Storyminers

MAY 8, 2017

They all use the six customer experience pillars. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.) that ‘just doing better’ doesn’t always make the customers happier or the business healthier. Some have seen their fortunes rise.

Innovation 76

Innovation ROI Customer Experience Professionals Customer Centricity 76

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. One of the biggest challenges was communicating this back to the organization - in a language they could understand. How else did she communicate? Tractor talk!

Government 68

Government Customer Experience Events Presentation 68

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. It's definitely one of the problems. When we get to the state of " What the Hell is Customer Experience?

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. 13) Stop obsessing about customer journey maps. Teamwork is essential to seamless customer experience.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

CX Journey

SEPTEMBER 19, 2017

By definition, the mapping process is a collaborative effort that brings different departments together to build that initial assumptive map: for discovering, learning, and sharing. Once you've created the assumptive map , you must have the map validated by customers. Definitely not. This is where maps help to break down silos.

Definition 48

Definition Touchpoint Customer Experience Professionals Customer Experience 48

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. More than ever, we need honest and substantive communication, but there seems to be a movement in the opposite direction.

2002 59

2002 Government Travel 2010 59

ClientSuccess

AUGUST 27, 2019

Fundamentally, you can never go wrong talking to customers and working toward greater internal alignment around your customer’s success. What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization? What is one customer success principle you try to live by?

Customer Success 40

Customer Success Culture Books Blog 40

ijgolding

MARCH 10, 2016

CUSTOMER service; CUSTOMER experience; CUSTOMER focus; are just three examples of combinations of words that are becoming easier and easier to SAY – in whatever industry a business leader represents, or wherever in the world their organisation operates. Changing the culture of an organisation is not easy.

Customer Centricity 54

Customer Centricity Culture Definition Customer Experience Professionals 54

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. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

FEBRUARY 15, 2022

Along with his expertise in customer expertise, Baer is also a content marketing expert offering social media-centric customer service advice. Jeanne Bliss , author, and blogger about customer experience, has over 35 years of experience as a customer experience professional. Jeanne Bliss.

2022 10

2022 Customer Service Social Media Customer Centricity 10

CX Journey

OCTOBER 30, 2018

Journey Voice of customer Engagement Culture Automation Security Experience Metrics Transformation Let's start with a definition of "buzzword." Wendy Liu is VP, Customer Care and Executive Care Response Liaison at Comcast. Her three terms are transformation, journey, and culture.

Culture 35

Culture Voice of Customer Definition Metrics 35

ClearAction

OCTOBER 1, 2018

The status quo manages CX programs and competencies as pillars or silos, with little or no connectivity, communication or synergies across the various CXM programs and departments. Flowing CXM starts with VoC as the shaper of corporate strategy and culture. VoC flows into additional data and insights to become customer intelligence.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

ChurnZero

MARCH 22, 2019

Rob: I would say there are definitely certain ways to go about it, and I think it all depends, and is why we will do a whole research report on that spending data. We had one of our portfolio companies with 60% of their headcount reporting up through CS, and that’s how they focused and was the culture of the business. Too many even.

Customer Retention 61

Customer Retention Webinar Customer Centricity Definition 61

Russel Lolacher

OCTOBER 10, 2022

She’s the Vice President of Marketing agent and customer experience at live ops Inc, founder and host of the doing CX right podcast. She’s a contributing writer and business advisor on Forbes communications Council diversity advancement community leader for cxpa. Wow, another acronym. Stacy Sherman.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

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. Your Needs: Understand and communicate your customers’ actual journeys. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

ijgolding

DECEMBER 11, 2017

The main attractions for me were culture, history and food (not necessarily in that order!). So, was the customer experience different in Japan? Japan has a definite sense of place, and character. Apart from the fact that almost everything we saw was stunningly beautiful, the experience was very distinctive.

Customer Experience 66

Customer Experience Travel Transportation Hospitality 66

Russel Lolacher

JULY 4, 2022

He is the senior director of customer experience at arise virtual solutions, which is the platform that connects big brands with working from home service providers. Now that definitely lends itself segue into our topic today, which is all about networking and connecting and community building. Russel Lolacher.

Employee Experience 52

Employee Experience Connections Leadership Definition 52

CX Journey

FEBRUARY 5, 2019

Stories are a wonderful communication tool and a powerful teaching tool. The maps become blueprints or statements of direction for the work to be done to improve and to redesign the experience. Communicate and share experiences. Maps are great communication and teaching tools. Whose story are you going to tell?

Customer Journey Mapping 35

Customer Journey Mapping Transportation Customer Centricity Customer Journey 35

Experience Investigators by 360Connext

FEBRUARY 18, 2020

By the time you're done, you'll feel ready to begin advocating for culture-changing growth in your organization. What makes this course great: Leslie is a writing instructor and has great insights into email communication. The course includes real customer service emails to give your team a head start. Visit the Course.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

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