Lumoa

OCTOBER 31, 2018

Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. Also, companies really need to transform their structures to reflect customer centricity.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

ClearAction

DECEMBER 14, 2017

Customer experience journey map — pictorial representation of a customer’s thoughts and actions while shopping or using a product or service. Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers.

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

Innovative CX

MAY 10, 2019

With great fanfare, posters and inspiring presentations, we roll out a new focus on our customers. We hear phrases like: Customers First. Customer Centric. Customer Focused. Incorporate voice of customer information into your meetings. Engage employees in addressing what is and isn’t working.

Customer Experience 40

Customer Experience Travel Culture Webinar 40

Second to None

MARCH 21, 2018

By thinking of your intersection points and connectedness to your clients’ lives, you can craft a high degree of transparency and authenticity that leverages a true customer focus across all segments and better matches the dynamism of today’s marketplace.”

B2B 59

B2B B2C Transportation Voice of Customer 59

Wootric

FEBRUARY 14, 2019

She has experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience – so that, together, they can design a better experience for all constituents. Why we love Annette: She’s the Founder and CEO of CX Journey Inc.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SmartKarrot

FEBRUARY 25, 2022

Chief customer officers are finding a place on the executive board of some top companies. This is an effort to become more customer-centric and remove internal silos and barriers that lead to fragmented performances. The CCO is more of a voice of the customer in all company decisions. Like what you are reading?

Chief Customer Officer 10

Chief Customer Officer Marketing Customer Centricity Touchpoint 10

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. Understand their levels of engagement. You need a strategy.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

SmartKarrot

JANUARY 10, 2022

You can still create a profound impact when you look at improving customer experience on a budget. Here are some of the strategies you can adopt while trying to deliver a great customer experience on a budget. Use voice-of-customer, which is almost free. Maintain a customer-centric mentality that does not cost a penny.

Customer Experience 10

Customer Experience Customer Centricity Social Media Metrics 10

CX Journey

APRIL 5, 2017

And yet, many companies still refuse to make the employee experience a priority, focusing instead on shareholder value, the bottom line, or customer experience without considering the implications a poor employee experience has on all of the above. Yes, you're in business to create and nurture customers. And then you do, too.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

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

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Dave Jackson.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Porte said the numbers were surprising.

Customer Expectations 89

Customer Expectations 2021 Technology Chief Customer Officer 89

ClearAction

APRIL 29, 2020

Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. The following job description describes what’s needed to differentiate ease-of-doing-business for industry leadership by embedding customer-centricity in your enterprise DNA.

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

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

OCTOBER 1, 2021

In today’s fast-paced business world, there is an increasing focus on providing a customer-centric experience by providing a personalized customer experience. A customer-centric mindset is crucial because $98 billion is left on the table every year by organizations that fail to provide simple customer experiences.

Customer Centricity 11

Customer Centricity Customer Experience Customer Journey Mapping Net Promoter Score 11

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.

2017 45

2017 2018 Chief Customer Officer NPS 45

ClearAction

FEBRUARY 26, 2015

Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. How can you get your whole organization engaged in making a significant positive difference to customers, and subsequently to cash? Customer Experience Text Mining for Gold Nuggets.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

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.), We brought the industry’s first customer engagement hub to market. These are: Customer Journey Optimization.

2015 97

2015 Multi-Channel 2014 CEM 97

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40