Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Alida

OCTOBER 2, 2017

For his achievements, Bennett has received several industry awards, including the 2012 Healthcare Internet Hall of Fame Innovative Individual Inductee award.

Hospitality 100

Hospitality Social Media 2012 2010 100

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014. About UAE Exchange.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Customer Centricity 75

Customer Centricity Innovation Airlines 2002 75

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

OpinionLab

MARCH 8, 2016

Empowering your consumers is the key to improved customer experience. If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage with them – so that they can partner with them to build their brand. So how do you find out what your customers want?

Consumers 96

Consumers 2008 2012 Banking 96

Stella Connect

JANUARY 9, 2018

Brooklinen , a fast-growing online retailer that made its debut in 2012, wasn’t founded on a whim. In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Jack Lorentzen, Senior Associate, Customer Experience.

Customer Service Training 41

Customer Service Training Customer Service Management Call Center 41

SuiteCX

NOVEMBER 3, 2015

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. Six Steps to Best-in-Class Customer Experience. suitecx ©2015, suitecx Inc. Six Steps to Best-in-Class Customer Experience. You need to understand your brand and how it delivers value to your customers.

Customer Experience 40

Customer Experience 2015 2014 Multi-Channel 40

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. it deserves.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

Beyond Philosophy

DECEMBER 20, 2017

CMC Thought Leadership Principal, Beyond Philosophy. The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers.

2006 68

2006 2012 Consulting 2017 68

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. How to Calculate Social Customer Care ROI.

ROI 45

ROI Social Media Airlines Customer Service 45

SurveySparrow

FEBRUARY 2, 2020

One of the most exciting innovations of modern times, the first self-contained digital camera was introduced by Eastman Kodak in 1975. The same company was declared bankrupt in 2012. Innovation is at times misdiagnosed by many companies. Why we romanticize innovation. Innovations generally help us make our lives easier.

Innovation 52

Innovation 2012 Document Culture 52

Stella Connect

JANUARY 31, 2018

Brooklinen , a fast-growing online retailer that made its debut in 2012, wasn’t founded on a whim. In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Jack Lorentzen, Senior Associate, Customer Experience.

Management 40

Management Call Center Connections 2012 40

Natalie Petouhof

MARCH 6, 2017

It is key to so many aspects of a business: growth, innovation, cost savings, new product development… There’s so much to learn about how the work place must change or companies will loose their competitive edge… Practical Research and Toolkits To Jumpstart Your Culture. So Who Are Some of The Speakers? Prior to her C.E.O.

Culture 40

Culture Competitive Advantage 2015 2012 40

Natalie Petouhof

MAY 25, 2016

It was created in 2012 after a brush with tragedy. The IoT partner would need to have people who would roll up their sleeves to help Halo work through specific challenges to bringing genuine innovation to safety devices. The customer can set up a one-touch call to the fire department if the situation calls for that action.

2011 45

2011 2012 2014 Innovation 45

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

2020 132

2020 Customer Experience Magazine Consulting 132

C Space

MARCH 20, 2019

But the truth is, without serious innovation, service stations will end up like deserted Wild West Main Streets. He leads our automotive practice known as auto+, focused on supporting our automotive, mobility, energy, retail and insurance clients navigate the changing automotive landscape, all from the customers’ perspective.

Apparel 45

Apparel Automotive Hotels Hospitality 45

Customer Interactions

AUGUST 7, 2014

Jason was instrumental in the procurement and installation the Center’s new 9-1-1 telephone system, working endless hours customizing and configuring the system to the unique needs of the 24 position 9-1-1 Center. For example, he was recognized for his handling of a call involving a motor vehicle collision on October 27, 2012.

2014 31

2014 Telecommunications 2013 2012 31

C3Centricity

JUNE 28, 2018

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. In the report they mention three changes that CMOs are grappling with in an effort to impact both inside and outside their organisation: How the relationships between brands and customers have changed. Forbes #CMO #Marketing Click To Tweet.

Marketing 59

Marketing Brands Information ROI 59

C3Centricity

JUNE 28, 2018

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. In the report they mention three changes that CMOs are grappling with in an effort to impact both inside and outside their organisation: How the relationships between brands and customers have changed. Forbes #CMO #Marketing Click To Tweet.

Marketing 54

Marketing Brands Information ROI 54

Avaya

NOVEMBER 16, 2016

Open APIs: An open API model is advantageous in that it allows developers outside of companies to easily access and use APIs to create breakthrough innovations. billion GB of data were being produced every day in 2012 alone!) At the same time, however, publicly available APIs are also exposed ones.

2012 72

2012 Document Transportation Connections 72

BirdEye

FEBRUARY 23, 2024

You can only have stellar customer communication through streamlined and effective business communication. Role of Birdeye’s Webchat platform in frictionless business communication: Birdeye’s AI-powered Webchat business communication software helps you convert web visitors into leads and, eventually customers.

Communication 62

Communication Multi-Channel Culture Social Media 62

Customer Bliss

MAY 24, 2016

Episode 6 of The Human Duct Tape Show Podcast is with Alison Circle, who is the Chief Customer Experience Officer in another unexpected industry: the library System. Alison Circle, Chief Customer Experience Officer for Columbus Metropolitan Library (CML), has more than 25 years marketing experience. Customer, customer, customer.

2004 135

2004 2011 2012 Leadership 135

Qualtrics

OCTOBER 8, 2019

Qualtrics helps meet my “why” because we constantly try to push the envelope to be better and more innovative, constantly stretching outside of our comfort zone to do more. Honestly, I needed a part-time job in 2012 when I stumbled on Qualtrics. What attracted you to Qualtrics in the first place? The real question is why I have stayed.

Sales 20

Sales 2011 2012 Culture 20

Gainsight

OCTOBER 22, 2020

A noticeable trend reveals that product, like customer success, relies on every part of the organization to deliver outcomes. Founded in 2006 by Brian Halligan , Chief Executive Officer, and Dharmesh Shah, Chief Technology Officer, Hubspot is headquartered in Cambridge, Massachusetts, with offices and customers worldwide. ” .

2006 52

2006 Culture 2012 2013 52

Amity

AUGUST 5, 2016

With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. We sat down with Vanessa Brangwyn , the VP of Customer Success, to discuss how Customer Success has evolved at Achievers over the last five years.

Customer Success 91

Customer Success Culture Customers 2011 91

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). We just launched a leadership academy and it’s for everyone – not just a select few.”. For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ).

2020 22

2020 Retail Entertainment Leadership 22

Strativity

AUGUST 12, 2015

is the undisputed customer experience leader. magazine today ranked leading Customer Experience firm, Strativity Group Inc. Our unparalleled growth in customer experience research and consulting places Strativity as the undisputed leader in this emerging and exciting space.”. 5000 is the story of great leadership.

2011 40

2011 Magazine 2014 2015 40

Currency Alliance

MAY 9, 2019

when the automotive and mobility industries shifted from a driver- or owner-focused value proposition to a customer-centered one; and when micromobility started to scale up.” [i]. Independent of market positioning, unique customer insight will become the primary competitive advantage. Enter: loyalty marketing.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

SurveySparrow

OCTOBER 18, 2020

Leadership skills. The main job profile of a CEO comprises of running an entire company under your head, so leadership is a definite quality. 3 in 1 employees see effective communication as the number one leadership attribute. Innovation and New ideas. People skills also come under this. Ability to create the culture.

Leadership 52

Leadership 2004 Definition Presentation 52

Qualtrics

NOVEMBER 11, 2019

Nate Leach (NL): I’m Nate Leach, a Principal Customer Success Manager in our Seattle office. Dave Dequeljoe (DD): I’m Dave Dequeljoe, Leadership Development. Discharged as Private First Class in 2012. Understand WHY they do things the way they do, then you’re in a better place to give helpful innovative ideas.

2009 30

2009 2012 Leadership Consulting 30

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. Meet Our Panel of Customer Experience Pros: Daisy Jing. We make it a priority to respond to our customers as quickly as possible. Sasha Tenodi. Wendy Glavin. Randy Hernandez.

2016 111

2016 2017 Customer Experience Social Media 111

West Monroe

JANUARY 23, 2022

As organizations adjust operations to adapt more quickly to disruption, they’re realizing that culture and leadership have an equally influential impact. Many organizations took an “act now, apologize later” approach to making major changes that affected their business and met urgent customer needs.

Government 52

Government 2012 Technology Innovation 52

West Monroe

JANUARY 23, 2022

As organizations adjust operations to adapt more quickly to disruption, they’re realizing that culture and leadership have an equally influential impact. Many organizations took an “act now, apologize later” approach to making major changes that affected their business and met urgent customer needs.

Government 40

Government 2012 Technology Innovation 40

Comm100

MAY 1, 2018

A workforce that is less caught up in the trappings of conflict will have more valuable opportunities for innovation, collaboration, and growth. Born roughly from the late 1990’s or early 2000’s to 2012, early Gen Zers are often lumped in with Millennials because of the fuzzy nature of this generation’s start date. Lack of respect.

Management 41

Management Financial Communication Social Media 41

Michel Falcon Experience

MARCH 12, 2019

Are you content with your customer experience? And then we’re going to evaluate customer wants and needs and why it’s so difficult to really understand what your customers need to build an experience that they’ve never seen before. And it was ‘Customer experience management’ And it made sense to me.

Culture 12

Culture 2019 Engagement Net Promoter Score 12