Amity

APRIL 25, 2016

The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight. Follow her weekly blog posts on Customer Success best practices. The Gainsight Blog. C CO Council Blog.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Bold360

AUGUST 3, 2020

There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. To talk about that, Ben Wells , Digital Banking Officer, AVP at Decorah Bank & Trust in Decorah, Iowa, joined us on the CXNext podcast. What’s important to them?

Customer Engagement 52

Customer Engagement Banking Engagement Technology 52

Customer Bliss

JULY 12, 2016

Welcome to Episode 13 of my podcast. (It’s We discuss how Dave and his team used a journey map to clarify and focus the work and how he identified and engaged with early adopter leaders to prove the approach and gain adoption. ’ or ‘How does his work interact with mine?’ Episode Overview.

Customer Experience 0

Customer Experience Retail Customer Journey Mapping Automotive 0

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Saving Money Through Better CX. How are you?

ROI 143

ROI Books Customers Definition 143

Beyond Philosophy

SEPTEMBER 24, 2020

Fortunately, he is also the co-host of our podcast, The Intuitive Customer , and we discussed what Customer Science is on a recent episode. These organizations can go into incredible depth using science in other areas like products, finances, operations, and so on, but not customers. Therein lies the problem.

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

Bold360

JULY 9, 2020

There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. To talk about that, Ben Wells, Digital Banking Officer, AVP at Decorah Bank & Trust in Decorah, Iowa, joined us on the CXNext podcast. What’s important to them?

Customer Engagement 52

Customer Engagement Engagement Banking Technology 52

Wootric

FEBRUARY 14, 2019

This is a Valentine to those people, and more specifically those people who work in CX. These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Did we miss an especially loveable CX expert?

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. But…"How do I get my executives on board?" Erin went from a CX management role to a CX measurement role, charged with transforming a 15-year-old customer satisfaction program to a CX measurement and management program.

Government 68

Government Customer Experience Events Presentation 68

Bold360

MARCH 11, 2020

We take a look at: How avoiding internal friction at the outset makes everything else easier. How to measure success now and in the future. How to work within budget constraints and still drive the ROI we want. If you’re all in agreement, you can figure out how to fix this problem for the future. Organizational structure?

Engagement 52

Engagement ROI Measurement Metrics 52

West Monroe

MARCH 25, 2019

You can also listen to the full episode below or find the show on all podcast platforms and subscribe. I learned a lot about content development across TV and print and how to maximize the value of that content to drive audience. That’s been the fun of figuring it out, how you weave all those things together into something.

Roadmap 40

Roadmap Advertising Customer Centricity Customer Experience 40

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Gabe and Nate provide valuable insights on change management and how companies can evolve and thrive in the new market.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

2020 132

2020 Customer Experience Magazine Consulting 132

Qualtrics

SEPTEMBER 15, 2020

In this podcast, she shares best practices for how brands can adapt their digital CX programs to meet the evolving needs of today's digital-first consumer. Juliana was joined by Clay Warren, Head of Digital CX at Qualtrics. How are brands responding to these shifts? Hear the full interview. Read full transcript.

Brands 26

Brands Healthcare Innovation Consulting 26

CX Accelerator

SEPTEMBER 16, 2022

If we are being honest, that’s as committed as it gets for many executive and operational leaders. And although the most profitable and successful companies across every sector globally, are also the ones that have the highest CX scores, adoption is slow in many organizations. It's easy (and normal) for doubt to creep in.

Consulting 208

Consulting Culture Insights Customer Experience 208

SmartKarrot

JANUARY 5, 2022

His passion for and devotion towards the CS space also has him chaired as an Advisory Board Member at CSM Practice and a Proof Advisor at Proof Analytics where he helps executives strategize and scale their CS operations. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

SmartKarrot

JANUARY 5, 2021

His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. The 4-times best-selling author has not only transformed global businesses through her revitalizing Customer Success guidebooks but has delivered over 1,500 keynotes globally. James Scott. Julie Hogan.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

SmartKarrot

FEBRUARY 15, 2022

Today, almost all companies, irrespective of the industry they operate in, give special attention to customer service and make rigorous efforts to ensure customer success. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Annette Franz. Bill Quiseng. Bob Thompson.

2022 10

2022 Customer Service Social Media Customer Centricity 10

SmartKarrot

MARCH 8, 2022

Now get ready to be inspired as we shine a spotlight on these powerful women and how their achievements are shaping the industry. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’ Annette Franz is the Founder and CEO of CX Journey Inc.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. We fully recognize and appreciate that there are multiple ways CX can and should be improved that don’t have anything to do with Artificial Intelligence. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

SmartKarrot

APRIL 13, 2023

In this blog, we will introduce you to some of the most influential and visionary account management leaders who are shaping the industry with their innovative strategies, thought-provoking content, and inspiring stories. As a key account manager, if you want to grow your customer base and help them succeed then follow his blog.

2023 11

2023 Management Consulting B2B 11

Storyminers

JULY 6, 2020

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. We fully recognize and appreciate that there are multiple ways CX can and should be improved that don’t have anything to do with Artificial Intelligence. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Qualtrics

JUNE 6, 2019

He’s the author of How Brands Grow: What Marketers Don’t Know and Marketing: Theory, Evidence, Practice. Follow David for information about health and wellness in the workplace and how that translates to leadership. ( @davidedelman ). Follow Gary for his business podcasts. ( @garyvee ).

Brands 33

Brands Leadership Books 2018 33

Kustomer

JUNE 27, 2022

The transformed landscape requires engagement like never previously seen, and customer service software is here to help. How to Choose the Right Customer Service Software How to Measure the Effectiveness of Customer Service Performance. Customer service tools can transform customer service for companies of any size.

2022 98

2022 Customer Service E Commerce E-support 98

Uniphore

JANUARY 4, 2022

The future of business is understanding how to unlock the value of conversations. How are you planning to leverage conversations to drive revenue and customer retention? At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence.

2022 126

2022 White Paper Contact Center Innovation 126

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. How likely are you to recommend Net Promoter System to your CX colleagues? (on blog linkedin twitter Why? "I

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Beyond Philosophy

MAY 12, 2021

We invited Nancy Porte, Vice president of Global Customer Experience Verint and vice-chair of the Customer Experience Professional Association (CXPA) board, to discuss this research on a recent podcast. Also, the customer demand for digital transformations was disrupting the workplace. Technology Can Help.

Customer Expectations 89

Customer Expectations 2021 Technology Chief Customer Officer 89

Kustomer

JULY 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by Darryl Addington from Five9 to learn about integrating cloud support and AI into the CX space. Hot Take: How Artificial Intelligence Promotes Human Interaction. Tune into the episode to learn more.

Contact Center 98

Contact Center Consumers Technology Innovation 98

SurveySensum

OCTOBER 27, 2020

This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey. Later the conversation shifted much deeper into Customer Success and how can someone become one! Here’s how it goes. How was your journey to Customer Success Head and opening your own company?

Customer Success 59

Customer Success 2013 2014 Consulting 59

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show. What advantages do CX leaders gain from using a journey management approach?

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

ViiBE Blog

JANUARY 22, 2021

This week, ViiBE co-founder and CEO Marc Prempain was pleased to participate in a live Q&A with Zendesk Startup Centra l where he discussed how ViiBE’s web technology has revolutionized remote assistance, and where industry trends are leading this technology. How did you come up with the idea for ViiBE?

Call Center 52

Call Center Download 2020 Omnichannel 52

SmartKarrot

JULY 27, 2020

Let’s have a look at some of the books, blogs, certifications, groups, and whitepapers, etc. How to Build Your Customer-Driven Growth Engine – Author Jeanne Bliss, talks about a proven framework that has launched and augmented the customer experience transformation in and across a plethora of verticals.

Customer Success 10

Customer Success 2014 Books Chief Customer Officer 10

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? So how does B2B integration come into play? Sasha Tenodi. Wendy Glavin.

2016 111

2016 2017 Customer Experience Social Media 111