Beyond Philosophy
DECEMBER 31, 2019
Here we go, beginning of 2020 and a whole new decade. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. .
Beyond Philosophy
JULY 2, 2020
There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. 22 April 2020. .” 22 April 2020.
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CCNG
MARCH 12, 2021
Today's consumers are shopping online more now than ever but find the overall service experience inadequate. According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic.
Beyond Philosophy
DECEMBER 20, 2019
What is Important in 2020? I have been in the Customer Experience industry since before there was such a thing. When I founded Beyond Philosophy back in 2002, no one was talking about Customer Experience. I have been working in Customer Experience for nearly 20 years now.
Speaker: Jeannie Walters, Founder and Chief Experience Officer, Experience Investigators
Join Jeannie Walters, CCXP, founder of Experience Investigators and come ready with questions to jumpstart your CX with the wisdom of a CX expert. This webinar will kick off with a candid interview with Jeannie on creating a perfect customer experience and end with an audience Q&A.
Beyond Philosophy
JANUARY 17, 2020
1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line.
ShepHyken
DECEMBER 21, 2020
Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers. by GISuser.
Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta
Principal Strategist of Kin+Carta, and learn how to modernize your customer experience. In this webinar, you will learn: The future of customer behavior and experience. Concrete actions to reshape your customer maps into continuums. What is an omni-channel experience and how does it set the standard for CX.
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. The best customer experiences go beyond the sale. In this webinar, you will learn: The importance of customer appreciation.
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Let's empower our employees and give them the tools and strategies that will turn even the angriest customer into a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting, author of Customer Experience 3.0, and master customer rage for an insightful webinar on September 23rd.
Speaker: Bryan Horn, Founder, CS Solutions
Specifically, Bryan will discuss: Why a culture of accountability is key: everyone in your organization is responsible for providing a great customer experience, not just the front line employees. Examples of both HORRIBLE and FANTASTIC customer interactions. The humanity of customer experience.
Speaker: Laura Sikorski, Contact Center Consultant
How do you go beyond reports to measure your customer satisfaction and business profitability? June 25th, 2020 11:00 AM PST, 2:00 PM EST, 7:00 PM GMT. How do you retain the human touch in the digital world? How do you keep employees happy?
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Thursday December 17th, 2020 at 11AM PST, 2PM EST, 7PM GMT The critical-to-success behaviors and skills that lead to success. The 12 reasons why the leader to agent touchpoint fails. Your 3 New must-have skills in the new COVID era.
Advertiser: Vanilla Forums
Customer Communities Elevate the Customer Experience. Online communities provide a wealth of benefits for organizations; they impact a variety of customer activities, boost engagement, and provide a range of transformative business services. External Communities Elevate the Customer Experience.
Speaker: Lauren Feehrer, President and Founder of LoyaltyCraft Consulting
Now more than ever, we must strive for customer experience excellence. Even before COVID-19, a PWC study revealed that 59% of global consumers felt that companies had lost touch with the human element of customer experience. To consider the pivots our customers are making in these uncertain times.
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