Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. It can make your company a truly customer-centric organization. If they can understand that, they see more value in CS.

Sales 111

Sales Customer Success ROI Customer Centricity 111

Education Services Group

JANUARY 4, 2023

However, Customer Success leaders are still struggling with too-small budgets, low headcounts, and a critical lack of infrastructure. If there’s one thing we learned from the 2022 Customer Success Leadership Study , it’s that businesses need to invest more in the growth of their CS organizations. Surprisingly, 64.1% With 78.5%

2023 52

2023 Customer Success 2022 Leadership 52

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customers 62

CustomerSuccessBox

APRIL 6, 2022

The customer success (CS) team is critical in today’s customer-centric economy. The purpose of the team is to keep your hard-won clients and help them grow by strengthening the customer relationship. This results in higher customer satisfaction, which lowers churn and improves renewals.

Customer Success 52

Customer Success Customer Centricity Feedback Customers 52

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. GM & SVP, Global Customer Success - CA Technologies.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. ‘The Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

Lumoa

JANUARY 9, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Once the customer had a positive CX, it will set a new benchmark.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Russel Lolacher

NOVEMBER 28, 2022

He’s a former member of the Leadership Council for Government Social Media and member of the board of directors for the Peninsula Conflict Resolution Centre. And you know, it’s through that that newsletter, we can actually see through the metrics behind the scenes. A frequent speaker and writer on engagement. .

Culture 98

Culture Connections Leadership Communication 98

eglobalis

OCTOBER 1, 2017

Over the past several years, the field of customer experience management has matured, we are seeing more and more companies recognize its importance as a key ingredient in building and maintaining customer loyalty, retention, engagement, measuring with the right KPIs and metrics. Talk to Ricardo or Erica about that.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience Events 49

CX Journey

FEBRUARY 17, 2015

The primary stakeholders in a typical corporation are its investors, employees, customers, and suppliers. However, modern theory goes beyond this conventional notion to embrace additional stakeholders, such as the community, government, and trade associations. Is a customer a stakeholder? Consider this.

Engagement 62

Engagement Customer Journey Mapping Government 2013 62

CX Journey

JANUARY 31, 2018

Building your business case is not only about the why but also about the what: teach executives who might not understand the connection between focusing on culture, employee experience, and customer experience and increasing revenue and profits. If company leadership isn't on board with the change, then forget it; it won't happen.

CEM 65

CEM Management Government Culture 65

InMoment XI

APRIL 3, 2023

And using customer experience to drive business outcomes felt common sense. However, it wasn’t until a couple of years ago that our leadership team asked me to lead the effort to rethink and revamp our CX program: Elevate. Every customer feedback data source should have a clearly defined purpose, owner, and governance (i.e.,

Touchpoint 260

Touchpoint Customer Centricity NPS Feedback 260

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Never underestimate the customers expectation in CX.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” Despite most brands declaring to be customer-centric, many CX programs have failed to realise the full potential of an experience management program.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer churn is the opposite of retention. So why should you care?

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Qualtrics

SEPTEMBER 17, 2019

In 2013, Farmers Insurance set up a cross-functional leadership group – all of us vice presidents – and I was going to be the CX guy,” says Jim. “I When you look at customer-centric organizations , what sets them apart is that they have processes and systems wrapped around the customer.”.

Insurance 35

Insurance NPS Touchpoint 2013 35

CX Journey

FEBRUARY 19, 2019

Customer understanding is the cornerstone of customer-centricity and the foundation for the transformation work that lies ahead. So I question how companies even get this far, and I fear the answer is a focus on the metrics. I want to do the best work possible; if I have metrics that I can track, I'll be able to own it.

Insights 35

Insights Government Culture Metrics 35

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Peter Armaly.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Qualtrics

AUGUST 20, 2021

For me, it was kind of setting the stage with our executive leadership team that, ‘Hey, I'm going to hold my team accountable to two things: NPS and retention – but you have to be there with me’.” She says it’s very hard to improve retention without having a customer metric drive them at the same time.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

CX Journey

FEBRUARY 19, 2019

Customer understanding is the cornerstone of customer-centricity and the foundation for the transformation work that lies ahead. So I question how companies even get this far, and I fear the answer is a focus on the metrics. I want to do the best work possible; if I have metrics that I can track, I'll be able to own it.

Insights 32

Insights Government Culture Metrics 32

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Currently working at Qualtrics as a Sr. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

OCTOBER 27, 2020

Although the roadmap is quite aligned with the customer journey, it shows the set of actions and your planning for each stage. Before beginning to create a roadmap, or as a first step, you must assess your company’s potential towards customer experience. Choosing the right metrics. Understanding customer goals.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Common metrics. Common definitions and metrics.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

Experience Investigators by 360Connext

JANUARY 10, 2023

You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. Guide] Customer Listening Assessment Guidebook. Article] Improving your Voice of the Customer listening posts? You regularly share data and insights with leadership. .

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences. Bill Quiseng. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences. Bill Quiseng. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

MARCH 14, 2022

Role: Vice President Customer Success – AI Software Location: New York, NY, US (On-site) Organization: BD Strategy Partners As a Vice President of Customer Success, you will evaluate and where appropriate, implement improvements to CS/AM workflow processes. Foster and drive a culture of customer-centricity across the company.

Customer Success 3

Customer Success Government Customers Customer Centricity 3

ClearAction

NOVEMBER 16, 2023

Indeed, among companies participating in XM Institute’s State of Voice of the Customer Programs study, only “one-quarter think they are good at actually making changes to their business based on the program’s insights”. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Onboarding Hero: ClearGov. Transforming onboarding processes into effective, value-based workflows.

2022 98

2022 Customer Success NPS Customer Satisfaction 98

Horizon CX

OCTOBER 3, 2020

Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. This doesn’t necessarily happen overnight and the vision for this must be set by leadership within the organization. Governance. Metrics and Measurement.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

Kustomer

SEPTEMBER 17, 2020

To continue to highlight the power of the relationship between employees and customers, Vipula ends by sharing this point of data from their research. When companies harness the power of these two insights … they had about a 240% boost to their key metrics like sales, referrals, retention, growth.” Vipula Gandhi: (20:48).

Net Promoter Score 52

Net Promoter Score Hospitality Customers Consulting 52

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

SuiteCX

JANUARY 19, 2015

Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40