Experience Tales Consulting

Experience is the Brand Promise in action, it outlives every promotion event or campaign, while creating an intimate relationship between brands and their customers. As long as it is managed well and intentionally. I will be there. It looks like a great event with the bonus of the outstanding speakers Michael Hinshaw and Diane Magers Link to register: https://hubs.ly/Q02zK5hY0 #customerexperience, #brandpromise, #cx Simone Silva, MS, MBA

Don't forget to join us this Wednesday, June 19th at 10am PT for our XOS webinar where we'll show you how to create a customer experience plan that meets and exceeds customer expectations. Learn how industry giants like Walmart, Apple, and Amazon empower their teams to deliver outstanding experiences! 📅 Sign up today and join the journey to excellence! https://hubs.ly/Q02zK5hY0 #CX #BusinessStrategy #CustomerSuccess #Webinar #CXLeadership

🌿 Lessons from my almost 6 years old daughter about Content Marketing 👧 Daughter: Mom, did you know you cannot click "Subscribe" with your finger nail? You need to touch it with your fingertip! 👩 Me (surprised): Ok, do you know what that means, to "Subscribe"? 👧 Daughter (in her own words): All those "Youtubers" want you to click "Subscribe" and "Like" their videos, that way they get to "100", which is a lot, and win. I want to help them. 👍 💯 🎬 There is so much to unfold in this conversation. What are your thoughts? > Are you designing experiences that are inclusive of current and future generations? * of course we are talking about "parent controlled" content and screen time. #customerexperience #contentmarketing #thoughtleadership Simone Silva, MS, MBA

🤷♀️ Do you know what are the most critical skills in CX? 🤷♂️ Is your CX team perceived as an unattractive career path for top talent in your organization? 🤷♀️ You want to do something, but don't know where to begin Join me tomorrow for a dynamic and interactive session about "CX Capabilities and Critical Transferable Skills for a Successful CX Program", and let's answer those questions together! Event promoted by CXM@MSU [link to register in the comments] #customerexperience #cxm Simone Silva, MS, MBA

- Do you think it is time to innovate in your Customer Service Training? - Do you know how AI is going to impact, change or improve the performance of your agents? I recently gave an interview to Nidhi Lohia from Hiver, and among other topics we discussed Competence Development and Employee Experience with the influence of AI. Engage in the conversation and share your perspective in the comments! Simone Silva, MS, MBA #CustomerService #CustomerExperience #EmployeeExperience *link to the blog interview in the comments

Human Experiences are at the core of great CX, be it as the personas around which experiences are designed, as the employees involved in providing those experiences, as executive leaders and investors acting as decision makers, or as the CX Specialists with trained eyes and brains, always thriving for excellence while re-imagining experiences. I'm very excited to join a group of thought leaders who will be applying their CX skills to solve challenges impacting select nonprofit organizations in the 2024 Customer Experience World Games ™| CXWG ™. "Do you want to see how CX can make an impact in the world? - Stay tuned for updates" #cx #customerexperience #CXWG Simone Silva, MS, MBA

Here is my recommendation of an engaging and impactful program that can help you redefine your role as a CX Agent of Change. This program is one of a kind, providing practical tools and strategies to apply structured change management in support of CX Transformations. Check out https://lnkd.in/gquGYxmJ to learn more and register! EmpoweredCX Mark Slatin, CCXP Simone Silva, MS, MBA #customerexperience #cxm #changemanagement

- Doe your Analytics Strategy feel fragmented? I had the pleasure of joining Ibby Syed and Tom Firth from Cotera in an engaging chat about the role of Analytics in Customer Experience Management. In the conversation, we exchanged some insights about how to structure an advanced analytics program based on layered data sources, link to the article in the comments. Simone Silva, MS, MBA #cx #customerexperience #analytics #customerexperiencemanagement

We cannot think about Customer Experience and not consider the hundreds of thousand of frontline Customer Service employees, who have seen the reality of their jobs change completely during and after the COVID-19 pandemic. Remote jobs in Customer Service, which used to be an exception became the new normal and that's a change here to stay. This article from McKinsey & Company presents some valid recommendations to improve employee productivity, but it doesn't drill deep into the demographics of remote versus in-the-office jobs, a timely and needed discussion. Among the recommendations, they list the following and I invite us to reflect on how an Organization needs to adjust them for a fully remote Customer Service workforce: - Create a hiring engine to compete for talent - Focus learning and development programs in the highest return journeys What are your thoughts? Simone Silva, MS, MBA #customerexperience #consumerservices #workfromhome

A multi-layered approach to customer feedback is needed for companies to be agile and proactive improving customer experiences. Direct feedback, Indirect and Inferred can all be enhanced with the use of AI and Advanced Analytics. The following event seems to be a good one, for anybody trying to redefine their VOC Programs. I'm looking forward to attending "Feedback Rebellion | NPSx Expert Webinar" Join me on May 30. Simone Silva, MS, MBA