Experience Investigators by 360Connext

JULY 28, 2020

The higher up in the organization, the further away from dealing with customers directly. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Experience Investigators by 360Connext

OCTOBER 2, 2018

Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. You need diligence and persistence in this type of leadership.

Customer Experience 110

Customer Experience Culture Leadership Customers 110

Experience Investigators by 360Connext

OCTOBER 4, 2017

Who is listening to them and encouraging them to innovate around service? Customer service AND CX leaders need to create channels for that type of communication. All leaders should feel very connected to the voice of the customer. But embracing that tension means innovating to the best possible solution.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

CloudCherry

JANUARY 21, 2020

For VoC insight to be meaningful, companies need to be able to collect feedback across multiple channels- possibly in various languages. While CX professionals understand that VoC feedback contains a goldmine of valuable customer insights, they can struggle to extract meaning from all of the disparate insights they collect.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

PeopleMetrics

DECEMBER 12, 2017

With customers becoming more vocal and demanding, their perspective should be prioritized when developing business and operational strategies. CRMs are a critically important tool to help assemble customer data and operate on a day-to-day basis, but they fundamentally lack the Voice of Customer in their perspective.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bill Quiseng.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. Generating & Using Customer Insights. Analyzing Customer Insights.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bill Quiseng.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

SEPTEMBER 27, 2018

Customer-centered business requires truly customer-centric goals, values and structure — shaped by outside-in thinking infused in processes, policies and motives — and fine-tuned with systematic internal engagement, improvement and innovation of the end-to-end customer experience, and inherent momentum.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

Lumoa

FEBRUARY 6, 2018

Many of the traditional ways of doing business are under threat from smaller, faster, more agile disruptive businesses so organisations need to be more focused on truly understanding their customers, delivering better experiences and engaging in new ways. Is customer centricity already part of the company DNA and culture?

2018 129

2018 Customer Experience Customer Centricity Culture 129

Peter Lavers

DECEMBER 21, 2017

Here are three independent expert blogs that are well worth regularly browsing for great insight and commentary in the world of customer management: Customer Insight Leader from Paul Laughlin. Nedbank – I have walked the customer centricity journey with this great bank for over a decade. 7WDATA from Yves Mulkers.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Confirmit’s commitment to fostering innovation is nothing new. This year’s crop of candidates was quite competitive.

2015 97

2015 Multi-Channel 2014 CEM 97

Martin Hill-Wilson

AUGUST 27, 2015

In this regard a customer hub model excels at grooming multi disciplinary talent and an ‘outside-in’ mindset. If differentiation and market leadership matter, then the increasing speed of digitally powered markets implies BAU (business as usual), innovation and improvement must be continuously feeding off each other to get/stay ahead.

Multi-Channel 53

Multi-Channel Sports Social Media Customers 53

Wootric

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Melinda Gonzalez. Rachel English.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. 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. CX is a tough business.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

delighted

MARCH 4, 2020

From there, it’s best to evaluate the following: How do you keep track of customer experiences, expectations, and sentiment? What if customers don’t proactively share their thoughts? What if you have valuable customer insights already, but they are trapped within siloed departments at your company?

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

SuiteCX

JANUARY 19, 2015

Senior management leadership involvement is imperaDve • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Donna Weber. Emilia D’Anzica. Emily Garza.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

delighted

MARCH 4, 2020

From there, it’s best to evaluate the following: How do you keep track of customer experiences, expectations, and sentiment? What if customers don’t proactively share their thoughts? What if you have valuable customer insights already, but they are trapped within siloed departments at your company?

Customer Experience Management 44

Customer Experience Management Definition Customer Experience Management 44

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Plans for 2017: Devote more resources to getting better real-time customer insight.

2016 111

2016 2017 Customer Experience Social Media 111