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We live in an interesting time. It wasn’t too long ago that data scientists, industry leaders, and lead developers were imagining what Artificial Intelligence (AI) was capable of. While it’s still uncertain how far we can take AI, the more important question is what can we do with what we already have? AI has moved from science fiction to reality, and innovative creators are finding that they can use it in new and unexpected ways, most...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Shep Hyken, Founder and Chief Amazement Officer of Shepard Presentations, a management consulting agency that helps clients develop a customer service culture and loyalty mindset. He is also a true titan in the world of Customer Experience and a sought-after speaker. When asked to define customer experience and how it differs from customer service, Hyken said that CX leaders used...

Omnichannel Customer Engagement (OCE) revolves around the ability to deliver a consistent experience across all of a company’s channels. Whether a customer uses live chat, a call center, or speaks directly with a representative face-to-face, customers expect the quality of the interaction to be seamless regardless of the channel. A company’s strategy for OCE is important. The Aberdeen Group found that companies with the best omnichannel strategies retained 89% of their customers, as opposed to only...

People are inundated with content across their devices on their news and social media feeds. Naturally, this content is full of advertisements, free trials, and email subscription sign-ups, - all driven by lead magnets. It is becoming increasingly more difficult for companies to stand out among all of the noise. While these forms of marketing still work, nothing is stronger than having customers as brand ambassadors for your organization. What is a Brand Ambassador? Entrepreneur Magazine defines a brand...

Artificial Intelligence is all the rage in business right now, with companies clamoring to be at the front of the AI race. According to this analysis by Bloomberg, more and more organizations are mentioning AI on their earnings calls. While the concept of AI is becoming a bigger part of business conversations, implementation is often stagnated due to misconceptions about the technology. So,  what are the most common misgivings about AI? AI is Going to Replace All Jobs Understandably, some...

Most customer experience professionals agree that customer feedback can lead to more streamlined processes and improved CX. But how that data is analyzed and acted upon can either help or hurt a company. Customer feedback misconceptions can be detrimental to growth and progress when utilizing it to drive change and improvements for processes and customer interactions. The pitfalls of customer feedback misconceptions can be mostly avoided if a company is aware of the following common myths. Myth#1:  Data...

Whether it’s curling up with a good book or going to the local cinema for a film, as humans we are wired to connect with stories. In fact, research has found that storytelling activates not only the language processing part of our brain, but also the motor and sensory parts as well. In short, a good story puts the whole brain to work. For example, a fitness company could simply say, “Janice lost 8 pounds in 3...

For many companies, one common assumption is that the burden of the customer experience falls solely on the customer service representative. While they are the ones most likely directly interfacing with the customer, the truth of the matter is that attention to the customer experience needs to be fluid throughout the entire company hierarchy: from C-level executives to the employee at the front desk. Why is a collaborative effort so important in customer service? Well, pick...

One of the most iconic stories of customer experience marketing comes in the form of a tale about a stuffed animal named Joshie the Giraffe. A family was on vacation, staying at the Ritz-Carlton on Amelia Island, Florida. At the end of their stay, they hastily left the resort and left behind their young son’s treasured stuffed giraffe. The father called the resort to let them know he had explained to his son that Joshie was not lost;...

With companies striving to stay one step ahead of their competition, the customer has become more valuable than ever before. Companies are moving towards more customer-centric models while trying to define exactly what the term means. While the concept is nothing new, the phrase “customer-centric” is starting to see a lot more screen time. So what exactly does it mean to be customer-centric, and how can companies improve their customer-focused interactions? Customer-Centricity: What is it, Exactly? The term is...