPORT InMoment Named a Leader in The Forrester Wave : Text Mining And Analytics Platforms, Q2 2024 Learn how InMoment is pioneering innovative solutions for businesses to extract insights and drive meaningful change from their unstructured text data. Visualization: The final step is to present the findings in an easily understandable format.

Social Media 195

Social Media Document Contact Center Insights 195

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 97

Government Communication Social Media 2022 97

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. It’s up to CX leaders to clearly communicate about these connections for their organization. This requires a culture of innovation, and customer experience innovation is a known differentiator in the market.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

BirdEye

FEBRUARY 23, 2024

This unified vision, made possible through clear business communication, is not just about exchanging information; it’s about creating a dialogue where strategies align, objectives are understood, and every team member is working towards the same goal. Table of contents What is business communication?

Communication 64

Communication Multi-Channel Culture Social Media 64

Customer Bliss

AUGUST 18, 2020

Look For Direct Communicators. The way your support staff communicate with customers has a direct impact on the service experience. How did they go about communicating this? Present hypothetical situations and see how the candidate approaches them. They need to put things across in a simple and direct manner.

Customer Service 252

Customer Service Blog Customers Interaction 252

TechSee

JULY 10, 2018

These technologies present unparalleled opportunities for improvement of the claims process, including the automation and visualization technologies that are transforming the insurance landscape. At the same time, the efficiency and ease of the claims process plays a critical role in shaping customer sentiment and satisfaction.

Insurance 153

Insurance Competitive Advantage Innovation Customer Satisfaction 153

One Millimeter Mindset

DECEMBER 8, 2020

Consequently each meeting becomes a turf war rather than a collaborative and innovative exchange. Consequently, this team persona leaves little opportunity for collaboration and innovation. Why remain an order-taker when you can evolve into an innovator? Engage me to present a One Millimeter Mindset program!

2021 114

2021 Innovation Workshop Leadership 114

GetFeedback

JULY 19, 2019

Communicate how you will measure success. The question is typically presented to the customer using a 1–5 scale, with 1 being very dissatisfied and 5 being very satisfied. . As employees begin to see this information, it’s critical to communicate about what this means. How will you act on your VoC feedback on an ongoing basis?

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

TechSee

OCTOBER 9, 2018

Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. Show me, don’t tell me: Millennials prefer visual communications over all other forms of media. Visual engagement. Self-service platforms.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

C3Centricity

JUNE 8, 2020

During my presentation, I shared many ideas; here are a few of the points I covered: #1. It is founded on trust and confidence in the product, the brand’s website and their engaging communications. Most CPG companies have annual targets for Innovation & Renovation, sometimes 30% or more of annual revenue.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

TechSee

OCTOBER 31, 2018

Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX). Artificial intelligence (AI). Artificial Intelligent applications are revolutionizing the way telecoms operate, optimize and provide service to their customers.

2019 100

2019 Telecommunications Average Handle Time Call Center 100

BlueOcean

JANUARY 21, 2020

The awards are presented by the Stevie® Awards, which organizes several of the world’s leading business awards shows, including the prestigious International Business Awards® and the Stevie Awards for Great Employers. They should also be proud of how well they effectively communicated those achievements to the judges.

2020 156

2020 Customer Service Insurance 2017 156