Lumoa

APRIL 21, 2022

People who lead Customer Support functions are very well aware of the challenges. You are also very well aware of where you want to go; RevOps, with 69% of you saying your primary reason for gathering customer insights is to increase revenue and reduce churn. To me, that’s hugely positive. You can do this. A simple example.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. This is huge in business to business customer experience.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

TechSee

JUNE 16, 2022

Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Brad was the founding partner and former CEO of the International Customer Management Institute (ICMI) and remains a senior advisor today. Follow on LinkedIn. Follow on LinedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Thematic

JUNE 28, 2023

I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. LLMs for personalized experiences on tap: This has potential, but I’m not convinced the technology is there yet. Here are the answers: 1. You'll learn a lot in the process!

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

Alida

AUGUST 19, 2016

Why people like the things they do has baffled marketers, product managers and customer experience professionals for ages. If you know what makes people tick, you’re one step closer to delivering products, services and experiences that customers will love. Your last book, Traffic , is a national bestseller.

2016 124

2016 Books Government Consumers 124

Lithium

MAY 12, 2021

As consumer expectations continue to shift towards an "always connected, via any device or channel” relationship with brands, companies are providing customers with more options to communicate than ever before. Why the right data is key to transforming customer insights into business outcomes. Understandably so.

Webinar 59

Webinar Customer Experience Professionals Measurement Leadership 59

Experience Matters

DECEMBER 15, 2015

Organizations will rethink their offerings and operating processes, baking in assumptions that customers and employees are continuously connected. As companies get comfortable using text analytics and collecting customer insights from unstructured data, they often focus on their largest interaction dataset: contact center calls.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. SRO to hear 4 great brands talk how connecting with community gives competitive advantage #mrx #innovation #vcsummit pic.twitter.com/4kJDSW4uFz.

2016 267

2016 Innovation Marketing Insights 267

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Wootric

FEBRUARY 14, 2019

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. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Pointillist

MAY 19, 2020

CJXM20 #journeymgmt Click To Tweet High Performers are More Effective at Connecting Customer Behavior Data Across Channels Almost half (49.7%) of underperformers cannot access data or say that it is siloed within channels. Top performers are much more likely to connect behavioral data across three or more channels.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. He specializes in operationalizing customer insight to drive better customer outcomes.

2020 132

2020 Customer Experience Magazine Consulting 132

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. Check them out.

2019 97

2019 ROI Metrics Hospitality 97

Pointillist

JUNE 5, 2019

Top-Performing CX Teams Have Mature CX Measurement Programs High-performing customer experience teams have significantly more mature customer experience measurement programs than average-performing or underperforming teams.

Customer Journey 89

Customer Journey Measurement Management NPS 89

Confirmit

APRIL 15, 2019

Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Time: 8am PDT, 11am EDT, 4pm BST, 5pm CEST. REGISTER HERE.

Customer Experience 40

Customer Experience Webinar B2C Roadmap 40

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? Their iOS and Android app.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Tricia Morris

JANUARY 11, 2016

Beyond the basic knowledge to serve, customer-facing employees must also be empowered with customer and performance insights. Leaders in 2016 will give customer-facing employees access to key customer insights to drive more personalized, proactive and predictive engagement. Beyond Insights: Mobility.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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. So, this is the real science of customer experience. Steve Offsey: Yeah, absolutely.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Without a single customer view and real-time insights, organizations struggle to deliver the quality experiences that customers are looking for today.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Lumoa

OCTOBER 31, 2018

However, research shows most customers still value an emotional connection with the people fronting the organization. With rising customer expectations, good service is no longer good enough. Customers want unique, special and innovative. This will push more aggressive change driven by Customer Experience professionals.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

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? Meet Our Panel of Customer Experience Pros: Daisy Jing.

2016 111

2016 2017 Customer Experience Social Media 111

SmartKarrot

JUNE 11, 2021

The 15-class series has everything you need to grow your career including developing deep level account plans, creating and managing account portfolio, onboarding customers effectively, conducting business reviews for internal or external purposes, managing a customer life cycle, and tackling difficult conversations.

2021 22

2021 Customer Success Workshop Customers 22

Pointillist

APRIL 17, 2019

Finally, while they ingest and integrate data from multiple sources for analysis, Customer Analytics tools still ask for your data to be mapped to their internal data model, which may require the assistance of vendor or third party service providers. how many people did Y before Z but after X?)

Customer Journey Mapping 51

Customer Journey Mapping Customer Journey Touchpoint Multi-Channel 51

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Irene Lefton.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21