Magellan Solutions

JULY 11, 2023

Undergoing training can help the BPO staff stay informed on market developments and customer outsourcing strategies. Regular workshops and training allow the team to improve their customer service abilities. #4) 4) Leveraging Technology for Customer Insights Providing personalized interactions requires using CRM technologies.

Customer Experience 75

Customer Experience Net Promoter Score E-support Customer Satisfaction 75

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

Kerry Bodine

OCTOBER 13, 2016

You might observe your customers filling out your loan application paperwork at their kitchen tables. Or you might conduct a journey mapping workshop to see how that loan application fits into a larger financial process, like buying a home. For example, you might run some usability tests on your desktop and mobile sites.

Workshop 48

Workshop Customer Journey Mapping 2016 Financial 48

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

2019 40

2019 Technology Insights Customer Experience 40

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. And we probably haven’t even got everything covered. Jeannie Walters.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Kerry Bodine

JULY 11, 2017

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. We make assumptions about what customers really think—like I did when I assumed that the email about an upcoming sale qualified as “most useful.”. It’s to challenge those assumptions.

Customer Insights 79

Customer Insights Insights Workshop Customer Journey Mapping 79

ProProfs Chat

DECEMBER 23, 2019

Take a look at this example of the perfect customer centric innovation: Example: As one of the world’s largest logistics companies, DHL has long since known the impact of innovating products and handles the challenges of improving the efficiency of their supply chain and logistics processes with the assistance of their customers.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Forrester's Customer Insights

OCTOBER 10, 2018

As my colleague Lori Wizdo expertly explains: It is the job of marketing to guide the buyer through the buying journey. Becoming a journey marketer is essential in this digital age. Lori can help you get there – check out her workshop at […].

B2B 48

B2B Workshop Marketing Customer Journey Mapping 48

ClearAction

AUGUST 6, 2019

Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping. Generating & Using Customer Insights.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

Gainsight

NOVEMBER 18, 2019

Post-it notes are everywhere, laying out our customer journey map. The journey map ends up sitting on a SharePoint somewhere, unshared and unused. The reality is, B2B customer journey mapping is uniquely tough. We have multiple stakeholders. We have so many silos touching the customer.

B2B 9

B2B Customer Journey Mapping Touchpoint NPS 9

ClearAction

FEBRUARY 26, 2015

How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. Customer journey maps are a means to an end, not an end in themselves.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

Kerry Bodine

JANUARY 27, 2018

Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. In it, she describes how a simple thought experiment—yes, imagining herself as a T-Rex—helps her facilitate amazing workshops with our clients and their customers. Read this post to up your own workshop facilitation game. (T-Rex

2017 0

2017 Customer Journey Mapping Customer Experience Workshop 0

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

JULY 23, 2023

Reference, loyalty and experiential marketing managers have programs underway to collect case studies and references, drive repeat purchases, and engage customers in advocating your brand. They may have customer stories useful for customer journey maps.

Government 62

Government B2B Customer Experience Customers 62

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

JUNE 22, 2017

B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who want to see substantive improvements in customer experience.

Customer Journey Mapping 73

Customer Journey Mapping B2B Customer Journey Workshop 73

Kerry Bodine

OCTOBER 4, 2016

Qualitative data is the output of research methods like interviews, observations, diary studies, focus groups, co-creation, collaging, and journey mapping workshops —and it needs some kind of subjective interpretation. Qualitative Research.

Workshop 69

Workshop Customer Journey Mapping Social Media 2016 69

Kerry Bodine

OCTOBER 4, 2016

Qualitative data is the output of research methods like interviews, observations, diary studies, focus groups, co-creation, collaging, and journey mapping workshops —and it needs some kind of subjective interpretation. Qualitative Research.

Workshop 48

Workshop Customer Journey Mapping Social Media 2016 48