Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. The Trade-offs Between Quant & Qual Customer Research. Can we have nested journeys? Like exercising, doing something (anything!)

Webinar 83

Webinar Management Touchpoint Telecommunications 83

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Customer Bliss

JUNE 20, 2017

Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Bruce is widely regarded as a customer experience visionary.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ShepHyken

JULY 15, 2016

Anyway, with just a week to go before the big event and growing restless, Caroline, who tends to be a bit shy, decided to break out of her own comfort zone and ask the boy to the dance using a creative poster board she planned to present to him on the school bus. He accepted and they and their friends had a wonderful time.

Blog 79

Blog White Paper Customer Experience Customer Journey Mapping 79

8x8

JANUARY 3, 2018

In addition, tying contact center systems directly into systems of record can be beneficial but ideally, they should be tied directly into the “one version of the truth” so that data collected about each customer interaction can be directly correlated to the customer experience and the overall customer journey.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

In addition, tying contact center systems directly into systems of record can be beneficial but ideally, they should be tied directly into the “one version of the truth” so that data collected about each customer interaction can be directly correlated to the customer experience and the overall customer journey.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

In addition, tying contact center systems directly into systems of record can be beneficial but ideally, they should be tied directly into the “one version of the truth” so that data collected about each customer interaction can be directly correlated to the customer experience and the overall customer journey.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Second to None

SEPTEMBER 23, 2019

Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions. There is a calculated thought process that contributes to the final outcome.

Omnichannel 76

Omnichannel Customer Centricity Brands Presentation 76

Kustomer

NOVEMBER 9, 2023

From the rise of chatbots and virtual assistants to the personalization of proactive marketing campaigns and predictive analytics, technology has become an important part of the customer journey. Customers today expect more than ever before. This changing dynamic presents both a challenge and an opportunity for businesses.

2023 52

2023 Events E Commerce Blog 52

Pointillist

APRIL 26, 2018

A single customer view is achieved when you are able to: Unify customer data across all your internal systems. Capture each customer’s activities across all your channels and devices. Use this information to seamlessly engage with each customer across touchpoints. Integrate All Your Customer Data.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

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 Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Bruce Temkin.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Lumoa

JANUARY 9, 2018

HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Too many organisations are still focused on ‘making money first’, with the customer coming a distant second.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

CustomerSuccessBox

MARCH 4, 2022

Setting the strategy and prioritizing Objectives and Key Results (OKRs) while leading the Customer Success teams. Deploying programs to help promote company value with customers, customer goal attainment, new features, and new use-cases; and designing the customer journey to assist drive customer lifetime value.

Customer Success 52

Customer Success Demo Customers Leadership 52

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market. Identifying Journey Steps.

Measurement 40

Measurement White Paper Customer Journey ROI 40

SurveySparrow

OCTOBER 25, 2019

There are so many feedback mechanisms available that need to be employed at different customer touchpoints. Ask for feedback from your customers during every stage of the interaction. While you might want to innovate when it comes to different channels, make sure that the experience is consistent across all platforms.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

Lumoa

OCTOBER 31, 2018

HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Too many organisations are still focused on ‘making money first’, with the customer coming a distant second.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64