CCNG

AUGUST 21, 2024

The customer experience technology market has ballooned in the last ten years, but given the current economic climate sales are cooling for this once unstoppable industry. What does that tell us about how decision makers are buying customer experience software today? Is it critical?

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.

CCNG 195

CCNG Technology Employee engagement Government 195

CCNG

MARCH 16, 2022

Together we have more than 56 years of experience. For many of those years we’ve both followed the CCNG organization – joining Town Hall events, speaking at meetings (back when travel happened), and engaging in the communication channels that have become the lifeblood of CCNG members.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

CCNG

OCTOBER 29, 2021

In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed. Three key themes did not change: 1.

CCNG 195

CCNG Employee engagement Consulting Consulting 195

CCNG

JUNE 26, 2024

Leverage Technology for Feedback Analysis : Use advanced tools to collect and analyze customer feedback. This data is invaluable for making informed decisions that refine and enhance the customer experience. Foster a Culture of Transparency and Proactivity : Communicate openly with your customers, especially when issues arise.

CCNG 195

CCNG Employee engagement Feedback Consulting 195

CCNG

SEPTEMBER 23, 2020

Do your customers view you as an organization that is easy to do business with? This is at the essence of what customer experience is all about. Our ability to deliver on our brand promise and customer expectations. The question is simple but the answer may be complex.

CCNG 195

CCNG outsourcing Employee engagement Consulting 195

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

OCTOBER 14, 2021

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. They know someone who can help you!

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

CCNG

MARCH 20, 2024

When it comes to customer experience enhancement, the strength of tools like AI essentially involves: Improved efficiency and productivity: AI and related technologies can automate repetitive tasks, freeing employees to focus on more complex and value-added activities. Michelli, Ph.D.

Technology 195

Technology CCNG Chatbots Consulting 195

CCNG

APRIL 23, 2025

Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs.

Management 195

Management Construction Customer retention Healthcare 195

CCNG

SEPTEMBER 22, 2022

Colin Taylor is CEO of The Taylor Reach Group and long time CCNG member and advocate. A CX Contact Center expert, Consultant, Author, Speaker and Investor- 40+ yrs-Bringing Order to Chaos in Customer Service, Customer Experience, and Inside Sales. But there is no better time to start your re-think than today.

CCNG 195

CCNG Contact Center Consulting Consulting 195

CCNG

MAY 10, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. So, there it is.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

AUGUST 16, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace.

Surveys 195

Surveys CCNG Airlines Consulting 195

CCNG

JULY 20, 2022

It’s no different than the question I often ask organizations about their customer experience. We want both, depending on what our customers want at any given point in time. It’s been said that brand represents the promise made and customer experience represents the promise kept. What’s the difference?

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

FEBRUARY 15, 2023

But fundamentally, isn’t customer experience about building customer relationships one customer at a time? Do you want your customer jumping through hoops early in the relationship with you just to obtain a simple answer? Bob can be reached via the CCNG website member directory or on LinkedIn.

Personalization 150

Personalization CCNG Customer Service B2C 150

CCNG

JUNE 5, 2024

Customer feedback is critical for any organization to thrive and grow. If you are not listening to your customers, I can guarantee someone else is! David Reed is a CCNG member and Customer Service and Process Training Expert. Customer Service has always been David’s passion.

Surveys 195

Surveys Construction CCNG Feedback 195

CX Global Media

JULY 11, 2019

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. Through three decades of CCNG’s evolution, David has guided CCNG and its members through different modalities of facilitation and communication.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

MARCH 8, 2023

Ultimately, it's up to us as contact center leaders to create a culture where our agents feel energized and engaged: because when we take care of our team, our team takes care of our customers. Justin Robbins is a CCNG advocate and long time industry colleague, and President of Metric Sherpa.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. eight customer-focused organizations, acronyms and all, that you should be following this year and beyond.*. CCNG does just that. 6 Must-Read Customer Experience Trends in 2019.

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

APRIL 9, 2025

To view the full podcast with Rick Denton and CCNG member Candy Kothmann: Listen to the Podcast on CX Passport Watch the Podcast on YouTube Rick Denton is a CCNG member and conversation catalyst who provides management consulting, public speaking, business consulting, customer service, customer support, and program management services.

CCNG 195

CCNG Average Handle Time Contact Center Consulting 195

CCNG

APRIL 16, 2025

Kathryn (Kay) Jackson is an expert in the contact center industry, a long time CCNG member and regular contributor in CCNG member programs and events, and the Co-Founder of ResponseLearning Corporation. Kay launched ResponseLearning Corporation to provide organizations with consulting, training solutions, and knowledge-based products.

CCNG 195

CCNG Coaching Education Feedback 195

CCNG

FEBRUARY 26, 2025

Kathryn (“Kay”) Jackson is an expert in the contact center industry, a long time CCNG member and regular contributor in CCNG member programs and events, and the Co-Founder of ResponseLearning Corporation. She is on the forefront of simulation learning and knowledge-base management.

Best practices 195

Best practices Contact Center CCNG Telecommunications 195

CCNG

JANUARY 22, 2025

Picture this: A call center bustling with energy, where employees feel valued, supported, and driven to deliver outstanding customer experiences. This isnt just a lofty visionits the reality in many leading call centers. The bridge to your agents success is waiting to be built.

CCNG 195

CCNG Call Center Contact Center Construction 195