Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. Win: Connected Government Act passes. First, a look at the wins.

Government 20

Government 2018 2019 Customer Experience 20

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

2020 132

2020 Customer Experience Magazine Consulting 132

Ascribe

MAY 12, 2021

Clients can now upload all data collected in the EU to Ascribe, including those for government studies. The new data environment was built with the highest standards of security and privacy to meet the needs of an expanding customer base and to ensure all EU client data remains within the EU and in compliance with GDPR. About Ascribe.

Government 40

Government 2021 Customer Experience Professionals Leadership 40

Qualtrics

MAY 20, 2019

Asking the service member, asking their families… what’s your experience been like living this life as a military family? That’s what the leadership team at Barksdale Air Force Base in Louisiana wanted to find out, and they chose Qualtrics as the tool to help. What are the things that happen that make you want to stay or leave?

Government 24

Government Multi-Channel Leadership Entertainment 24

ijgolding

JANUARY 15, 2016

‘The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. They often think that CX is a ‘project or an initiative’ that will ‘cost money’ and are likely to have a lack of ownership or governance from the very top.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

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. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Bill Quiseng.

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. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Bill Quiseng.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Qualtrics

MARCH 19, 2019

Collecting customer feedback has become a bigger imperative than ever before for federal government agencies. You might think that with all the ways there are to collect customer feedback nowadays, it would be simple for every company or organization to do it, right? Governance: get control, improve data quality.

Feedback 22

Feedback Government Webinar Customers 22

CX Journey

OCTOBER 5, 2015

If company leadership isn't on board with focusing on the customer experience, then forget it; it won't happen. She must be the first one to step up and say that the customer is going to be the priority for the comp any. It is part of a broader celebration of Customer Experience Day.

E-support 68

E-support Leadership Government ROI 68

ijgolding

JULY 12, 2017

All of these scenarios will not only have a significantly negative effect on an organisations ability to operate effectively, they will also have a severely detrimental effect on the Customer Experience. When I talk about governance, I do not mean bureaucracy.

Customer Experience 65

Customer Experience Government Definition Customer Experience Professionals 65

Lumoa

JANUARY 9, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. This will push more aggressive change driven by Customer Experience professionals.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

CX Journey

AUGUST 26, 2014

I think this is a critical component for change management for the customer experience. Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals.

Customer Experience 74

Customer Experience Management Government Customer Centricity 74

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. We will continue to add both business-to-business and business-to-consumer senior customer experience leaders each week. I call that One-Company Leadership.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

Amity

APRIL 25, 2016

Dave’s posts infuse his experience and thought leadership to enable SaaS companies to deliver world-class retention and growth. VP of Client Experience & Transformation - ADP. Don has held leadership roles across sales, business development, marketing and product management. S aaS Thought Leadership.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Horizon CX

OCTOBER 2, 2023

Speaking of KPIs, let’s turn to the third experience gap dimension – Data. I am also a long-time executive and a certified Customer Experience professional. If my former SVP self were here now, I would ask my current Frontline self what data I need right now to better serve the customer who is staring at me in disbelief.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. I discussed 5 key learnings of emotion, knowledge, commitment, governance and leadership.

2017 59

2017 Customer Experience 2016 Customer Centricity 59

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. This will push more aggressive change driven by Customer Experience professionals.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. Governance.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

2016 111

2016 2017 Customer Experience Social Media 111

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Visualize a “future-state” customer experience to spur innovation. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). We just launched a leadership academy and it’s for everyone – not just a select few.”. For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ).

2020 22

2020 Retail Entertainment Leadership 22