SuiteCX

FEBRUARY 18, 2021

My design thinking team was soon using it in most of our meetings. Whiteboarding is just one tool in the huge box that is customer experience design. Notice that the whiteboarding element of journey mapping is still a critical part of doing the work. Built-in sticky note packs! Templates galore!

Workshop 59

Workshop Banking 2020 2014 59

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards a personalized omnichannel experience in B2B customer journeys.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Wootric

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. 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.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CSM Magazine

AUGUST 22, 2019

With horizontal tracks and vertical themes, designed in collaboration with the executive advisory board, the agenda is focused on transforming customer service to meet changing customer demands. Director, Customer Service and Support, Microsoft. VP, Customer Success, General Electric, GE Digital.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

SmartKarrot

APRIL 4, 2022

C-Suite leaders must keep the customers at the core of their plans and processes. Design the customer experience. Design the customer experience strategy for every team. Sales teams deal with prospective customers, and hence their experience is important. Empower front-facing staff.

Customer Centricity 10

Customer Centricity B2B Culture Customer Success 10

CX Journey

NOVEMBER 10, 2015

The descriptions include vivid narratives, images, and other items and artifacts that help companies understand the needs of the customer (contextual insights) and outline motivations, goals, behaviors, challenges, likes, dislikes, objections, and interests that drive buying (or other) decisions. And none of them are "one and done" tools.

Government 64

Government Roadmap Culture Customer Journey Mapping 64