CX Blog

"They are our sales force. Without wholesalers and retailers, we can't make money!" a Business Development Manager said to me recently. He was right! Most manufacturers do not sell directly to the public. Instead, they sell through wholesalers and retail channels to make a profit.

Watch the recording of the recent webinar "3 Technologies to Drive Peak Performance of Your Contact Center - Recommended by Industry Experts" from our new series "5 Tips From an Expert" with Mike Aoki. The guest experts are Kay Phelps, Senior Product Analyst @ 8X8 and Marty Tracey, CEO of LANtelligence.  

Best practical advice from CX industry professionals at Forbes, ICMI, Contact Center Pipeline, Call Centre Helper and others. This month, learn about:

• The importance of customer effort in gaining customer loyalty.
• What Kay Phelps thinks about AI and Machine Learning in the future of customer experience and her advice to customer service leaders.
• Upcoming webinar: 3 Technologies to Drive Peak Performance of Your Contact Center.
• Tips by Mike Aoki for insurance industry contact centers.
• Effective ways for a retail business to earn more customer satisfaction.
• What can you do to strike the right balance between quality and productivity of your contact center?

5 Customer Service Tips for Insurance Industry Contact Centers

Insurance is one of the most challenging industries for customer service. People do not want to think about life insurance since, it reminds them of dying. Others think auto insurance prices are too high. Meanwhile, people file claims only when something bad happens: car accident/theft, home disasters or even serious illness/death.

To continue with our series of customer experience webinars of this year, the second one will take place on April 4th, which will bring more knowledge and expertise in the industry. This time Kay Phelps, a contact center professional from 8x8, will share some tips for new technology adoption in contact center. Here is how Kay sees the future of CX and her best advice to customer service leaders.

Best practical advice from CX industry professionals at Forbes, ICMI, Contact Center Pipeline, Call Centre Helper and others. This month, learn about:

• 2019 technological innovation that is the key to modern customer experience.
• Webinar Recording "5 Ways CX Journey Mapping Can Improve CSAT & NPS Results."
• Training tools and techniques that enhance the learning experience.
• Tips for providing customer service that results in customer loyalty.
• Some best practices in customer service messaging shared by CX Experts.

Watch the recording of the recent webinar "5 Ways CX Journey Mapping Can Improve CSAT & NPS Results" from our new series "5 Tips From an Expert" with Mike Aoki. The guest expert is Annette Franz, the Founder and CEO of CX Journey Inc.  

“A chain is only as strong as its weakest link.” That saying is at the heart of customer experience: consistently execute every step in a customer’s journey. That is vital when your customers’ heating and air conditioning is at stake. So, how do major HVAC (Heating, ventilation, and air conditioning) contact centers ensure their customers get the best possible experience? Here are five tips:

Best practical advice from CX industry professionals at Forbes, ICMI, Contact Center Pipeline, Call Centre Helper and other. This month, learn about:

• New Year's customer experience related trends at the world's largest consumer technology event.
• How Annette Franz of CX Journey Inc sees the future of customer experience and her best advice to customer service leaders.
• Upcoming Webinar: 5 Ways CX Journey Mapping Can Improve CSAT & NPS Results.
• Contact Center Challenges & Priorities survey has recently revealed their latest results. This year's theme is change.
• Tips shared by CX experts for how the effectiveness of digital customer service can be improved.

Throughout the year of 2019, we will be hosting 6 CX Webinars, starting with the first one on February 21st. We are bringing you the most well-known experts in the industry to share their knowledge and expertise on customer experience. For the upcoming webinar, we have invited Annette Franz, the founder and CEO of CX Journey Inc., to discuss how CX Journey Mapping can improve CSAT and NPS results. Here's a short interview with Annette and some of her points of view about customer experience.