CSM Magazine

MARCH 4, 2025

The highly anticipated Customer Connect Expo is just around the corner, bringing together industry leaders, innovators and customer experience enthusiasts. What Awaits You at The Customer Connect Expo? 200 plus Innovative Exhibitors: Dive into a world of possibilities with exhibitors leading the charge in customer experience.

2025 52

2025 Events Connections Innovation 52

Customer Bliss

AUGUST 29, 2017

Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. A YouTube on Hallmark Business Connections.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

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

Experience Investigators by 360Connext

OCTOBER 5, 2021

It sometimes means starting small, but if you can find ways to connect with a few other change agents across the organization, that’s when things can build momentum. Storyboards and storytelling can be very helpful if you have an opportunity to present findings. . This leads to innovation and better experiences for customers. .

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

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 310

2024 Entertainment Books Culture 310

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

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

CSM Magazine

NOVEMBER 25, 2024

Utilizing Social Media Platforms Social media continues to be an asset for broadening outreach and connecting with audiences effectively. Personalization also creates a feeling of connection and fosters loyalty among audiences who seek meaningful interactions.

2024 52

2024 Innovation Social Media Entertainment 52

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

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

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 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

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. If you prefer to listen rather than read: Marketing Deep Dives by Denyse Top 2025 Consumer Trends For CPG 1.

2025 108

2025 Consumers Competitive Advantage 2024 108

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

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). For retailers, this presents an opportunity to not only attract new customers but also keep existing ones coming back for more. Just a few years ago, this kind of innovation seemed out of reach for most retailers.

Retail 144

Retail Social Media Technology Brands 144

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

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

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

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 428

Customer Experience Social Media 2024 B2B 428

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 Presentation 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

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 98

2024 Innovation Customer Service Omnichannel 98

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

CSM Magazine

OCTOBER 29, 2024

This interactivity fosters a unique connection between the audience and the creators, creating an emotional experience that surpasses what passive media like films or books can offer. Virtual Reality (VR) and Augmented Reality (AR) present exciting opportunities for fully immersive artistic experiences.

Entertainment 105

Entertainment Culture Transportation Social Media 105

ShepHyken

MARCH 30, 2025

Accenture Claims Customer Service Is on the Brink by Rhys Fisher (CX Today) As AI and automation reshape customer interactions, businesses that embrace these innovations will be best positioned to build lasting relationships and drive loyalty in an increasingly competitive landscape. Connect with Shep on LinkedIn.

2025 71

2025 Article Customer Service Magazine 71

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

Alida

JULY 26, 2016

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. Providing a great workplace requires: – connection.

2016 162

2016 Customer Experience E Commerce Insurance 162