Beyond Philosophy
NOVEMBER 10, 2014
In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” The Value of Customer Experience, Quantified. By comparison, the S&P 500 returned only $93, a 7-percent loss. www.mckinsey.com. February 2006. 26 August 2014.
Beyond Philosophy
JUNE 4, 2015
From Products to Customers to the Human Spirit, noted marketing scholar Philip Kotler recognized that the new model for organizations was to treat customers not as mere consumers but as the complex, multi-dimensional human beings that they are. Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.
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Qualtrics
JUNE 27, 2019
Closing the experience gap with AI comes down to 3 things: The ability to listen and measure customer and employee experiences. Being able to understand the experiences being delivered. Having the ability to act on the insights captured and rapidly make changes improving the experience. Where to listen.
Storyminers
JULY 6, 2020
She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His diversified experience includes significant client-side, consulting-side, and agency-side tenures.
Storyminers
JULY 6, 2020
She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His diversified experience includes significant client-side, consulting-side, and agency-side tenures.
SurveySensum
JULY 14, 2020
She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.
Michel Falcon Experience
MARCH 12, 2019
My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? Are you content with your customer experience? The expectations of our employees and our customers must be managed to build a people first culture. They want to consumer confidence in your brand.
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