Experience Investigators by 360Connext

JUNE 8, 2021

Many organizations are benefiting from leveraging machine learning and artificial intelligence tools to isolate data points that can help predict next actions and future customer desired outcomes. What can a business leader do to look ahead and predict future customer behavior? How to Look for & Consider Customer Experience Clues.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

CSM Magazine

MAY 14, 2024

CommBox, the leader in AI and automated customer communications, is today launching its new partner programme, CommBox Connect. This programme opens CommBox’s market-leading technology to the broader customer service ecosystem, offering new revenue streams, faster time-to-value, and a more diversified client portfolio.

Connections 52

Connections Marketing 2013 Omnichannel 52

CX Journey

DECEMBER 11, 2018

These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. In 2012, I wrote about his first book, Brand Integrity , and in 2013, I wrote about his second, Engaged! Let's dive in.

Books 60

Books Leadership 2019 2012 60

Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 120

Government Customer Experience Management Customer Experience Management 120

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

COPC

APRIL 19, 2022

to improve customer service. The individual-level COPC Contact Center Management training improves customer experience operations based on the ? COPC Customer Experience (CX) Standard — the industry’s most highly recognized performance management system. ? has helped transform operations supporting customer experience.

Customer Service 52

Customer Service Transportation Contact Center 2022 52

BlueOcean

APRIL 20, 2023

He brings a very genuine and personal element to his leadership, which is incredible when you consider he leads 600 employees across three countries! I believed that I could take everything I’ve learned in my career of building good leaders and apply it to ONQ so we could say our leadership started from the first position available.

Contact Center 156

Contact Center Culture 2013 Airlines 156

Heart of the Customer

MAY 27, 2015

According to a 2013 study by the Center for Leadership Development and Research […]. The post Why Agent Coaching is the Key to Customer Loyalty appeared first on Heart of the Customer. Former CEO Brad Anderson used multiple coaches as he drove Best Buy to new heights.

Loyalty 79

Loyalty 2013 Leadership Customers 79

Customer Bliss

OCTOBER 4, 2016

So when she took on the role of the Chief Customer Success officer at Reval, she knew she needed to create a very deliberate path to gaining understanding, acceptance and traction in her role. This is why I often talk about “one-company leadership.” This is where you begin to understand and map out the customer journey.

Customer Success 166

Customer Success 2016 2013 Metrics 166

Gainsight

OCTOBER 5, 2021

Across decades, in any industry, business leaders have obsessed over their customers. Whether a business serves five or 500,000 people, the opinion and experience of those customers are critical to the longevity of that business. . Today’s leadership also obsesses over their customers with one key difference.

Customer Success 45

Customer Success 2013 2007 2014 45

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. However, self-service is proving to be a double-edge sword for both companies and customers alike.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. In her role, Anne not only leads the customer experience transformation for MSA, but she also holds responsibility for running the quality, delivery and support operations for MSA globally. .

Chief Customer Officer 118

Chief Customer Officer B2B Leadership B2C 118

Maz Iqbal

OCTOBER 9, 2014

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. Little Change In The State of Customer Experience Excellence From 2013. Which kind of makes me question the claim that customer experience is now firmly established as the main competitive battleground. Did you get the clue?

2014 89

2014 Customer Experience 2013 Retail 89

Customer Bliss

JULY 19, 2016

Thinking about customers as assets is my first customer experience competency. The idea of ‘customers as assets’ moves you towards a simple, non-refutable measure of if you did, or did not, earn the right to customer-driven growth. The customers as assets time equation. This is a real problem.

2013 129

2013 Leadership Customers Customer Centricity 129

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. Why did you choose Customer Success and what was your background?

Customer Success 59

Customer Success 2013 2014 Consulting 59

Customer Bliss

SEPTEMBER 8, 2016

Within my five-competency customer experience framework , I often call No. 1 — honor and manage customers as assets — the “clincher competency.” ” This is where you begin to move customers away from being perceived as a cost center and towards being perceived as assets. ” Click To Tweet.

2010 141

2010 2013 Customers Presentation 141

Gainsight

APRIL 26, 2023

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” To get pumped up, we thought we’d share our top 10 moments from the last 10 years of defining the customer success industry at Pulse.

2015 52

2015 2023 2013 2022 52

Optimove

JUNE 6, 2023

Optimove is serious about providing the best, all-in-one Customer-Led Marketing solutions to any brand looking to grow the right way via their existing customers. In 2013, Adobe acquired Neolane for $600M, and Stephan subsequently became Vice President and General Manager of the Adobe Campaign business. Stephan agrees.

2001 52

2001 2013 Leadership Definition 52

Hello Customer

MAY 17, 2020

“More than ever businesses have to listen to their customers”. This is the official press communication concerning Hello Customer’s latest fundraising round. Hello Customer aims to make its high-performance platform even more efficient and is gearing up to consolidate its growth, both in Europe and in the US.

2015 98

2015 2013 B2B 2014 98

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

2022 52

2022 Customer Success 2021 Consulting 52

Heart of the Customer

SEPTEMBER 11, 2014

You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. I love this report – it really shows the bottom-line impact of customer experience.

Customer Experience 132

Customer Experience Net Promoter Score Seminar 2007 132

Gainsight

JULY 11, 2023

By Steve Cornwell, July 11, 2023 This morning, we announced that Gainsight acquired Northpass in the most exciting moment in my 20 years of company building and the most defining moment in the history of Digital Customer Education. I want to share how this acquisition came together and what it means for our customers and industry.

2023 40

2023 Leadership 2012 2010 40

Customer Bliss

DECEMBER 5, 2017

Can you manage a B2B relationship with customer providers and consumers? In many ways, Angie’s list embodies the idea of listening to your customers,” says Angie, as she described the importance of customer reviews for her business and customers. Listen to and Empower Your Customers Through Reviews.

Chief Customer Officer 129

Chief Customer Officer 2017 2013 2016 129

Gainsight

NOVEMBER 2, 2022

Some emerging KPIs Schrage noted include employee experience, customer experience, and customer lifetime value. Singh continued, “As you think about understanding our stakeholders, employees, shareholders, and customers, our KPIs are evolving. We started in 2013,” said Tandan of Gainsight, Inc.,

Retail 52

Retail 2013 Metrics Definition 52

Alida

OCTOBER 2, 2017

A regular speaker at national and international conferences, Bennett also received the Mayo Clinic Platinum Fellow designation in 2013—an award that recognizes his pioneering leadership in health care social media.

Hospitality 100

Hospitality Social Media 2012 2010 100

Bill Quiseng

JULY 28, 2014

Marriott’s leadership mantra, ““Take care of your employees, and they’ll take care of your customers.” And when you read his bio you will see that Ben and I both share a commitment to engaging associates to help build an exceptional customer experience. . Service From the Customer’s Perspective.

Customer Service 143

Customer Service Hotels Social Media 2013 143

Beyond Philosophy

MAY 21, 2015

In a two-year process prompted by consumers’ growing concerns about the safety of long-term consumption of GMOs, Chipotle’s leadership feels this is about transparency and trust as much as health. They put the emphasis on the Customer, not on the Process. However, because it is important to their Customers, they did it anyway.

2013 156

2013 Books Webinar Leadership 156

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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

Education Services Group

OCTOBER 28, 2020

Capturing and reacting based on your customers’ expected business outcomes are integral part of Customer Success. Therefore, during a Quarterly Business Review (QBR), customers are asked what their desired business outcomes are. Help the customers prioritize ideas and develop a suitable Customer Success Plan from the results.

2013 45

2013 Chief Customer Officer Customer Success Customer Retention 45

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 91

Customer Service Banking 2019 2007 91

Customer Bliss

MAY 23, 2017

Under her leadership, they turned it into a three-day festival. At Modell’s, LaRocca led its successful sponsorships of the 2014 Super Bowl and the 2013 Major League Baseball All-Star Game. It needed to be someone with a context in marketing, events, hospitality, customer relationships, and more. Be cross-collaborative.

Sports 142

Sports Events 2014 2015 142

InteractionMetrics

JUNE 6, 2023

Qualtrics XM Institute [i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill” [ii] Because of this, customer service staff are receiving customer empathy training in droves. For our families and closest friends, making an effort to empathize is worth it.

2004 52

2004 2016 Customers 2007 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. Nothing at all!

2013 74

2013 Customer Journey Definition Magazine 74

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. About Brian. He arrived at that role in October 2007.) He has an MBA from Purdue University.

NPS 163

NPS Net Promoter Score 2003 2007 163