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By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?
We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. This month, a few members of our team — including yours truly — had the privilege of meeting, Graham Clark, one of our CX Ambassadors, at his place of work: B Cellars Vineyards and Winery in Napa, California.
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. To start defining your legacy and your “Three Blocks Long,” click here for downloadable worksheets.
Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?” . Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.” I’m talking about the feeling you get when a great speaker is on the stage and you realize… “I’m actually learning something here.” Feels good, doesn’t it?
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Let’s get personal. About the comeback of a more personalized approach in CX, that is. It’s no secret- or at least it shouldn’t be- that this is becoming more and more essential in the space. And, in my maiden voyage as Host on the podcast (first one truly sans training wheels), I was personally (had to) VERY grateful to have on board with me a practices-what-she-preaches expert on the subject.
Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.
Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.
Keep Your CX Program Fresh & Up-to-Date with Employee Experience It wasn’t long ago that practitioners spent their days clarifying the difference between customer service and customer experience, identifying the right technologies, building their teams, and stressing out over how to prove ROI. CX programs have come a long way. And now, innovative practices will.
The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . Twenty years ago, companies got measured against their competitors. If you sold financial software, your product would get compared to your competitors’ products and that was the end of it.
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. For the previous video about this topic, click here to read the transcript and access the video.
The Best Free (and Cheap) Customer Experience Training Courses Online. by Jeannie Walters. Get 30 Days of Linkedin Learning FREE. Get access to all three of Jeannie's Customer Experience courses and 14,000+ more. Plus, get Jeannie's weekly letter with insights unavailable anywhere else. Let's get started. Please enter your name. Please enter a valid email address.
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
You know we’ve always got your back, dear Reader. We’re continually exploring, expanding, reading, learning, asking questions, and sharing our insights. Trends are gonna trend and we’ll be here to bring you up to speed, challenge the status quo, and let you know what you need to know! With that mission in mind, we’re sharing five of the best articles we’ve discovered recently that are on the top of our minds.
The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!), a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. You might think the term describes super-exaggerated markdowns, but it doesn’t. .
By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?
You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door.
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Today, an organization's ability to competitively position and differentiate depends upon the experiences they create for their customers. Experiences that resonate change the way a company is perceived, forge customer trust, and improve financial performance. If the experience falls flat, companies face not only losing one customer but also others within the dissatisfied customer's network.
The Experience Economy , written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way that nobody was talking about 22 years ago. Today, it’s widely considered part of “CX Canon,” named one of the best 100 business books of all time by Porchlight (formerly 800-CEO-Read), and an updated version was released in late 2019 including a new preface by the authors. “We are n
What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind.
Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
In many important ways, healthcare organizations and consumer businesses are fundamentally different. And yet, there is no question that today’s patients bring a distinctly consumer mindset to their healthcare experiences. That means patients are better informed about their healthcare choices. They have easier access to information and reviews about providers and facilities.
Collaboration. Communication. Cohesion…. All those lovely (and essential) ‘ions’ are at the heart of this week’s ‘Sweets of CX’ Episode. Thank goodness I was joined by a true expert on Collaborating for Success. After all, he wrote the book. (No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week.
CX Training Takes a Cross-Functional Team. There’s a reason we use the term “it takes a village” when referring to educating children. Learning is an ongoing process that requires more than one point of input or opinion. We’d never send our 5-year old child to one class with one teacher and declare their education over. We know that lifelong learning is really what leads to success, and there are needs for specific study as well as general education throughout our lives.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
What if you only had one customer left to do business with? Maybe this was the last customer on earth? Norman Beck—my friend and faithful reader of The Shepard Letter —and I were talking about this idea and he shared another way of looking at it. In his words, “It’s like the last gas station you’ll see for miles as you enter the desert. Maybe you stop and make sure you have a full tank of gas.
Beyond Philosophy did research late last year with our clients and within the marketplace to sort out what business wants in the next decade. The results showed the mantra in business today is growth. However, defining business growth is essential here because it will dictate how you go about gaining it. . We discussed what growth is to organizations and how to approach getting it in today’s marketplace on a recent podcast [TL1].
Optimizing the Customer Experience with Brain Science All humans, including your customers, use mental shortcuts and behavioural biases automatically. It’s important to understand fundamental behavioural science cues to optimise the customer experience. Jez Cowry, Chief Choice Architect of Cowry Consulting, talked CXForum delegates through a series of practical ‘nudges’ that can be applied to your CX programme.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
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