COPC

AUGUST 10, 2016

will be hosting a Customer Journey Mapping Workshop –. In this information-packed, four-hour workshop, Paul Shuga, Vice President, COPC Inc., will lead a discussion on the what, why, and how of customer journey mapping. For more information about this workshop, go to [link].

Events 40

Events Customer Journey Mapping Workshop Hotels 40

Michel Falcon Experience

APRIL 3, 2019

In all my years of focusing on customer experience management, there is one practice that stands out amongst them all…customer journey mapping! How customer journey mapping will improve your operational strategy. ? How I helped a dental practice revitalize their patient experience.

Customer Journey Mapping 94

Customer Journey Mapping Customer Journey Workshop Customer Experience 94

SurveySparrow

NOVEMBER 28, 2019

A Customer Experience conference is always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. Adobe Summit (The Digital Experience Conference).

2020 52

2020 Customer Experience Workshop Events 52

SurveySparrow

AUGUST 14, 2023

By putting the customer at the center of every decision, businesses can foster meaningful connections and nurture customer loyalty. What Makes a Good Customer Experience Management Framework? A Customer Experience Management (CXM) framework is what organizes and conducts our CX strategy.

Customer Experience 52

Customer Experience Customer Centricity Customer Journey Mapping Touchpoint 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Investments that are directly tied to customer experience might include things like: Customer experience management tools, like customer feedback software or more robust Voice of the Customer (V0C) platforms, Customer Relationship Management (CRM) technology, or investments in customer data centralization.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Arrange action planning workshops for originating departments. Customer Journey Mapping — resolve to drive collaboration. New Wisdom for Voice of the Customer.

2017 81

2017 Customer Experience Workshop Customer Journey Mapping 81

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. Chip Bell Follow @ChipRBell.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

ClearAction

DECEMBER 27, 2017

” The Power of Workshops. To do this, they conducted ethnographic research, going to clients’ businesses and homes to understand “a day in the life” of customers. They taped and edited the interviews and showed them to groups of cross-discipline employees in workshops. ” Strategic Focus.

Customer Experience 54

Customer Experience Workshop B2B Banking 54

COPC

APRIL 14, 2016

Judi is providing an in-depth exploration of the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc. She will be discussing insights about the customer experience from both consumer and corporate perspectives. Judi Brenstein of COPC Inc.

Events 40

Events Seminar Workshop Customer Journey Mapping 40

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. Kate Leggett Follow @kateleggett. Michael Hinshaw Follow @MichaelHinshaw.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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

ClearAction

FEBRUARY 26, 2015

How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. Customer journey maps are a means to an end, not an end in themselves.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

ClearAction

JULY 23, 2023

Reference, loyalty and experiential marketing managers have programs underway to collect case studies and references, drive repeat purchases, and engage customers in advocating your brand. They may have customer stories useful for customer journey maps.

Government 62

Government B2B Customer Experience Customers 62

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. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

2020 132

2020 Customer Experience Magazine Consulting 132

Ian Williams

MARCH 19, 2020

I worked with a company in the gaming sector and when I started they went “we want to be… We want to have the service design principles and the customer experience ethics of Porsche. I mean, did you find that still is one of the biggest issues in kind of customer experience management, the silo mentality?

Leadership 52

Leadership Customer Journey Mapping Customer Experience Fashion 52

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ClearAction

OCTOBER 2, 2017

Think of customer experience management as a flow (not pillars!). Adapt this verbal technique to the way you present voice-of-the-customer. It’s also useful for internal management of customer experience tied to external customers’ priorities. Then say it.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

JUNE 22, 2017

B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who want to see substantive improvements in customer experience.

Customer Journey Mapping 73

Customer Journey Mapping B2B Customer Journey Workshop 73

Ian Williams

MARCH 19, 2020

But I’ve done both… two different ways of doing Customer Journey Mapping as an information gathering exercise. Ian: We’re going slightly off course, but it’s fine, there’s not a problem, because I think we’ve got to have a conversation. ” and it’s great.

Leadership 52

Leadership Consulting Financial Customer Experience 52

Alida

SEPTEMBER 20, 2018

How do you showcase the effectiveness of your customer journey map to the leadership team? The first thing you’ll do after you’ve selected the journey to map is to identify the objectives of the journey map: Why are you mapping? Absolutely! Executives will want to see results.

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Insights Customer Journey Mapping Webinar Customer Journey 200

Answer Dash

APRIL 16, 2019

Customer Management Clarity Clarity is strengthened by unifying the various roles that manage customer experience across your company. This model treats customer experience management as a living system.

Customer Experience 76

Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76

ClearAction

AUGUST 13, 2019

Clarity is strengthened by unifying the various roles that manage customer experience across your company. In ClearAction’s five-year global study of business-to-business customer experience management practices, coordination among managers of various customer experience efforts was correlated with business growth.

Customer Experience 48

Customer Experience Financial Customer Journey Mapping Customer Experience Professionals 48