BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. spent years planning the roll out of smart meters to their customer base. The water utility company, based in the U.K.,

2021 177

2021 Customer Experience Contact Center Government 177

Experience Investigators by 360Connext

OCTOBER 6, 2014

The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Here are five ways to encourage your organization to become more focused on what matters – the customer. Share the best stuff!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers. Onboarding and Adoption Best Practices for Customer Success Management. Customer Experience: Journey Mapping. Level: Intermediate.

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

ijgolding

OCTOBER 6, 2014

What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week. Whether it makes you laugh, cry or feel pity for me, I genuinely hope that my diary provides a useful insight into my work in helping organisations to become more customer centric.

Customer Experience Professionals 80

Customer Experience Professionals Workshop Customer Experience 2014 80

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Strativity

AUGUST 5, 2014

Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. Customer journey mapping is a critical step in customer experience transformation.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2014 Customer Centricity 40

GetFeedback

DECEMBER 2, 2019

Losing that 3% of customers who spend 15% more than other customers may mean millions of dollars in many industries. You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. Have you ever experienced that as a customer?

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. Customer Satisfaction Score (CSAT) .

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers. Onboarding and Adoption Best Practices for Customer Success Management. Customer Experience: Journey Mapping. Level: Intermediate.

Customer Success 52

Customer Success Customer Journey Mapping Consulting 2021 52

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. They rarely have full visibility into the customer journey.

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. Digital marketing is a specialism, so is customer service and so is process improvement. And they hold businesses back. But the skill set matters very much. Say what you mean.

Customer Experience 58

Customer Experience Customer Centricity Airlines Culture 58

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 Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Bruce Temkin.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Second to None

SEPTEMBER 23, 2019

Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions. Simplicity . 1] [link]. [2]

Omnichannel 76

Omnichannel Customer Centricity Brands Presentation 76

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Customer Journey Designing. Emotion Arising.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Kustomer

NOVEMBER 9, 2023

From the rise of chatbots and virtual assistants to the personalization of proactive marketing campaigns and predictive analytics, technology has become an important part of the customer journey. Customers today expect more than ever before. This changing dynamic presents both a challenge and an opportunity for businesses.

2023 52

2023 Events E Commerce Blog 52

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. We’re a small company specialised in customer insights, CX consulting and training/change management. Customer Journey Mapping is underutilized.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Alex is on a journey to $500k in monthly revenue.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

2016 267

2016 Innovation Marketing Insights 267

Eptica

NOVEMBER 6, 2019

About Jeannie Walters Jeannie Walters is the chief customer experience investigator and founder of 360Connext , a global consulting firm specializing in evaluating and improving the customer journey. 5 ways CEOs can build truly customer-centric organizations. Share this page on: Tweet.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Never underestimate the customers expectation in CX.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

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. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

MARCH 8, 2022

Her diverse yet unique skills include customer life cycle optimization from pre-sales. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Annette Franz is the Founder and CEO of CX Journey Inc. Anika Zubair. Annette Franz.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Customer Journey Mapping is another case in point.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

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. Annette Franz is the founder and CEO of CX Journey Inc. Annette Franz. Arie Goldshlager.

Customer Service 59

Customer Service Customer Experience Magazine Books 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. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

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. Annette Franz is the founder and CEO of CX Journey Inc. Annette Franz. Arie Goldshlager.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ijgolding

SEPTEMBER 29, 2015

I found myself extremely fortunate and humbled to be judging the category that means most to me – the UK Customer Experience Professional of the Year. In fact, two of the finalists were so incredible, this year saw them both crowned UK Customer Experience Professional of the Year.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. It was here that I exactly understood what customer experience really is.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Beyond Philosophy

MAY 12, 2021

Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . 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.

Customer Expectations 88

Customer Expectations 2021 Technology Chief Customer Officer 88

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. Capture the customers' actual experience: not a series of steps, and not a series of ratings about your company's performance! Is that representative of YOUR experience in what you buy?

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

SurveySparrow

OCTOBER 25, 2019

By doing this, your customer support team can easily identify who they are and understand them better. It is an important step towards becoming truly customer-centric. Think about how often do you conduct customer feedback surveys ? Customer Experience Strategy #25 Benefit from the right technology and tools.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

ijgolding

JULY 1, 2015

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. Even now, I am writing this blog post from a hotel room in Singapore.

Customer Experience 101

Customer Experience Travel Retail 2012 101