Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Download report for $195.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

One Millimeter Mindset

SEPTEMBER 13, 2018

These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. Instead, isn’t it time to develop the leadership soft skills for Tomorrow and the Future? Beyond our current personal development and leadership comfort levels?

Leadership 71

Leadership 2015 Workshop Communication 71

Experience Investigators by 360Connext

JUNE 22, 2015

Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. Share innovation as it happens. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them.

Social Media 233

Social Media Engagement Magazine Innovation 233

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. When it comes to customer experience activities and commitment, leaders appear to be: 1. "All All Repair, No Innovation".

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

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

C Space

JANUARY 19, 2021

Christopher Nurko, Global Chief Innovation Officer, has been named as a Global LGBTQ+ Role Model by INvolve. As the saying goes, leadership is all about making a difference; about setting and meeting goals,” says Nurko. It takes bold moves to leap ahead of customers and competitors. I am proud to be chosen as a role model.”.

Innovation 52

Innovation Consulting Leadership 2015 52

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. I am proud to say that I have a Certificate in Customer Experience from the W.P.

Leadership 128

Leadership 2014 Customer Service Training 2015 128

CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer 2001 2012 Touchpoint 52

Customer Bliss

MAY 31, 2016

Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . About Curtis . Key Takeaway Messages For The Audience.

Airlines 158

Airlines Customer Experience Insurance Innovation 158

Alida

OCTOBER 17, 2017

In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience. Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. Embrace transparency.

Hospitality 247

Hospitality 2015 Retail Leadership 247

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

Experience Investigators by 360Connext

JANUARY 30, 2015

With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. But once a month, while recording our podcast Crack The Customer Code , I get my lunch from the Mariano’s across the street. No customer wants soup that has spilled all over the bag.

2013 252

2013 Customer Service E-support 2014 252

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Books 91

Books Brands Customer Experience Chief Customer Officer 91

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey.

Banking 93

Banking Customer Experience Customer Centricity Download 93

CSM Magazine

OCTOBER 1, 2020

the research-driven artificial intelligence company advancing the future of productivity and efficiency in customer experience (CX). ASAPP is on a mission to build products that make people radically more productive and jobs more sustainable, starting with the $400 billion customer experience industry. About the ASAPP platform.

2011 52

2011 2012 2010 Financial 52

Natalie Petouhof

FEBRUARY 28, 2016

Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights.

Innovation 45

Innovation Management E-support Contact Center 45

Customer Interactions

AUGUST 4, 2015

​With an informative video from Forrester on assessing the current state of your CX, and a great piece from Gartner with 5 top tips to improve your CX innovation, this week’s CMO Perspectives will not disappoint when it comes to thought leadership in the customer service industry.

2015 49

2015 Leadership Innovation Information 49

Provide Support

MAY 4, 2016

Key Aspects of Customer Service Agent Training. Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. © 2003 - 2015 Provide Support LLC.

Customer Service 44

Customer Service 2003 2015 2016 44

Natalie Petouhof

JULY 14, 2015

Every year the Constellation SuperNova Awards recognize eight individuals for their leadership in digital business. Nominate yourself or someone you know by August 7, 2015. VP and Principal Analyst Covering Customer-facing Applications To Create Great Customer Experiences Informed by Data and IOT.

2015 65

2015 Leadership Innovation Travel 65

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

CX University

OCTOBER 22, 2020

BETHLEHEM, PA, October 22, 2020: Today, CX University (CXU) and Moravian College jointly announce the launch of their partnership to award graduate college credits for successful completion of CXU Online Courses in Customer and Patient Experience. CXU offers fully online courses in Customer Experience (CX) that teach the 6-pillars of CX.

2015 64

2015 Customer Experience Professionals 2020 Leadership 64

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

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Below is a partial list of field service influencers who challenge the industry to up its game by innovating through technology or process improvements to improve service delivery.

2023 41

2023 Management Automotive Leadership 41

SuiteCX

FEBRUARY 15, 2016

Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. suitecx ©2015, suitecx Inc. Thought Leadership “Leaders with above average employee engagement maturity…deliver better customer experience and also have better financial results than their counterparts.”

Engagement 40

Engagement Customer Journey Mapping 2015 Leadership 40

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

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

2007 50

2007 2009 Insurance Healthcare 50

Beyond Philosophy

MAY 10, 2016

CMC Thought Leadership Principal, Beyond Philosophy. As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Michael Lowenstein, Ph.D.,

Connections 74

Connections Banking Marketing 2014 74

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. suitecx ©2015, suitecx Inc. Click here to view SlideShare.

Customer Experience 40

Customer Experience 2015 2014 Multi-Channel 40

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. His 2015 Talk is now at 2.1

Leadership 98

Leadership 2015 Government Books 98

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. Here are some questions for customer experience leaders to consider. Here are some questions for customer experience leaders to consider.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

ClientSuccess

SEPTEMBER 15, 2017

In November 2015, I decided to start a blog series that eventually became known as CSM from the Trenches. So I decided to start writing from my own experience as a frontline CSM, or someone who is actively fulfilling a customer-facing role. CSM from the Trenches – A Community for Frontline Customer Success Managers.

Customer Success 45

Customer Success Management Leadership 2015 45

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Michelli Experience

AUGUST 31, 2016

All of this disruption is designed to create an enriched customer experience! For the purpose of this blog let’s just focus on two elements of the Domino’s pizza delivery innovation. The first started in 2015 when Domino’s began testing driverless delivery vehicles (something Domino’s calls DRU – Domino’s Robotic Unit ).

Technology 75

Technology Travel 2015 Innovation 75

West Monroe

SEPTEMBER 14, 2017

Creating “the most customer-obsessed health plan on the planet”. Curtis Kopf is senior vice president of customer experience for Premera Blue Cross, a leading health plan in the Pacific Northwest that provides comprehensive health benefits and tailored services to approximately 2 million people, from individuals to Fortune 100 employees.

Healthcare 89

Healthcare Airlines Customer Centricity 2015 89

Customer Interactions

AUGUST 4, 2015

​With an informative video from Forrester on assessing the current state of your CX, and a great piece from Gartner with 5 top tips to improve your CX innovation, this week’s CMO Perspectives will not disappoint when it comes to thought leadership in the customer service industry.

2015 28

2015 Leadership Innovation Information 28