Category: Customer Experience

A brand new episode of Akimbo this week, all about artificial intelligence. Part one of of two on mediocrity and the choices we’re going to need to make.

And, a while in the making, an experimental AI chat bot that has been trained on all 5,000,000 words of this blog. You can find it here. Yes, you can trick it, but you can also ask it questions about anything I’ve blogged and it may do a good job of answering.

Dave Winer and I pursued the idea in parallel, and I expect he’ll have one soon. And then they’ll be everywhere.

We gathered 6 Customer Experience platforms to consider in 2023 that will help you improve your customer engagement, streamline your operations, and ultimately drive business growth. But wait,☝️ there are also potential drawbacks, such as integration challenges, high costs, data privacy concerns, and dependence on third-party providers. 🙅👀 So, how can you choose the perfect CX platform when there are so many? 🤔 Well, there are a lot of things to consider here but for starters, look for one that tackles your business needs, evaluates features, offers customization options, and provides exceptional vendor support and expertise. What is a customer experience platform and how can it benefit businesses? A customer experience platform is a set of tools designed to help businesses manage and improve the customer experience they provide. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. The purpose of a CX platform is to create a big-picture, comprehensive view of the customer journey across all touchpoints and from every channel. Implementing a CX platform offers several benefits for businesses, including improved customer engagement, personalization and targeting capabilities, increased sales and revenue, streamlined customer journey mapping, and centralized data management. Improving the customer experience through a CX platform can result in better customer retention, increased lifetime value, and higher brand loyalty. However, there are potential drawbacks to consider such as integration challenges, high costs, dependence on third-party providers, and data privacy concerns. When choosing a CX platform, businesses should identify their specific needs, evaluate features, and consider customization options. submitted by /u/CXLumoa [link] [comments]

Customer experience managers in the contact center have never mattered more. Why? 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. Excellent customer experience is a must and should never be overlooked.  
If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. 
Understanding the Role of a Customer Experience Manager  
The first step in becoming a customer experience manager is understanding the job. The specifics of the role will vary from one contact center to another, but generally, a customer experience manager is responsible for overseeing the entire customer journey, from initial contact to post-sale support. Responsibilities can include:  
Managing the overall customer experience: Customer experience managers are responsible for ensuring that all interactions with customers are positive and meet or exceed the customer’s expectations. 
Developing customer service policies and procedures: The role involves creating and implementing policies and procedures that improve the customer experience, reduce customer complaints, and increase customer satisfaction. Implementing new technology may also be required.  
Monitoring customer satisfaction levels: A customer experience manager will evaluate feedback and monitor trends. They’ll also track contact center metrics like net promoter score, customer satisfaction score, and customer effort score to understand customers’ needs and identify ways to improve CX.  
Providing training and coaching: Training and coaching call center agents is an important part of the job. Managers must ensure their agents have the skills and knowledge to provide excellent customer service. 
Managing customer complaints: Handling customer complaints can be a challenging part of any job. Customer experience managers may work across departments to resolve any issues that arise. 
Regular quality assurance reviews: Conducting regular quality assurance reviews to ensure call center agents meet the company’s customer service standards is another essential part of the job. 

FACT:
88 percent of consumers say their experience with a company’s contact center is just as important as the quality of the product. CX matters! (Salesforce)

How to Become a Customer Experience Manager 
Step 1: Build your education  
Formal education isn’t always required to become a customer experience manager, but having a degree in a related field like business administration, marketing, or communications can help. There are certification programs available and online training, too, that can give you the knowledge and skills needed to succeed in this role. 
Step 2: Gain relevant experience  
To qualify for the job, you’ll need relevant experience in customer service and management. This could involve working as a customer service representative, a team leader, or a contact center manager. You’ll also need data analysis, project management, and customer feedback analysis skills.  
Step 3: Develop your leadership skills  
Strong leadership skills will be crucial to your success in this role. This involves motivating and inspiring your team, communicating effectively, and making strategic decisions that benefit both the company and the customer. Coursework and relevant on-the-job experience can help you hone your leadership skills.  
Step 4: Stay up-to-date with industry trends  
Managers should always be up-to-date with industry trends and best practices. Grow your knowledge by attending conferences and networking events, reading industry publications, and staying informed about emerging technologies and customer behaviors. 
More than ever, contact centers offer solid career pathways! Salaries are good – customer service managers earn US$69K per year, on average – and today’s contact centers are growth centers and technical leaders.#CX #CustomerServiceManagersClick To Tweet
How Much Money Does a Customer Experience Manager Make? 
Data from Payscale says the average US contact center customer experience manager makes $69,000 annually. Salaries can range from $43,000 to $107,000 annually, depending on location, company size, industry, and experience level.   
As CX becomes an increasingly important differentiator for businesses, customer experience management has become more crucial in contact centers and other industries. Companies are investing more resources in improving the customer experience, so the demand for skilled professionals in this area has increased. 

How is this Position Different from a Customer Success Manager?   
A customer experience manager and a customer success manager have different roles and responsibilities, although there may be some overlap depending on the company and industry. 
Customer Experience Manager 
A customer experience manager oversees the overall customer experience, ensuring customers have a positive and seamless experience when interacting with the company or organization. They may work to identify pain points in the customer journey and implement solutions to improve customer satisfaction and loyalty. CEMs may also be responsible for developing customer experience strategies, managing customer service teams, and analyzing customer feedback and data to make informed decisions about improving the customer experience. 
Customer Success Manager 
On the other hand, a customer success manager is focused on helping customers achieve their goals using a particular product or service. They work closely with customers to understand their needs and ensure they get the most value from the product or service.  
Customer success managers may provide customer training and support, identify opportunities for upselling or cross-selling, and work to resolve customer issues or complaints. Their goal is to ensure that customers successfully use the product or service. 
Is a Customer Service Manager Different from a Call Center Manager?  
While there may be some overlap in the tasks associated with these roles, a customer experience manager typically has a broader focus on the overall customer experience, while a call center manager may be more focused on the day-to-day operations of a specific team within the call center. 
A customer experience manager may work with multiple teams within a company, including marketing, sales, product development, and customer service, to ensure that all customer interactions are aligned with the company’s overall brand and messaging. They may also be responsible for developing and implementing customer feedback programs, analyzing customer data, and making recommendations to improve the overall customer experience. 
Are you all about the customer journey? If so, becoming a customer experience manager in the contact center may be the right path for you!  The post How to Become a Customer Experience Manager first appeared on Fonolo.

I recently came across an article that made me feel like I was living in the future – because I am. Researchers from CXService360 asked OpenAI’s ChatGPT to share insights on what it believed the ideal banking experience for customers in 8 countries would be. Using its language generation capabilities, ChatGPT analyzed customer feedback in its dataset and generated a report outlining the key factors contributing to a positive banking experience in the USA, UK, Canada, Switzerland, Nigeria and other countries. The report identified the most critical aspects of customer service and satisfaction, such as clear communication, ease of access, and personalized service. What’s truly amazing is that this technology has the potential to revolutionize customer experience management in a variety of industries. By using AI to analyze customer feedback and generate insights, companies can create truly personalized experiences that meet their customers’ unique needs and preferences. I’m confident that AI will continue to play a crucial role in shaping the customer experiences of tomorrow. You can read more about the CXService360 article here It’s exciting to see how AI is advancing to enhance customer experience. Who knows what the future will bring? submitted by /u/KelechiOkeke [link] [comments]

School sports can have some valuable outputs:

Learning teamwork

A lifetime habit of fitness

Giving non-academically-focused kids a chance to shine

Offering leadership opportunities

Valuing persistence, innovation and responsibility

And yet, many schools act as if all they have is a trophy shortage. They bench kids who might not (yet) have the physical attributes necessary to win, or they build huge stadiums, go on long road trips, berate students that make an error or simply act as if the only point is to win.

Fancy uniforms, the magnification of small differences and a cutthroat focus on the outcome is not something that leads to the benefits that most of us would root for.

Why not have a small league and swap kids around until the teams are evenly matched? Give every single player the same amount of game time? Reward kids for personal growth, not for being better than someone else who simply started with a bit less than they did? What would happen if the coaches were rewarded for what was actually valued by parents, not for recreating what people see on TV?

Perhaps we could begin by asking what school sports are even for. Are they there to entertain the fans?

I’d argue the same goes for the local jazz band and the middle school theatre production as well.

Hi CX Community! We are inviting you to come and join us on March 28th at 4pm EET 📈 where we will discuss the importance of building relationships across departments to prepare for CX success. 📈 ​ https://preview.redd.it/pj8th721gfqa1.png?width=1080&format=png&auto=webp&s=291e9e37aa1d4c68ae1e1c4ab57b2d2beb8e6ed8 Our esteemed speakers, Ian Golding, Edwin Best, and Suvi ☀️ Lindfors will share their hands-on experience with CX and CI programs, as well as tactics on how to sell customer experience to the rest of the organization. In this webinar, they will: ➡ Examine why businesses are shifting from “one-man armies” to “organization-wide collaboration” ➡ Reinforce why it is necessary to build CX initiatives that go beyond the CX department ➡ Share tactics on how to sell customer experience to the rest of the organisation ➡ Discuss what can be done when a CX programme is met with resistance ➡ Introduce some real-life examples from their hands-on experience with CX and CI programmes Register NOW! – It’s Free admission submitted by /u/CXLumoa [link] [comments]

This is extremely unique vs

This is unique

I’m very upset vs

I’m upset

and

I love you a ton vs

I love you

Sometimes, more words aren’t better.

More than 2,000 years ago, an actor in Greece botched a line in a play. In an inflection error, he said “weasel” when he meant to say “calm sea.”

As a result, he was mocked by Sannyrion and then Aristophanes and others.

He never worked again.

The lesson might be that one innocent slip and you’re doomed.

The real lesson might be that in the history of his profession, one in which millions of people have stood up and said billions of words, this is the only time this ever happened.

It doesn’t have to happen with intent, in fact, it rarely does.

Micro-emotions appear on our face and then disappear in less than a second. Blink and you’ll miss them. But sometimes, people don’t blink.

We’ve evolved to be hyperware of these tiny displays of emotion.

And yet, most of us don’t even realize it’s happening. We don’t realize we’re seeing the signs, or that we’re sending them.

Someone who sends tiny flashes of empathy is often seen as charismatic. We’re afraid of a dog that seems, in a fraction of a second, to be angry. And we build friendships around our instincts gained from these flashes (or the absence of them)

I had a friend who didn’t realize that when she got nervous, she often winked. As a result, people changed their responses to her, because they misunderstood the tiny signal she was inadvertently sending. Once she realized what was happening, she couldn’t easily extinguish the winks, but at least she knew the cause of the responses and could act accordingly.

The same thing happens, but even more so, with other flashes of emotion. When someone is stressed, nervous or fearful, he might send out previously unacknowledged flashes and signals of those feelings. They might be beyond our control, but the reactions people have are real, and understanding what prompts the response is the first step in moving forward to address them.

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