B2C Customer Centricity Customer Experience Management Loyalty 
Experience Investigators by 360Connext
JUNE 13, 2023
Where this vital function should sit in their organizational structures is the lingering question of customer experience management. In fact, Gartner’s 2019 CX Management Survey indicated that less than 46% of CX leaders report directly to the CEO, underscoring the strategic importance placed on this function.
Experience Investigators by 360Connext
NOVEMBER 2, 2021
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.
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Beyond Philosophy
FEBRUARY 5, 2015
Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. All employees have the responsibility of providing customer value.
InMoment XI
JANUARY 9, 2024
For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Organizations that strategically allocate their resources to strengthen their customer experience focus stand to gain an edge over the competition.
Customer Guru
AUGUST 8, 2018
Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Augie Ray Follow @augieray.
Bob Hayes
SEPTEMBER 18, 2017
We studied 88 companies that have a formal customer program (e.g., customer experience (46%), customer success (30%), other (24%)) to determine the extent to which they incorporate analytics practices into their program. Most respondents were from the US (86%) and worked in a B2B (50%) or B2C/B2B (42%) company.
Customer Guru
AUGUST 21, 2018
Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. He specializes in customer experience strategies, customer service engagement, and loyalty.
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