Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Jack MacKey Follow @jmackey5000.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. “The We are devoted to developing and growing our business around the Amazon Connect ecosystem.

Contact Center 40

Contact Center Connections Feedback Measurement 40

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. I’d be interested to hear your insight in the comments below.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Customer Guru

AUGUST 21, 2018

Apart from being an author, Kerry is also a renowned speaker and an insightful coach. Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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. Second, you must understand it from your employees’ viewpoint — not just the brand, but the employee experience in total.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

ClearAction

SEPTEMBER 27, 2018

Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them. Innovation — Creating Mutual Value.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. I’d be interested to hear your insight in the comments below.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. I’d be interested to hear your insight in the comments below.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

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. You need a strategy.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

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

Qualtrics

DECEMBER 15, 2021

Civil servants working in the CX space have mastered the art of getting scrappy for a quick win, using case studies to showcase the value of customer focus, and enabling leaders to make data-informed decisions. The information environment, organizational structure, and IT infrastructure can make gathering customer insights complex.

Customer Experience 26

Customer Experience Government Social Media Customer Centricity 26

CX Journey

AUGUST 1, 2018

The changes must be activated by your base, throughout the organization, by the people who are delivering the experience that needs to be improved. According to a report from SAS and HBR : “ A coordinated approach to customer experience management – and one that is built from the ground up – is more likely to take root.

Government 36

Government Customer Centricity Feedback Customer Experience 36

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

BirdEye

DECEMBER 22, 2023

Dialpad Dialpad stands out for utilizing AI to enhance communication and provide insightful data analytics. advanced features seriously enhance customer and employee experiences. Real-time analytics dashboards: Glean actionable insights to improve lead response rates, queue management, and more with phone analytics.

Communication 109

Communication Demo Call Recording Connections 109

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Arie Goldshlager.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ClearAction

APRIL 18, 2015

So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. Helping executives establish a customer-focused big picture in strategy and culture. —@Lynn_Teo.

Customer Experience 96

Customer Experience Culture Social Media ROI 96

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Arie Goldshlager.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Michel Falcon Experience

JULY 17, 2015

I encourage you to follow me on Twitter for more insights and send me a tweet about what you learned. I help companies outline their entire customer experience, and build the right systems and processes to improve their customer experience and help grow their business. I always audit the employee experience first.

Reference 60

Reference Employee Experience Wireless Customer Experience 60

Customer Alignment

DECEMBER 18, 2017

From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. I hesitate to call these listening activities insight. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one.

2017 45

2017 2018 Chief Customer Officer NPS 45