Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. 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

CX Journey

NOVEMBER 10, 2015

Customer Experience Maturity Assessment : I put this tool under Culture and Employee Experience because it's a baseline on where you are with regards to a customer-centric and customer-focused culture. If we don't listen, we'll never know anything about our customers' needs and desired outcomes.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer.

2020 132

2020 Customer Experience Magazine Consulting 132

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

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

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. Jeff helps clients develop customer-focused cultures.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. Jeff helps clients develop customer-focused cultures.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

NOVEMBER 18, 2015

Customer Experience for the Future: Brilliance by Pattern Discovery. And likewise, business growth from customer experience management is the product of discovering patterns. And the holistic viewpoint afforded to managers of all kinds can certainly catapult service and company-wide customer-focus.

Customer Experience 59

Customer Experience Customer Experience Management Multi-Channel Roadmap 59

Customer Alignment

DECEMBER 18, 2017

However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. Think Smiling Companies, Happy Customers. Image courtesy of Pixabay

2017 45

2017 2018 Chief Customer Officer NPS 45

ClearAction

FEBRUARY 26, 2015

Customer Experience Text Mining for Gold Nuggets. Inspire Voice of the Customer Actions: 12 Ideas. Measure Customer Value the Customer's Way. Customer Centricity Goes Beyond Customer Experience Management.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

ClearAction

FEBRUARY 23, 2015

Customer Experience Text Mining for Gold Nuggets. Inspire Voice of the Customer Actions: 12 Ideas. Measure Customer Value the Customer's Way. Customer Centricity Goes Beyond Customer Experience Management.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97