Beyond Philosophy
DECEMBER 26, 2020
This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. This episode, we share five significant insights that we gleaned from the notorious year 2020. The post This is the Most Significant Thing We Learned in 2020! Click here to learn more.
Beyond Philosophy
JANUARY 5, 2021
So, for better or worse, we shall do that for 2020 as well. We shared both personal and business things that 2020 has taught us on a recent podcast. At the beginning of the pandemic, I was talking to a client who moved a 500-person call center to work from home in only 15 days. I thought I would share them here as well.
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ShepHyken
DECEMBER 21, 2020
My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report. Keep it simple, collect lots of data, personalize the experience, and maintain loyalty… Seems like a formula for success just about every company can use. Airline Customer Service Improved In 2020. Nothing fancy here.
ShepHyken
DECEMBER 11, 2019
With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. It was quite long, so I decided to split it into two parts. Stay in touch.
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. Wednesday July 29th, 2020 11AM PST, 2PM EST, 6PM GMT. But if you have to beg a customer to give a review or referral, you're doing it wrong.
ShepHyken
DECEMBER 14, 2020
CXM) The digital transformation of companies accelerated significantly in 2020. My Comment: As we end 2020 and head into 2021, there are plenty of experts sharing their predictions and spotting the trends that will help us provide a better CX experience. The 6 Top Customer Experience Trends in 2021 by Julien Rio.
Upstream Works
JANUARY 2, 2020
This series started with digital transformation being the overall driver of change in 2020, and from that we’ll examine some sub-themes over the next few posts. One of the most powerful drivers of CX is making it feel personal, especially for today’s digital customers.
Speaker: Bryan Horn, Founder, CS Solutions
Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. Thursday, August 27 2020 11AM PST, 2PM EST, 6PM GMT After the call, you've probably popped a blood vessel.
Speaker: Dennis Snow, President, Snow & Associates
Inspire personal accountability in the workplace. Scale your customer success program without losing that personal touch. Wednesday, July 15 2020 11 AM PST, 2PM EST, 6PM GMT Break down organizational silos, creating a “one organization” mentality. Build “walk-through-fire” customer AND employee loyalty.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Join this webinar with TechStyle Fashion Group, who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Thursday July 16, 2020 11AM PST, 2PM EST, 6PM GMT Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands.
Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction
2020 was the year that customer call centers and customer experience were pushed to their limit. With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents.
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