Ecrion

MAY 17, 2019

Self-Service is Now Standard Customers would rather reference your company’s website or interact with an online assistant than call you with a question. In 2012, Forrester reported that only 67% of people 1 used online FAQ guides. With customer journey mapping , you can track your customers as they interact with your enterprise.

Customer Experience 64

Customer Experience E Commerce E-support Customer Journey Mapping 64

Customer Guru

AUGUST 21, 2018

Before starting her own firm, Megan served as the Vice President Principal Analyst, Customer Experience at Forrester Research. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model. Michael Hinshaw Follow @MichaelHinshaw. Toni Newman Follow @Toni_Newman.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

2020 132

2020 Customer Experience Magazine Consulting 132