Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. These organizations prioritize understanding and meeting customer needs, leading to increased customer satisfaction and loyalty.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. If the systems don’t provide value to employees, they simply won’t use them. There are so many customer journeys!

Culture 110

Culture Customer Centricity Customer Journey Mapping Sports 110

Think Customers

DECEMBER 13, 2021

Start with research and journey mapping to create a visual representation of the path your customers take when they engage with your brand. You can also use data collection to build a more nuanced understanding for the “why” behind your customer journey maps.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. You need a strategy.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Customer Guru

AUGUST 21, 2018

Hinshaw is also co-author of the best-selling book “Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of them” 48. Learning his way through experience, Michel is a renowned customer and employee experience keynote speaker. Shep Hyken Follow @Hyken.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

SEPTEMBER 27, 2021

Personalization, customer journey mapping, and surprising customers with the unexpected are just a few of the topics covered in this article. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. (And it’s more fun this way, isn’t it?).

Article 19

Article 2021 Customer Service E Commerce 19

Wootric

FEBRUARY 14, 2019

Why we love Rachel: She’s the Director of Customer Experience at Zuora. Rachel has built and led high-performing, thought-leading customer-focused teams. Why we love Sandra: She’s the Customer Experience Director and thought leader for Strong-Bridge Envision Consulting. Rachel English. Sarang Bhatt.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Qualtrics

DECEMBER 15, 2021

Civil servants working in the CX space have mastered the art of getting scrappy for a quick win, using case studies to showcase the value of customer focus, and enabling leaders to make data-informed decisions. Identify experience gaps. If you are developing customer journey maps, ask yourself: Where does this customer journey start?

Customer Experience 26

Customer Experience Government Social Media Customer Centricity 26

ShepHyken

AUGUST 13, 2019

Understanding Every Interaction to Create the Best Customer Experience. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience. The Interview with Jim Tincher: What is a journey map?

Customer Journey 21

Customer Journey Employee Experience Feedback Touchpoint 21

ClearAction

AUGUST 6, 2019

Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping. 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 Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

CX Journey

AUGUST 1, 2014

The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map. In case you missed all the announcements that 2014 is the year of the journey map, why, and what that means, here''s a little background on journey maps.

Customer Journey Mapping 62

Customer Journey Mapping 2014 Touchpoint Customer Centricity 62

CX Journey

OCTOBER 21, 2014

A question posed by one of the audience members was about what tools are available to facilitate employee buy-in for your customer experience initiative. I think this is a great question because, as you know by now, the employee experience drives the customer experience. Zig Ziglar.

Customer Journey Mapping 64

Customer Journey Mapping Employee Experience Webinar Customer Centricity 64

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Michel Falcon Experience

NOVEMBER 8, 2015

Will 2016 be the year that you fully commit to improving your customer experience? I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused. What do I need to do to take it to the next level?”. Have you downloaded my free ebook yet?

2016 60

2016 Customer Experience Chief Customer Officer Multi-Channel 60