Why Contactless Customer Experience is Crucial to your Business Survival
Join David C Williams, AVP, Automation at AT&T for a 30-minute presentation on “Touchless Technologies for the Win” at The 12th Annual CX Strategies Summit. “Why Contactless Customer Experience is Crucial to your Business Survival” Take practical steps to: Ensure …...
7-Eleven Elevates Customer Experience With Its New Mobile App
We looked at an interview conducted earlier this year with Chain Stone Age and Jerry Campbell, a speaker of the Customer Experience Strategies (CXS) Summit. Mr. Campbell talks about how 7-Eleven took immediate measures to uplift its customer support operations in response …...
CMO’s Guide to Customer Experience eBook
Produced in partnership with Adweek and Deloitte Digital The role of the Chief Marketing Officer is rapidly evolving. Today, CMOs are charged with driving growth across the entire organization, from revenue to brand reputation, to innovation and customer retention, to …...
CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success
All companies are under pressure to deliver a brag-worthy customer experience (CX), but it can be difficult to know where to make investments that are likely to pay off. To guide the way, Zendesk partnered with ESG Research to build …...
Retail Reality: Now More Than Ever, Your Online Store Must Be Accessible
With mandatory closure caused by the pandemic, online sales rise making the online customer experience important for many brands. It’s “make-or-break” for businesses when creating a great user experience, and that’s why implementing tools that help improve accessibility is strongly …...
Digital Transformation and Digital Accessibility
In an article written by eSSENTIAL Accessibility, a sponsor of the Customer Experience Strategies Summit, describes the importance of accessibility during a brand digital transformation. While many brands are focused on transforming processes and strategies into a digital-focused world, certain …...
A Practical Resource Guide for Achieving Digital Accessibility Compliance
The comprehensive accessibility service platform, eSSENTIAL Accessibility, shares with us their practical guide on how to bring your digital properties into compliance with the latest Web Content Accessibility Guidelines (WCAG). What is WCAG? The Web Content Accessibility Guidelines (WCAG) provides technical specifications …...
Measure Experiences Without Surveys and Feedback Tools
It’s no surprise that survey and feedback tools are a popular choice when collecting information from consumers. But they’re not always a good representation of our qualitative and quantitative data and are very selective in terms of its topic of …...
Convince Your Boss To Invest In CX
The customer experience goes through several pivots in its lifetime to adhere to the ever-changing customer need. Many businesses face the reality of needing to adjust strategy more often than expected which may require new investments for these new plans. …...
Launch Your New Customer Experience Program with Colin Crowley
Today, businesses are quickly aligning their marketing, sales, and customer support teams as it is proven to improve business relations with clients. Customer-centric companies are 60% more profitable than companies that don’t focus on customers as per Forbes. To get insight from …...
How to Scale Your Business and Customer Service Program for Maximum Efficiency
We all know that a well-oiled customer service machine is a business imperative, but how do you know if yours is designed for maximum efficiency? While your customer service agents represent the single biggest cost in your contact center, there …...
Retailers and E-commerce Sectors Experience a Rise in Customer Service Inquiries
Springtime 2020, the world sees a collapse in its economy affecting a variety of businesses. Several regions took part in lockdowns to keep its patrons and employees safe. And while “flattening the curve” hugely impacted these businesses, there was a …...
Why B2B Needs to Transform Customer Experience to Remain Competitive in the Age of Digital
Covid-19 has changed our lives in many ways, one thing remains constant during this time, “change”. Many organizations paused and had to re-imagine how they will conduct business moving forward. One framework I’m always reminded of is VUCA (Volatility, uncertainty, …...
The Customer Experience Shifts To Online Services
Delivery services are becoming more popular as we bunker down during the pandemic across several industries. With an increase of lockdowns, quarantines, and social distancing, we look to convenient services to help with our everyday errands. So, there’s no surprise …...
5 Steps to Delivering the Best Experiences this Season
Optimizing in-person experiences while streamlining digital and contactless interactions will be more important than ever before this holiday season. Where to start? We’ve broken it down into five steps that companies can take today in order to help deliver an …...
Ericsson and Verizon Merge As CX Leaders With This New Strategy
In this recent article, Analisa Domenic, the Head of Marketing, Customer Unit Verizon, at Ericsson, admits that she is guilty of thinking that she knew which marketing tools worked best. With her 25+ years of experience in senior marketing roles, …...
Technology Transforms High Risk Interactions to Reveal the Future of In-Restaurant Dining
Power up to 80% of in-person dining experiences with almost no physical contact COVID-19 restrictions and protocols have accelerated the need to transition to real-time customer and staff communication. Ensuring safety along each step of the customer journey is the …...
Fast, rich video insights power amazing mobile experiences at Del Taco
Specializing in American-style Mexican cuisine, Del Taco is always looking to stay ahead of the competition and improve their customer experience. To evaluate the impact of proposed changes to their stores and menus on customer impressions, the business needed to …...
3 Ways You May Be Disconnected From Your Employees
Capturing signals is crucial when trying to understand the employee experience. However, the analysis and ability to turn those insights into action to drive real impact in the workplace is when the magic happens. Introduction: “Employee expectations were rapidly changing …...
Technology Helps Remove Risky Interactions to Deliver the Future of Hospitality
Power up to 80% of real-time guest experiences at scale, with almost no physical contact. COVID-19 restrictions and protocols have accelerated the need to transition to real-time guest and staff communication. Ensuring safety along each step of the guest journey …...
Reimagining the Workplace of Tomorrow
The way we work has changed. As remote work models become the new normal, companies are at risk of becoming more and more disconnected from their employees. With the future of work unfolding in real-time, it is now more important …...
Analyze 100% of your Contact Center Calls
Contact center volume is increasing as customers adjust to new self-service models. With AI-powered speech analytics, you can improve call quality, collect fast and accurate analysis, and identify ways to increase customer lifetime value. Medallia’s eBook can help you uncover …...
The Customer Experience Strategies Summit 2020 goes virtual, with major three-day event in October
Toronto, Canada August 14, 2020 Summary: The Customer Experience Strategies Summit 2020 will take place on October 14-16. The extended, three-day virtual event will see thought-leaders, experts, disruptors and influencers from across North America join forces to deliver essential insights into …...
5 Essential Ways to Use the Voice of Customer in Your Game-plan
Reopen with confidence: 5 Essential Ways to Use the Voice of Customer in Your Game-plan When mandatory shutdowns and restrictions start to ease, you need to be ready with a smart reopening strategy. Leveraging the Voice of the Customer is …...
Learn to Quickly Pivot and Adapt to Rapid Changes in CX
In this episode of the CX Virtual Events Series, “Pivoting Customer Experience During the Coronavirus Crisis”, the customer experience is a hot topic as current and typical strategies are disturbed forcing brands to make quick adjustments, innovative changes, and adapt …...
A Deeper Conversation on Empathy in the World of CX
In this episode of the CX Virtual Event Series, “Empathy: The Key to Great CX During the COVID-19 Crisis” emphasizes on the importance of maintaining a strong relationship with customers by showing them support and care through various channels and …...
David Bradshaw on the Customer Experience
Hear from David Bradshaw, the VP of Customer Experience at ATB Financial in this short interview on the customer experience. He is an accomplished Executive in sales, customer experience and contact centre start-up, expansion and turnaround. ATB Financial is a …...
5 Ways Banks Can Attract Millennials and Gen Z
Adapt or perish – it’s the mantra for nearly every industry in the digital age, but more pronounced in financial services, an industry often identified as technology laggards. Digital disruption is in full swing in the industry, particularly as its …...
When Your Customer Experience Strategy Is Stuck In Neutral
From The Canadian Business Journal, August 2016 By John Bardawill, Managing Director, TMG International Inc. Avoid six common mistakes, move out of marketing’s planning zone, and get to execution. Fill out the information below to download the file:
How does a restaurant with only 12 chairs get selected as the best new restaurant in the US?
FLX Table is one of the Finger Lakes region’s premier dining experiences. It does not just offer great food, it offers a memorable experience that is literally unforgettable. Fill out the information below to download the file:
State of CX in Canada White Paper
In 2018, TMG and Phase 5 conducted a study on the state of Customer Experience (CX) in Canada. We discovered that currently CX is stuck in the “somewhat” land – from consumers’ and organizations’ perspective. Organizations are somewhat aligned on …...
