Customer Guru

AUGUST 8, 2018

Aimee Lucas is a Certified Customer Experience Professional and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Horizon CX

DECEMBER 1, 2023

Like a salesperson tailoring their pitch to address specific buyer needs, CX leaders must emphasize how a customer-focused approach directly contributes to achieving strategic milestones. Strategic Milestone: Amazon’s emphasis on customer satisfaction directly contributes to its strategic milestone of market leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. It’s a major driver of a great (or lousy) customer experience.

Net Promoter Score 80

Net Promoter Score 2016 Article Customer Service 80

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. Bruce Temkin.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. ” Read on to learn how today’s customer experience professionals are planning to position their companies for CX success as we move into 2017. .

2016 111

2016 2017 Customer Experience Social Media 111

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show. By the way, Dan had hair when he was a marketer.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Michel Falcon Experience

SEPTEMBER 24, 2015

I see it every day: companies from around the world claim to be customer-centric, but their operations don’t show it. If they are truly customer-focused then why is their call centre understaffed? Why are customers waiting on-hold for 60 minutes to speak to an employee? Marketing is tangible.

Customer Experience 60

Customer Experience Social Media Download Workshop 60

ijgolding

APRIL 29, 2016

It is always a huge pleasure and often humbling for me to meet fellow Customer Experience Professionals. As well as being remarkably reassuring that I am not the only customer focused ‘nutcase’, I learn a considerable amount too! Over 25 years in total.

E Commerce 54

E Commerce Fashion Social Media Retail 54

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Culture 105

Culture Metrics Workshop Hotels 105

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /.

2020 132

2020 Customer Experience Magazine Consulting 132

Michel Falcon Experience

OCTOBER 21, 2015

This blueprint needs the same methodical thought and processes that goes into a marketing or sales strategy. It’s common for me to open my keynote speaking engagements by asking the audience two questions, so I can gain context around where they are at in their customer experience development plans. Attend conferences.

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68

Experience Investigators by 360Connext

FEBRUARY 18, 2020

But if you're ready to take some time each day to take action in making your organization more customer-focused for everyone's benefit, this is a great free resource. My Favorite Sort-of-Free Customer Experience Courses: What the heck does Sort-of-Free mean? Visit the Course. Visit the Course. Looking for something else?

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Evan Shumeyko is the director of Client Experience Strategy, BNY Mellon.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Lumoa

OCTOBER 31, 2018

The focus on acquisition, scores and fixing issues has been replaced with outside disruption, market ecosystem expectations (i.e. This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Michel Falcon Experience

FEBRUARY 19, 2016

[bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” Marketed and shared my writings.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Comm100

NOVEMBER 14, 2017

While the realm of gaming might seem far removed from the day to day work of our contact centers and marketing teams, EA’s handling of the crisis provides timely lessons for any customer experience professionals seeking to understand, and deliver, what their customers truly want. Download Now.

Social Media 43

Social Media Customer Experience Download 2017 43