Beyond Philosophy

JANUARY 7, 2016

More organizations have embraced the emotional side of the Customer Experience. This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. However, the Customer Experience movement has advanced. My Prediction .

2016 74

2016 2002 Insurance Books 74

Beyond Philosophy

JANUARY 7, 2016

More organizations have embraced the emotional side of the Customer Experience. This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. However, the Customer Experience movement has advanced. My Prediction .

2016 60

2016 2002 Insurance Books 60

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I’m very proud of the thought leadership content we produced and the extent to which it was adopted by organizations around the world.

2002 30

2002 B2B Culture Events 30

SuiteCX

FEBRUARY 22, 2017

His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. The customer journey is part of the co-creation ecosystem and systems thinking needs to be applied. Normann to concretely define the MOT, but he died much too young.

Touchpoint 45

Touchpoint Definition Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. The customer journey is part of the co-creation ecosystem and systems thinking needs to be applied. Normann to concretely define the MOT, but he died much too young.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40