ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

SurveySensum

SEPTEMBER 30, 2019

Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. CX is a new brand. Image Courtesy: PWC.

Net Promoter Score 69

Net Promoter Score E Commerce Customer Experience ROI 69

Answer Dash

APRIL 16, 2019

Despite the emphasis on financials caused by the investment community’s scrutiny and operational survival, the source of money is customers’ daily evaluation of value: the customer experience. When customers leave, employees and investors still must be paid and may be forced to leave.

Customer Experience 76

Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? In this 3-part series, we're looking at 3 keys to getting it right: focus on the customers' experience journey , map for actionability , and apply insights everywhere.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

ClearAction

FEBRUARY 23, 2015

In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere. DO THIS: Ask customers about their end-to-end experience regarding the solutions in your category.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ClearAction

AUGUST 13, 2019

CEO’s Guide to Growth through Customer Experience Alignment Lynn Hunsaker. Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy. This provides customer experience context.

Customer Experience 48

Customer Experience Financial Customer Journey Mapping Customer Experience Professionals 48

ClearAction

FEBRUARY 23, 2015

In this 3-part series, we’ll look at 3 keys to getting it right: focus on the customers’ experience journey, map for actionability, and apply insights everywhere. DO THIS: Ask customers about their end-to-end experience regarding the solutions in your category.

Customer Journey Mapping 77

Customer Journey Mapping Customer Experience Customer Journey Customers 77

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. this impact the customer and his experience?

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

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. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Blake Morgan.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52

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. 1] [link]. [2]

Omnichannel 76

Omnichannel Customer Centricity Brands Presentation 76

Beyond Philosophy

MAY 12, 2021

When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? .

Customer Expectations 88

Customer Expectations 2021 Technology Chief Customer Officer 88

Wootric

DECEMBER 8, 2019

Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty. Customer experience leaders are finding new applications for the popular Customer Effort Score metric.

Effort Score 59

Effort Score Net Promoter Score Metrics Healthcare 59

CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. The knowledge and the fact that listening to their customers is paramount to delivering a great customer experience.

B2C 64

B2C B2B 2014 Voice of Customer 64

CX Journey

OCTOBER 7, 2014

The descriptions include vivid narratives, images, and other items that help companies understand the needs of the customer (contextual insights) and outline feelings, motivations, goals, behaviors, challenges, likes, dislikes, objections, and interests that drive buying (or other) decisions. It''s not linear either, nor is it static.

Customer Journey Mapping 65

Customer Journey Mapping Touchpoint Customer Journey Voice of Customer 65

CX Journey

MARCH 8, 2017

Know the definition of customer experience insanity? Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. I spoke at an event last week on the topic of disrupting voice of the customer programs. And this is a very real thing.

Definition 58

Definition Customer Experience Professionals Insights Feedback 58

Amity

APRIL 25, 2016

Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. VP of Client Experience - Compellon. Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. CSM Corner.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

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. It’s only when he went to customer experience that he lost it.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. My time at GE taught me the importance of linking employee experience and customer experience.

2002 30

2002 B2B Culture Events 30

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

SmartKarrot

JANUARY 5, 2022

His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels. Peter Armaly is a highly-recognized, visionary Customer Success Leader that can always be found sharing his insight with the CS community.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Ashna Patel.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21