Kate Nasser

JUNE 25, 2023

Leaders, Do your employees think it's too much trouble to sustain customers? Look for these actions. Kate Nasser, The People Skills Coach™ Author, Leading Morale The post Sustaining Customers: Do Your Employees Think It’s Too Much Trouble? #CX appeared first on KateNasser.com.

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Customers Customer Care Leadership Customer Service 88

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. By experience management, we mean the full spectrum of customer, partner, and employee experience managers (CX+PX+EX = XM experience management).

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

Doing CX Right

JUNE 25, 2023

Jacqui Brassey, author and leader at McKinsey Health, and Stacy Sherman explain how to lead with "Deliberate Calm" to create psychological safety in the workplace, improve employee engagement and business performance The post The Power of “Deliberate Calm” To Maximize Customer Service Performance appeared first on Doing CX Right.

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Customer Service Customers Engagement 52

2020 Research

JUNE 25, 2023

Discover how Generative AI is impacting the retail industry, and how to balance it with human insights.

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Retail Insights 52

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

ClearAction

JUNE 25, 2023

Artificial Intelligence in CX Learning Lynn Hunsaker Beware of artificial intelligence in CX learning! Overshadowing basic facts about customer experience are numerous myths. Loyalty Myths is a book written by my MBA class colleague, revealing the true origins and scientific bases for 50+ warped interpretations of customer experience. My article this year, 23 Customer Experiences Practices You Should Stop in 2023 , is an eye-opener to what we should NOT perpetuate.

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Leadership 2023 2010 Books 62