SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

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. We'll incorporate employee input after we hear how our customers feel. Let's start with customers."

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

CX Journey

MARCH 16, 2017

As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. Not a good feeling when you're a customer experience professional.

Culture 45

Culture Employee Experience Customer Experience Professionals Customer Centricity 45

CX Journey

JULY 25, 2017

In case you don’t know what "volun-told" is, it means you didn’t previously hold a specific customer experience professional role, i.e., it wasn’t your day job, but you were somehow assigned to "do CX" because someone on the leadership team heard that customer experience is important.

Webinar 38

Webinar Customer Experience Professionals Culture Leadership 38

CX Journey

DECEMBER 13, 2018

Hire a manager-level professional with a strong analytical background who is not afraid of doing the grunt work in the beginning. You will need strong insights to convince your leadership of the need for investment in CX. To achieve these goals, you need to add a dedicated brand designer and a finance person to your team.

Insights 33

Insights Customer Insights Leadership Insurance 33

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