Airlines Customer Experience Professionals Leadership Measurement 
Qualtrics
JUNE 21, 2019
Here’s our selection of the best videos out there where some of the leading innovators and thinkers present their lessons on the customer experience. Are looking for the latest thought leadership videos from customer experience leaders like Bruce Temkin and Jay Baer? You can register for free here.
Beyond Philosophy
DECEMBER 10, 2021
One of the outcomes was Bain now measures NPS in a scientifically rigorous way called NPS PRISM®. The organizations that enrich customers’ lives, solve their problems and put smiles on customers’ faces succeed. The Role of Leadership in NPS. Leadership is another integral part of the NPS success.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Investigators by 360Connext
JUNE 1, 2017
It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.
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!! South West Airlines. British Airways.
CX Journey
MARCH 12, 2015
But it’s important to make a distinction between the two terms, because they differ in the ways they’re measured, improved, and capitalized on. It’s often measured using a short set of questions that get at behavioral intention. Prompts might include: “We know who is responsible for the customer.” Particularly their alignment.)
Horizon CX
OCTOBER 2, 2023
A customer has purchased $4,500 of lumber and doors, three carts full and all is paid for. The customer then waits 40 minutes because only one employee in the store has a key to open the loading door to allow the customer to exit. An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight.
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. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions.
Expert insights. Personalized for you.
52 
Let's personalize your content