Lumoa

MARCH 21, 2023

I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values. Customer service is not a department.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. This will push more aggressive change driven by Customer Experience professionals. Don’t underestimate culture.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Zeisler Consulting

APRIL 20, 2021

LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think , and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience. In a compounding way.

Reference 93

Reference Customer Experience Professionals Definition Article 93

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

CX Journey

OCTOBER 4, 2016

The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. Customer Service Week/CXDay We started our conversation talking about Customer Service Week and Customer Experience Day.

Banking 75

Banking Culture Books Innovation 75

ijgolding

FEBRUARY 12, 2018

Pret A Manger’s brand promise is simple, “Passion” – passion in everything they do, passion about their fresh, natural food, about their organic coffee and, most of all, about their passionate staff, which they nurture through a culture that fosters staff motivation and engagement.

Customer Experience 52

Customer Experience Advertising Competitive Advantage Customer Experience Professionals 52

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

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. We’ll think about our culture at another time. So here goes.

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

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

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

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

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

ijgolding

MAY 17, 2018

Today I am absolutely delighted to share my final interview with Genevieve Bruketa-Baskovic – an amazingly well travelled Customer Experience Professional who is passionate about doing everything she does with the customer in mind – enjoy…. Tell us a little bit about your working background: Genevieve.

Travel 65

Travel Books Hotels 2018 65

SmartKarrot

FEBRUARY 15, 2022

His interactions provide real-world experiences to give frontline workers so they can manage customers and develop meaningful relationships and brand loyalty with them. Blake Morgan is an author, keynote speaker, and customer experience futurist with experience in customer experience leadership services.

2022 10

2022 Customer Service Social Media Customer Centricity 10

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. Controlling Touchpoints Model.

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

Russel Lolacher

OCTOBER 10, 2022

What is missing the mark for EX leadership and HR right now. Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. Connect and learn more about Stacy on her platforms: Twitter.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

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. But it reinforces the fact that leadership needs to understand who works for them who needs to hear what they need to hear. Russel Lolacher. Nate Brown.

Employee Experience 52

Employee Experience Connections Leadership Definition 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. Successful customer journey mapping projects don’t just happen by accident. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. 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."

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