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. She is also a board member of the Customer Experience Professionals Association.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

ShepHyken

FEBRUARY 26, 2023

Top 5 ChatGPT Prompts for Customer Experience Professionals by Michelle Hawley (CMSWire)In a world where customer experience (CX) is increasingly important, CX professionals need to stay ahead of the curve. Go to The Customer Focus™ to learn more about our customer service training programs.

Article 62

Article Customer Service 2023 Call Center 62

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 66

Customer Experience Customer Experience Professionals ROI B2C 66

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. A quick synopsis of her presentation: Customer Experience leaders are responsible for proactively enabling and embedding customer-focused decision making in their organizations.

Government 68

Government Customer Experience Events Presentation 68

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

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. Why we love Rachel: She’s the Director of Customer Experience at Zuora. Why we love Augie: He’s the Sr. Bruce Temkin.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SurveySparrow

JANUARY 28, 2020

Unfortunately, there are a lot of CX consultants out there who will tell you that you can drive change by gathering your teams and having them imagine that they’re customers, then throwing around a few Post-it Notes and brainstorming ways to improve the experience. One thing we share, though, is a thirst for knowledge. Great title!

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Lumoa

OCTOBER 31, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. This will push more aggressive change driven by Customer Experience professionals. Let’s think in customer touchpoints instead.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. LinkedIn : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Currently, she is the Vice President of Customer Experience at Bugcrowd. Emily Garza.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Chad is the Director of Customer Success at Kustomer.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

Kustomer

DECEMBER 31, 2020

It’s always fun to talk to people like yourself who have a plethora of experiences. So I’ve been a customer experience professional for 20 years. It can be really uncomfortable to say, “Okay, we’re actually going to make this shift where the customer is going to be first.” Absolutely.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. They would regularly be experiencing what the customer experiences to enable them to understand what works and what doesn’t work.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

Michel Falcon Experience

OCTOBER 21, 2015

With 175 professionals from around the world having registered, I knew that this was a very important topic and needed answers. Do you want the five steps outlined in a PowerPoint presentation? You’ve heard it before: the CEO of the organization must lead the company’s customer experience.

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68

ChurnZero

MARCH 22, 2019

It’s especially great if you get payment up front and then know that customer is profitable from that point on. . Q: Do you think the percentage of spending on Customer Success is too small, especially given the thesis of this presentation and the impact it can have? Customer Success Around the Web.

Customer Retention 61

Customer Retention Webinar Customer Centricity Definition 61

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.” I wanted to visit them, ask questions and learn.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60