ijgolding

FEBRUARY 13, 2018

One will focus purely on acquiring customers, including running digital marketing campaigns. Five will focus on customer service, with responsibility for leading a customer care team and overseeing complaints and continuous improvement. Beth started out in internal communications, journalism, and knowledge management.

Customer Experience 58

Customer Experience Customer Centricity Airlines Culture 58

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Customer Experience Jenga.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

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

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Adam Toporek. Bruce Temkin.

2022 10

2022 Customer Service Social Media Customer Centricity 10

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

2020 132

2020 Customer Experience Magazine Consulting 132

Pointillist

APRIL 26, 2018

Barriers to Creating a Single Customer View. As per a Harvard Business Review Analytic Services study of more than 400 customer experience executives, one of the top challenges of customer experience management is achieving a single customer view. Why do most companies struggle in this endeavor?

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

ClearAction

APRIL 29, 2020

In a related article, CEO’s Guide to Growth through Customer-Centered Management , the following definitions are recommended: Customer Experience is customers’ realities compared to their expectations [in selecting, getting and using a solution toward a capability they seek (i.e. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71