Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Leaders often not aligned: what they want for the customer. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. Other topics that dominated included the challenges around multi-channel, “nomadic” customers and how difficult it is to understand them.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Sprout Social (@SproutSocial) July 22, 2015. I’m lucky to have some conversations with smart people all across my industry.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Experience Matters

DECEMBER 18, 2014

I wrote this POST for the Customer Experience Professionals Association (CXPA) blog , but decided to also post it here because it’s an important message for all CX Professionals… As 2014 comes to an end, it’s a great time to reflect on where the CXPA is at in its evolution. Customer experience'

2015 106

2015 2011 Customer Experience Professionals 2014 106

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. He was a great student of customer experience and formed/understood what the work needed to be.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Customer Journey Designing.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Customer Bliss

MARCH 30, 2017

Whether this happens monthly, quarterly, or annually, it’s one of the most robust, direct ways for a company to really see what their customers go through to interact with them. It engages leaders, unifies their decision-making, and creates an accountability forum. Inside the Wendy’s customer experience lab.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

CX University

OCTOBER 22, 2020

Moravian College is a member of The New American Colleges and Universities (NAC&U), a national consortium of selective, small to mid-size independent colleges and universities dedicated to the purposeful integration of liberal education, professional studies, and civic engagement. About CX University.

2015 64

2015 Customer Experience Professionals 2020 Leadership 64

Customer Bliss

OCTOBER 31, 2017

In today’s show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a grassroots engagement across the organization. We discuss the skills and approach you need to build a customer experience program and its baseline foundation. Episode Overview.

Customer Experience 0

Customer Experience Chief Customer Officer 2015 Communication 0

CX Journey

JANUARY 6, 2015

And while looking ahead is an important part of planning, there''s also a lot of value in taking the opportunity to stop, reflect, and look back on: what was on our to-do list for the year what we accomplished what we did not accomplish where we''ve been where we are now Having said that, here are some of my thoughts on customer experience in 2015.

2015 64

2015 Employee Experience Customer Experience Professionals Customer Experience 64

Kerry Bodine

FEBRUARY 6, 2017

Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! A couple of years ago I wrote, “ 2015 was the year of the Super Bowl hashtag. Engage with people who mention you.

2017 48

2017 Social Media Advertising 2015 48

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. A story of many CX professionals tasked with driving change, but with neither the authority nor the budget to do so.

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

ijgolding

FEBRUARY 4, 2016

How do you become a Customer Experience Professional? I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post. back in August 2015 and passed – Wow, do I really know about this stuff?!!

Customer Experience Professionals 72

Customer Experience Professionals Tourism 2006 2015 72

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She recently wrote the book on customer understanding ! Adrian Swinscoe. Annette Franz. Bill Quiseng. Dennis Wakabayashi.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping. mark or memory.

Customer Journey Mapping 91

Customer Journey Mapping Customer Journey Banking Chief Customer Officer 91

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She recently wrote the book on customer understanding ! Adrian Swinscoe. Annette Franz. Bill Quiseng. Dennis Wakabayashi.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ijgolding

OCTOBER 3, 2016

What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

CX Journey

MAY 7, 2015

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. Where is customer experience on its maturity path and where is it heading? On to the highlights. How are companies doing?

Customer Experience 73

Customer Experience Hotels Insurance Customer Experience Professionals 73

ClearAction

AUGUST 13, 2019

It places the horse before the cart, conveying that the end is customer lifetime value growth, and the means is meeting or exceeding customer expectations. Customer goals are a universal rallying point for employee engagement and for cross-organizational coordination and collaboration. Core Customers Clarity.

Customer Experience 48

Customer Experience Financial Customer Journey Mapping Customer Experience Professionals 48

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Expectations.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

Talkdesk

AUGUST 20, 2015

Tincher presented a talk titled, “Driving Growth by Reducing Customer Effort,” for the Talkdesk Webinar Series on August 19, 2015. Tincher is the mapper-in-chief and founder of Heart of the Customer , which aids companies in increasing customer engagement.

Loyalty 53

Loyalty Customer Experience Webinar Call Center 53

ijgolding

SEPTEMBER 30, 2014

UK Customer Experience Award for Business Change or Transformation – Simplification. UK Customer Experience Award for a Small Contact Centre. UK Customer Experience Award for Employee Engagement – Taking the Lead. UK Customer Experience Team of the Year – Customers at the Heart.

2014 102

2014 Customer Experience 2010 2015 102

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Jeanne Bliss. JeanneBliss.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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. Journey Discovery Creates a Bridge Between Customer Behaviors and Business Outcomes.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

CX Journey

FEBRUARY 25, 2016

It was published on their blog on October 15, 2015. How would your customers rate your omnichannel experience? Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers.

Omnichannel 46

Omnichannel Reference Retail Touchpoint 46

Steve DiGioia

DECEMBER 5, 2016

New York Times #1 Bestselling Author, Certified Customer Experience Professional, Strategic Consultant, Certified Professional Speaker, TEDx Presenter. As companies get bigger there are more stakeholders and leaders making decisions on behalf of customers and get farther removed from customer interaction.

Culture 105

Culture Metrics Workshop Hotels 105

Michel Falcon Experience

OCTOBER 21, 2015

If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. It’s common for me to open my keynote speaking engagements by asking the audience two questions, so I can gain context around where they are at in their customer experience development plans.

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

2016 111

2016 2017 Customer Experience Social Media 111