SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

delighted

JULY 19, 2019

The digital customer experience specifically must be considered when tackling customer experience management as a whole. Further reading and resources: What is Digital Customer Experience? E-Book: Rising to the top with digital customer experience. Customer experience program.

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

CX Journey

FEBRUARY 5, 2015

For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights. At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

ClearAction

NOVEMBER 16, 2017

Yet all of them had tremendous high-visibility that was negative, and essentially erased much of the goodwill that these well-respected brands and their customer experience management efforts had built. We’ve all known customer experience programs that have come and gone. All of these mis-steps were well-intended.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

ClearAction

NOVEMBER 12, 2017

What does it really mean to “walk the customer experience talk”? An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. Center your thinking on customers! That’s what customer-centricity is.

Customer Experience 54

Customer Experience Customer Centricity Customers Article 54

ClearAction

JULY 23, 2023

Customer intelligence managers are assimilating and analyzing patterns in behavioral, sentiment, digital and operational customer data to create models and optimize various aspects of operations and customer engagement. That in itself may be part of your B2B customer experience governance charter.

Government 62

Government B2B Customer Experience Customers 62

ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Comm100

DECEMBER 1, 2017

This is why 34% of organizations have recognized the importance of improving their voice of the customer strategy: They want to be sure that the customer experiences that they are designing (and the investments that they are making) are what their customers are actually asking for. Better qualifying customers (3.63/5).

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

Lumoa

APRIL 7, 2022

With all of this in mind, it’s clear that  measuring and tracking customer NPS is essential for any business  wanting to keep tabs on the health of its customer relationships (and improve them over time) and utilizing a customer insights platform such as Lumoa makes this a significantly more manageable task.

NPS 83

NPS Net Promoter Score Banking CEM 83

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Comm100

DECEMBER 11, 2017

Many of the biggest brands use it as a way of communicating with the customers in a more customer-centric way. Companies can share interesting content and answer questions from customers on social media platforms. Have Someone Responsible for Customer Experience.

Customer Experience 47

Customer Experience Social Media Multi-Channel Culture 47

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97

Forrester's Customer Insights

MAY 10, 2021

People have faced job losses, extended furlough, or enforced remote work while also managing home schooling, and the social (and psychological) impact of lockdowns. It’s impossible not to see how consumers have felt the pressure of the 2020 pandemic.

2020 57

2020 Consumers Management Customers 57

Forrester's Customer Insights

FEBRUARY 9, 2022

Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations – an approach that Forrester calls customer obsession.

Government 49

Government Leadership Customers Customer Centricity 49

Forrester's Customer Insights

NOVEMBER 1, 2018

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide. CX Europe 2018 is just 10 days from now — Tuesday […].

2018 48

2018 2009 Insights Customers 48

Forrester's Customer Insights

MAY 28, 2020

There’s a growing set of technologies that sense or control the ambient physical world beyond our screens. Smartphones have geopositioning receivers, gyroscopes, compasses, and barometric pressure sensors so that they can sense location, movement, and weather.

Technology 41

Technology Measurement Connections User Experience 41

Forrester's Customer Insights

JUNE 12, 2020

Forrester just finished a customer service exec roundtable discussion on how companies and customer service organizations are weathering the COVID-19 storm. The insight-rich conversation presented an open forum for these 22 execs to share their victories and challenges during this time.

Customer Service 32

Customer Service Presentation Blog Insights 32

Forrester's Customer Insights

DECEMBER 1, 2022

Intel, a tech giant with over 121,000 employees, sets an example for organizations that are considering becoming more customer obsessed. Despite its size and complexity, Intel has made big strides in all three customer obsession competencies: leadership, strategy, and operations. This blog was written in collaboration with Anna Synakh.

Leadership 20

Leadership Blog Customers Customer Centricity 20

Forrester's Customer Insights

OCTOBER 16, 2018

It’s frustrating when a customer exhibits purchase intent, but does’t buy because of friction in the customer journey. It’s worse when a store manager or contact center agent is unaware of a digital promotion. Empowered customers now […].

Marketing 39

Marketing Contact Center Customer Journey Sales 39