Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. This inevitably leads to problems and customers disappear. They need customers.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

Strativity

MARCH 17, 2015

CRMXchange presents an in-depth online educational event that examines the latest trends and strategies: “Shaping the Journey of the Connected Customer”, March 16-19, at [link] View Keynote. Learning how to reduce customer effort. Understanding how to anticipate customer’s needs and provide proactive solutions to meet them.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. We agree and believe that customer experience is a reflection an organization’s culture and operating processes.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Maz Iqbal

DECEMBER 30, 2014

It is the time of the year that many are pushing out their predictions for 2015. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out. Perhaps, you wish to transition your organisation from a product-centred orientation towards customer-centred orientation.

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

Strativity

OCTOBER 31, 2014

Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Coming February 2015 . Date: February 3-4, 2015. Next Generation Customer Journey Mapping – Actionable, Results-Driving Tools . Click to read.

Customer Journey Mapping 52

Customer Journey Mapping 2014 2015 Presentation 52

CX University

MARCH 29, 2018

As it turns out, customer experience unlocks a radical capability of mapping the customer journey. To destroy silos, all you need to do is focus on changing customer journeys. From Touchpoint to Customer Journey: How the simple act of connecting the dots will start a revolution.

Customer Experience 86

Customer Experience Touchpoint 2016 Banking 86

SuiteCX

SEPTEMBER 25, 2015

Developing a comprehensive Customer Experience (CX) strategy is more difficult than you might expect, and there is a lot of noise in the marketplace as to how to do it right. Customer Experience: Getting past the Barriers to Success. suitecx ©2015, suitecx Inc. Customer Experience: Getting past the Barriers to Success.

Customer Experience 40

Customer Experience Customer Journey Mapping 2015 Leadership 40

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Engagement 40

Engagement Customer Journey Mapping 2015 Leadership 40

Customer Alignment

APRIL 25, 2017

“If I’d only known that being nice to customers was going to be so good for my business, I would have done it years ago.” So said Michael O’Leary, Ryanair’s CEO as profits jumped 66% in October 2015 following the implementation of a number of customer-led initiatives. Are we going to say sorry for our lack of customer service?

Customer Experience 40

Customer Experience Leadership 2015 Customer Journey Mapping 40

Strativity

FEBRUARY 14, 2018

“When a charity can identify it’s micro-journey opportunities, those specific interactions that increase value, it can begin the journey to bring greater donor loyalty through the customer experience … one moment of truth at a time”. Peter announced, “It has been a life-long dream of mine to work with Aussie customers.

Customer Journey Mapping 40

Customer Journey Mapping Touchpoint Customer Journey 2015 40

Strativity

JULY 14, 2015

Take a look at our July Newsletter featuring some Monday motivation, workshops of Customer Journey Management, and a case study on Mercedes-Benz’s Customer Experience Transformation. Openness and flexibility are what allow you to create experiences that are intimate and suitable to your customers.”

Customer Journey Mapping 40

Customer Journey Mapping 2015 Workshop Webinar 40

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better? Understanding customer touchpoints is essential to delivering a superior customer experience.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. No common tools or process.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

ijgolding

SEPTEMBER 29, 2015

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. This year did not disappoint.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

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

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

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

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

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

Strativity

AUGUST 4, 2015

NEW JERSEY, August 3, 2015 – In response to the growing demand for real journey mapping experience, for the first time, Strativity is disseminating best practices learned from 13 years and over 160 customer centric transformations with leading brands. Passion, Expertise and Execution.

Workshop 40

Workshop Customer Journey Customer Journey Mapping Management 40

ClearAction

MAY 28, 2015

If It’s Called Customer Experience, Why is it All About the Company? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Q: What are the biggest customer experience issues are these days?

Customer Experience 110

Customer Experience Social Media Customer Experience Management 2008 110

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Here’s the slideshare for a quick refresher: Customer Guru – 10 for NOW from Customer Guru.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Janice Cuban.

Brands 54

Brands Customer Experience Social Media 2008 54

Strativity

OCTOBER 19, 2015

Acquisition creates the largest customer experience transformation firm in the world. Hackensack NJ, October 19, 2015 – Strativity Group announced the acquisition of Touchpoint Dashboard’s leading SaaS journey mapping platform. Strativity has an aggressive road map to take Touchpoint Dashboard to the next level.”.

Touchpoint 105

Touchpoint 2015 Consulting Customer Centricity 105

COPC

MAY 16, 2018

“What do our customers really want?” Instead, many customer experience teams make strategic decisions based on generalizations and assumptions while all too often latching on to the latest customer experience trend. So, how can you and your organization figure out which channels and solutions your customers want to use?

2017 42

2017 Social Media Consumers Customer Journey Mapping 42

CX Journey

AUGUST 25, 2015

Image courtesy of ~db~ Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 19, 2015. In a post from earlier this month , I wrote about the most-basic and most-important rule of customer journey mapping: maps must be created from the customer viewpoint.

Customer Journey Mapping 64

Customer Journey Mapping Touchpoint 2015 Customer Centricity 64

C3Centricity

NOVEMBER 21, 2018

What has changed during 2018 is marketing’s deeper awareness of, if not complete adherence to, what customers like and dislike. With the battle between Amazon, Microsoft and Google in the voice search and commands domain, customers can get answers just by asking. CUSTOMER CENTRICITY.

Brands 77

Brands Customer Centricity Consumers 2015 77

ClearAction

AUGUST 13, 2019

CEO’s Guide to Growth through Customer Experience Alignment Lynn Hunsaker. Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy. This provides customer experience context.

Customer Experience 48

Customer Experience Financial Customer Journey Mapping Customer Experience Professionals 48