Hey CX Nation, In episode #158 of The CXChronicles Podcast we welcomed Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise (Officium Labs) based in Miramar, FL. Arise Virtual Solutions (Officium Labs) has created a disruptive technology platform that connects the world’s biggest brands with a previously untapped network of small business owners and their agents. This entrepreneurial network of work-from-home Service Partners creates exceptional customer experiences that increase sales, improve loyalty, and speed customer growth. The Arise® Platform enables…
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157: CXChronicles Podcast 157 with Ryan Stuart, CEO at Kapiche
Hey CX Nation, In episode #157 of The CXChronicles Podcast we welcomed Ryan Stuart, CEO & Founder at Kapiche based in Brisbane, Australia & Salt Lake City, Utah. Kapiche is a new breed customer insights platform that delivers deep, contextual understanding into your customer’s experience, without manual coding or hand reading thousands of customer comments. The richest insights are found at the intersection of qualitative and quantitative data from every stage of the customer journey. Kapiche can help your team…
Read MoreWhere Should CX Report In Your Business?
Is where the CX & CS team reports in your business important? Of course! Especially when it comes to the ability of the CX leader running point on building & managing the CX/CS playbook or roadmap for success. This customer focused business leader will be one of the primary keys or players in your business that spends nearly every single day trying to influence the organization to improve the end-to-end experience + understand what your voice of customer is saying!…
Read MoreFour Phases In Designing World Class Employee Experience
Firms rated in the top 25% in terms of employee experience have the best business value, according to researchers from the MIT Center for Information Systems Research, who found that those companies also have higher customer satisfaction rates, are faster and more agile, and are more profitable ! Companies that build positive employee experience enable workers through an adaptive work environment and collective work habits to do the work of today and to re-imagine the work of tomorrow, where the…
Read MoreCustomer Experience vs. Customer Satisfaction: WTF Is The Difference?
By Adrian Brady-Cesana Both terms and processes are widely used by most industries and business owners to see how well they are fairing among their many and various customers, because they are both powerful tools for any and all types of businesses. These two terms are sometimes used interchangeably, which is not right because they each fundamentally differ from each other, based on critical defined components, which play a major role in determining the value of each. What is Customer…
Read More156: CXChronicles Podcast 156 with Daniel Rodriguez, Chief Marketing Officer at Simplr
Hey CX Nation, In episode #156 of The CXChronicles Podcast we welcomed Daniel Rodriguez, Chief Marketing Officer at Simplr based in Nashville, Tennessee and the co-author of the new book “Experience is Everything”. Simplr® offers companies a human-first, machine-enabled customer experience solution that meets the demands of the NOW Customer across all digital channels. Offering a combination of a uniquely talented, flexible, and scalable staffing pool, AI-based technology, and actionable intelligence. Simplr allows companies to immediately expand their customer service…
Read MoreHow To Use Text Messaging To Improve Your Customer Experience & Customer Success
SMS Messages (“Short Messages Service”, commonly known as “Texting”) are a way to send text-only messages of up to 160 characters between phones. They have become a regular part of the business messaging environment as a way to communicate with customers and support customer service strategies. Major benefits of SMS Messages over other forms of business communication are the capacity to engage in two-way communication with your customers; reaching your customers anywhere anytime via their mobile devices; enabling you to…
Read More155: CXChronicles Podcast 155 with Michael Yinger, COO & Co-Founder at Resume Sieve
Hey CX Nation, In episode #155 of The CXChronicles Podcast we welcomed Michael Yinger, Chief Operating Officer & Co-Founder at Resume Sieve based in Charlotte, North Carolina. Michael and his team at The Sieve™ are building one of the world's leading candidate evaluation platforms that fast-tracks the resume assessment process. Applicant Tracking Systems (ATS) have been helping businesses with optimizing their hiring efforts & employee experiences for years, but Resume Sieve provides its customers with additional support & technology while…
Read More5 Steps Towards Building Your Customer Experience & Customer Success Strategy
A proven Customer Success Strategy is one that yields significant Results where outcome-based customer interactions proactively drive the customer experience and ultimately increase customer lifetime value (CLV). These five steps are essential building blocks to establish and continuously improve the customer success strategy of your company: FIRST STEP: Create a FORMAL CHARTER to establish the essential necessity of Customer Success for your company, and to communicate this vision and mission internally and externally the organization. The framework of this Charter…
Read More154: CXChronicles Podcast 154 with Gaurav Bhattacharya, CEO at Involve AI
Hey CX Nation, In episode #154 of The CXChronicles Podcast we welcomed Gaurav Bhattacharya, CEO at Involve AI based in Los Angelas, CA. Similar to CXC, Gaurav & his team are on a mission to make the world's companies more customer centric. Involve.ai organizes all customer data and makes it useful to stop customers from leaving and expand them to increase revenue. The magic is in the AI to find signals from all unstructured data and predict churn and expansion…
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