Experience Investigators by 360Connext

APRIL 16, 2015

We’ve come to accept the incredible pace of innovation. If you like the picture presented, you swipe one way, and if you don’t like the picture, you swipe another. Blog Customer Experience customer service Featured Innovation Podcast User Experience Design linkedin mobile retail technology User experience UX'

Customer Expectations 282

Customer Expectations Retail User Experience Social Media 282

Experience Investigators by 360Connext

AUGUST 6, 2024

Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses.

2024 300

2024 Entertainment Books Culture 300

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. Connect Employees to the Customer. How do you connect employees to each other? How do you connect employees to the customer? CX #CustomerExperience Click To Tweet.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Experience Investigators by 360Connext

DECEMBER 15, 2023

Connect the employee experience to the customer experience in big ways. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. See how fun it is to connect the CX dots? Share what is next as you improve the journey!

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

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 98

Innovation Call Recording Customer Success Government 98

One Millimeter Mindset

SEPTEMBER 15, 2021

Are you comfortably connecting strategic value dots across your organization? If you are really, really comfortable connecting those dots, you may not be providing the robust yet nimble business outcomes you target. However, confidence in your professional role fuels professional growth and innovation. Here’s why.

Connections 95

Connections Innovation Leadership Consulting 95

eGain Blogs

OCTOBER 29, 2021

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. What is KMWorld Connect 2021? What is KMWorld Connect 2021? By improving knowledge flows and sharing among enterprise communities to speed decision making, innovation, and success, we can approach the future boldly and positively.”.

2021 93

2021 Connections Workshop Innovation 93

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

InMoment XI

AUGUST 31, 2023

Integrated CX connects critical aspects of a successful customer experience, including: Integrated Signals: Weaving together customer voices and potential customers’ perspectives throughout the entire customer journey, including surveys, chats, reviews, calls, and more. Hear what our delegates had to say about last years’ event!

2023 195

2023 Workshop 2024 Events 195

Experience Investigators by 360Connext

JUNE 8, 2021

To look for clues for the future, it’s vital to understand their present reality. For example, knowing that more customers are now comfortable with using their mobile device to get information while they’re shopping in-person could mean friction if stores have slow wifi connections. Invite employee feedback for innovation.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

Alida

OCTOBER 4, 2016

Connection is established when the community supports shared experiences. More recently, however, it’s embraced other innovative engagement activities. Fulfillment means that community members find immediate value in participating. Gratitude requires brands to show appreciation for community members. Engagement, not entertainment.

Engagement 250

Engagement Entertainment Insights 2016 250

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. Identify and Measure Key Performance Indicators (KPIs) Understanding the connection between CX initiatives and KPIs is crucial.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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 Books 174

Customer Bliss

NOVEMBER 19, 2015

Connect to ROI – “Did We Earn the Right to Customer Growth?”. You present the visual depiction of customer growth or loss. Have leaders pick one-company experience opportunities to improve or innovate. Four ways you engage leaders and the organization in the Customer Room: 1.

Engagement 205

Engagement ROI Leadership Customers 205

InMoment XI

MAY 17, 2024

By prioritising customer enrichment and ethical practices, brands can establish a deeper connection with consumers, fostering long-term loyalty. Challenges and Opportunities for Businesses Transitioning to the third wave of CX presents both challenges and opportunities for businesses.

Loyalty 195

Loyalty Brands Net Promoter Score Omnichannel 195

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. What incentives and rewards could be connected to CX outcomes. How to build a learning path to support a customer-centric culture! And again….

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284

Customer Bliss

NOVEMBER 1, 2018

Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. To her, being present is a deep immersion of understanding the experience.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Comm100

DECEMBER 12, 2023

.” – American Express, Customer Service Skills: Emotional Intelligence for Stronger Connections Generative AI enables us to provide a level of personalized, 24/7 service that was previously unattainable. Customers today are more connected than ever and expect to interact with brands across multiple channels seamlessly.

2024 91

2024 Innovation Customer Service Omnichannel 91

Customer Bliss

MAY 23, 2018

With advice that she says she followed from my book, “ I Love You More Than My Dog: 5 Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, ” Carolyne says that she truly believes in the importance of connecting your personal self with business self.

Sports 197

Sports Customer Experience E Commerce Travel 197

One Millimeter Mindset

AUGUST 11, 2021

From the start, this strategy becomes an innovative way to shift the human dynamics within the most staid organizational cultures. That is professional innovation and cross-functional leadership in the making. Looking for an innovative, non-traditional speaker for your next event, or chapter meeting? Contact me here.

Innovation 116

Innovation Culture Leadership Events 116

Happy or Not

FEBRUARY 2, 2023

By connecting customer feedback to your target audience’s demographic data. I’m excited that we can now bring this unique innovation to market and help our customers with much deeper insights about their customers and visitors and what might be driving loyalty”. So how is this made possible? s ays Kenneth G. How does it work?

Connections 73

Connections Feedback Apparel Sports 73

InMoment XI

MARCH 18, 2024

Predicting the Future with Data Harnessing the power of richer insights goes beyond understanding the present; it involves predicting the future. Connected Teams Driving CX Impact: With predictive simulations and strategic ROI alignment, teams can leverage 100% of CX data to drive impactful initiatives.

Insights 195

Insights Multi-Channel Webinar Social Media 195

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 328

Customer Experience Social Media 2024 B2B 328

InMoment XI

AUGUST 19, 2024

Key growth factors include customer retention and loyalty, revenue expansion, cost efficiency, brand differentiation, innovation, and sustainable long-term development. Presenting these kinds of data points helps leadership see beyond the abstract value of customer satisfaction and focus on the concrete financial benefits.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Solvvy

AUGUST 22, 2022

Regardless of the channels they use to connect, customers expect service agents to have access to information from prior calls, and details about their purchase histories so agents can specifically tailor interactions to them. It’s a tall order. Chatbots are digital solutions that simulate conversations with humans. Mobile customers.

Customer Service 89

Customer Service Innovation E-support Net Promoter Score 89

TechSee

APRIL 1, 2024

This innovative approach has seen phenomenal success, successfully automating upwards of 90% of fiber customer self-installations by using visuals to guide users at every step. AI-Automated Connectivity Pro Streamline device and service connection support with automated visual guides that lower service costs and shorten call times.

2024 124

2024 Customer Service Representative Contact Center Customer Satisfaction 124

BlueOcean

JANUARY 22, 2019

On every website they visit and in every email they open, they’re presented with messages that seem perfectly tailored just for them. Continuous connectivity has accustomed all of us to expect immediate gratification – and “consumer unrest” is mounting. Let’s talk about how we can help! Related Articles.

2019 204

2019 Consumers Customer Experience Contact Center 204

Beyond Philosophy

OCTOBER 12, 2016

Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. The Era of Personalized Marketing is Here. Each of these recorded actions sifts down into the database as 1 and 0s.

2002 167

2002 2016 Books Consulting 167

GetFeedback

JULY 19, 2019

The question is typically presented to the customer using a 1–5 scale, with 1 being very dissatisfied and 5 being very satisfied. . Including customer behavioral analytics like service call frequency, purchase data, and last payment helps us see how to connect the dots between what they tell us and how they actually behave.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

InMoment XI

NOVEMBER 20, 2023

It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers. As technology continues to advance, the integration of AI will likely become even more sophisticated, offering businesses new and innovative ways to exceed customer expectations.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

SAP Customer Experience

NOVEMBER 23, 2021

Recently, it’s even begun infiltrating the discussion on how we connect and map the customer journey. The future of work continues to evolve in practice and in conversation, crossing the divide from technology to productivity to office culture and back again. How does customer engagement equate to decision making?

Demo 78

Demo Presentation Culture Customer Journey 78

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. Episode Overview.

Banking 143

Banking Leadership Net Promoter Score 2015 143

TechSee

APRIL 1, 2024

This innovative approach has seen phenomenal success, successfully automating upwards of 90% of fiber customer self-installations by using visuals to guide users at every step. AI-Automated Connectivity Pro Streamline device and service connection support with automated visual guides that lower service costs and shorten call times.

2024 109

2024 Customer Service Representative Contact Center Customer Satisfaction 109

Customer Bliss

MAY 10, 2016

You can connect with him on LinkedIn as well. How he used a very simple journey map to present to the board of regents who needed to approve his plan . Samir currently rows crew with Washington D.C.-based based DC Strokes. Take Away Messages for the Audience. Building the First Journey Map for the Smithsonian.

Chief Customer Officer 0

Chief Customer Officer 2008 Books Presentation 0

CX Accelerator

MAY 16, 2018

With each new quarter Mike brought the words “all sins forgiven, all victories forgotten,” reminding us that past successes do not exempt anyone from present effort. My ability to innovate and find creative resolutions has skyrocketed as a result. “Time kills all deals” was a common phrase on the sales floor.

Fashion 203

Fashion Presentation Leadership Books 203