Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. It can be a home run.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

Customer Service 245

Customer Service Coaching Advertising Scripts 245

Beyond Philosophy

MARCH 22, 2019

I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. It’s a well-used epithet by many coaching organizations—and not just for football. <!–more–> I once attended a conference for the CBI (Confederation of British Industries).

Management 240

Management Coaching Consulting Consulting 240

CSM Magazine

MARCH 10, 2025

While these aspects are crucial, one of the most defining factors of customer experience is the tone of voice a business uses. Whether through help-desk interactions, marketing messages, or automated responses, voice moulds perception and can ultimately determine customer loyalty. Training must be continuously reinforced, too.

Customer Experience 52

Customer Experience Engineering Coaching Feedback 52

CX Accelerator

MAY 15, 2019

But customer expectations are on the rise, and our agents are rarely in the best place to recommend improvements to the customer experience as a whole. That’s why it’s always so valuable to hear from customer experience experts like Jeff. They’re in it, living it, and it can be tough to see the wood from the trees.

Contact Center 51

Contact Center Customer Service Coaching Education 51

Call Center Weekly

OCTOBER 5, 2018

How well your staff lives by and exemplifies the core values of your company should be coached and rewarded. If you have someone who does their job very well, gets along well with others, and customers rave about them personally… yet they take few - if any - risks, they should be coached in this area.

Customer Experience 143

Customer Experience Coaching B2B Personalization 143

CX Global Media

MAY 22, 2017

Justin Robbins and Jim Rembach share a preview and insight into ICMI’s Contact Center Expo Conference. What is Customer Experience going to cost? The theme consistently is really improving the customer experience no matter what you’re doing. Do you have a customer experience strategy?

Contact Center 185

Contact Center Best practices Interactive Voice Response Call Center 185

CX Global Media

SEPTEMBER 11, 2018

The people on both lists include: Lynn Hunsaker : Lynn led customer experience improvement for many years in Strategic Information Manager, Customer Satisfaction Improvement Manager, and Head of Corporate Quality roles. Jeanne Bliss : Jeanne is an expert in customer-centric leadership and business transformation.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

ShepHyken

JUNE 19, 2018

Color Your Customers’ World. How can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?.

Construction 192

Construction Coaching Employee engagement Feedback 192

CX Global Media

APRIL 27, 2017

Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed. However the use of gamification tools in employee experience and performance has really just begun to emerge.

Gamification 227

Gamification Call Center Morale Contact Center 227

CX Global Media

AUGUST 1, 2017

That’s exactly what happened when I realized that bandwidth could be your customer experience advantage. Can bandwidth be your customer experience advantage? Watch @JasonSommerset of @bandwidth discuss getting a customer experience advantage. The post Can Bandwidth Be Your Customer Experience Advantage?

Customer Experience 136

Customer Experience APIs Telecommunications Call Center 136

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

APRIL 15, 2019

Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. into company routines.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

CX Accelerator

NOVEMBER 26, 2021

I am very thankful for all I learned from him, and thankful to call him my friend, mentor and coach! - I work with great people and we’re building customer experience in from the start! The experience that I am grateful for is the experience I am perceiving from my beautiful wife! Dan Brown. Erica Mancuso.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

CX Accelerator

NOVEMBER 26, 2021

I am very thankful for all I learned from him, and thankful to call him my friend, mentor and coach! - I work with great people and we’re building customer experience in from the start! The experience that I am grateful for is the experience I am perceiving from my beautiful wife! Dan Brown. Erica Mancuso.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

CX Global Media

JULY 11, 2019

This is one of the reasons I developed the Contact Center Virtual Summit , to advance the traditional approach to educational conferences and event-type learning. From conference to On-demand Learning. The CCVS Playbook and Planner helps you get the most out of this modern contact center conference. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CX Global Media

JUNE 26, 2018

Here is an edited transcript of our interview: Jim Rembach : This is Jim with Fast Leader Show and Call Center Coach and I’m with Justin Robbins at ICMI’s Expo. When it comes to navigating the gray of the customer experience. It can augment the experience. It’s not to eliminate agent jobs.

Contact Center 180

Contact Center Coaching contact center solutions Scripts 180

Customer Service Life

JUNE 26, 2017

I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. I’ve attended a few of these conferences and this year’s lineup of keynote speakers was among the best. And this doesn’t have to be a home run on every call, but instead an experience that’s consistently above average every time.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

CX Global Media

JULY 10, 2019

Conference Coverts to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning system. Jim Iyoob Chief Customer Officer??, Etech Global Services. Jeff Gallino CTO And Founder, CallMiner.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

Kristina Evey

MAY 15, 2018

Embed Core Values into the Customer Experience. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. How well your staff lives by and exemplifies the core values of your company should be coached and rewarded.

Customer Experience 92

Customer Experience Coaching Personalization Marketing 92

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

Customer Service 156

Customer Service Coaching Advertising Scripts 156

Beyond Philosophy

OCTOBER 20, 2022

Otherwise, the insights you discover with Customer Science may not reveal the authentic drivers of customer behavior. Researchers and Customer Experience champions must be aware of this fact. Listening to customers, empathizing with customers, and showing respect led to positive results.

Banking 195

Banking Contact Center Coaching Self service 195

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. SaaStock North America Date: June 22-24, 2020 Location: San Francisco.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Nicereply

MARCH 23, 2021

Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Sarah Hatter – Founder of the Elevate conferences (Support, Women and Leadership themed conferences each year.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. Thursday, July 25th Customer Experience. Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

CX Global Media

JULY 12, 2019

Beyond a Conference to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning portal. The CCVS Playbook and Planner helps you get the most out of this modern contact center conference.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

SharpenCX

OCTOBER 13, 2021

Invest in platforms that make collaboration and customer management easy. With remote work, you can’t rely on a conference room with a white board to map out plans. So, find a platform that allows your employees to talk to each other, access customer information, and see important metrics all in one place. Get Your Toolkit Here.

Contact Center 128

Contact Center Technology Coaching Cloud contact 128

Beyond Philosophy

MAY 12, 2022

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. Afterward, we discussed Customer Science and the role customer data will play in this latest evolution of customer experience.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

CX Global Media

JULY 9, 2019

Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Conference Coverts to On-demand Learning. The Contact Center Virtual Summit is the only contact center conference that converts into an on-demand learning solution. Please Share.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

CX Global Media

FEBRUARY 12, 2018

Are you worried that you’re wasting money and making stupid mistakes that are damaging the customer experience? You must heavily scrutinize the reasons why you add time to the customer experience. You know that this is most definitely a bad customer experience. A better customer experience.

Contact Center 204

Contact Center Interactive Voice Response Average Handle Time Call Center 204

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

BetterXperience

DECEMBER 24, 2015

I was on one of those dreaded calibration calls with an external client — you know, that conference call where you randomly listen to a phone call from a customer and critique how well the representative did. The standard view is that customer experience will be so much better if only we put agents though more training sessions.

Coaching 91

Coaching Calibration Feedback Personalization 91

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. If they are having trouble handling their work, provide additional assistance, continued education, and career coaching to improve their skills.

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60