ShepHyken

JULY 25, 2022

A good employee experience (EX) supports and enhances customer experience (CX) in many ways. My Comment: If you want a good customer experience (CX), the company needs to create a good employee experience (EX). 6 Considerations for a Meaningful Customer Service Policy by Kate Spirgen.

Customer Service 38

Customer Service Chief Customer Officer Automotive Wait times 38

Toister Performance Solutions

OCTOBER 26, 2017

Every person has a significant positive impact on wait times—a ripple effect far beyond the contacts they directly handle. Chief Customer Office, SalesLoft. The relationship between staff and service level is not linear – it’s exponential. Greg Collins.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Finally, AI allows applicable cross-channel insights to be gathered in real-time and applied to make better business decisions.

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

Netomi

JANUARY 5, 2022

Our favorite content from Colin : How to Manage Customer Wait Time: The Best Tips From Great Companies. Why This is a Great Time to Change Your Customer Habits. Dan’s 20-year career has consistently focused on delighting customers. Customer Service Leaders: Marsha Collier. Dan Gingiss.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Clarabridge

MARCH 7, 2017

Donna Peeples, Chief Customer Officer for Pypestream, compares the current state of chatbots with the early stages of IVR systems. What if a customer has multiple orders, is travelling with a companion that paid for them both, or is using their company account and not their personal one? Disillusionment.

Chatbots 40

Chatbots Customer Service Interactive Voice Response Chief Customer Officer 40

Comm100

FEBRUARY 20, 2018

Businesses who reduce their agent count to save money often find the number of calls and chats in their queue skyrocketing – and customer satisfaction levels taking a hit. Longer wait times equal a more expensive phone bill, meaning that cutting staff may actually end up costing more than it saves.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

SmartKarrot

NOVEMBER 11, 2020

Reporting to a Chief Customer Officer. Reporting to the Chief Revenue Officer. Under the Chief Customer Officer, one can have many designations. This includes Chief Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 12

Chief Customer Officer B2B Accountability SaaS 12