ClearAction

NOVEMBER 11, 2022

Make the 5-why’s and action planning an annual workshop for every work group. Include cross-functional representatives in each workshop. This allows management to remove roadblocks, applaud progress, and keep in-tune with what customers will experience.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

SurveySparrow

JUNE 30, 2023

Training and Development: These specialists play a crucial role in training employees across departments on delivering exceptional customer experiences. To ensure a consistent customer-centric approach across the organization, they create training materials, run workshops, and coach team members.

Customer Experience 52

Customer Experience Workshop Customer Service Representative Customer Centricity 52

ClearAction

JANUARY 8, 2024

Do they ensure value is increasing for customers whenever changes in the business are needed? If your answer is “no” to any of these questions, you’re under-using customer insights! Customer-centric organizations do not materialize from mere training or programs. Business as usual is not ROI-generating!

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Strativity

NOVEMBER 20, 2019

We typically recommend organizations start with an internal workshop that engages two dozen mid-level, cross-functional employees in the process of defining key aspects of the customer experience — including the myriad of touchpoints, success drivers, emotions, etc. Dive into the qual and quant of customer experience research.

Consulting 53

Consulting Workshop Customer Journey Mapping Touchpoint 53

Kerry Bodine

JUNE 14, 2018

Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations. And sure, explaining or contradicting your customers isn’t truly evil, but it’s certainly counterproductive to unlocking customer insights.

Customer Insights 88

Customer Insights Insights Workshop Customers 88

C Space

JANUARY 20, 2021

I feel so proud to lead an exceptional team, who are constantly innovating, to find new ways for the world’s biggest and most exciting businesses to connect with their customers, in more meaningful ways, to drive growth. ”. She has advised many of North America’s biggest brands, including Citi Group, Walmart, McDonald’s and Mars.

2021 97

2021 Workshop Advertising Communication 97

C Space

OCTOBER 8, 2021

A host of prestigious judges, from brands including LEGO, Google, SAP, Truist, General Mills and Insights in Color, selected the winners based on their ability to generate insights that change the world of business, transforming customer insight into strategic advantage. C Space is a part of the Interbrand Group.

Financial 69

Financial Banking Customer Centricity Workshop 69

InteractionMetrics

MAY 16, 2024

Interaction Metrics is a customer experience research firm. We combine the principles of science with cutting-edge technology to deliver specific, actionable insights. Our methods include workshops, customer service evaluations, and a wide range of surveys. Customers today have higher expectations than ever before.

Net Promoter Score 52

Net Promoter Score Customer Experience NPS Consulting 52

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

One Millimeter Mindset

DECEMBER 10, 2020

That is where your team’s most important voice of the customer insights reside: out of sight from the rest of the team. For example, where the person-to-person sidebar chat tells the entire story of what really (and negatively) impacts team dynamics and outcomes. It does not need to be that way any more.

Workshop 81

Workshop Innovation Consulting Presentation 81

Customer Bliss

DECEMBER 13, 2016

Cross-functionally workshopped the actions. Aligned with the leadership team to connect customer experience improvements to the top five goals of the organization – making it the work, not work layered on top of the “real work” (we all have seen this before). Prioritized efforts, assigning to functional leaders. It’s not.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

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

ClearAction

FEBRUARY 27, 2017

More than half are stuck in analysis paralysis, according to the Temkin Group’s State of Voice of Customer Programs 2016 report: 4% are VoC Transformers — linking customer insights to operational data and processes and strategic planning throughout the company. Lesson 3: Expect action and accountability from everyone.

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

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 66

Workshop Customer Journey Mapping 2016 Financial 66

CX Journey

NOVEMBER 12, 2015

My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. Although I write a lot about Marketing requirements, customer insight is also key to designing and delivering for CX teams. Later we had time to learn about " Lego Serious Play."

2015 63

2015 Workshop Airlines Insights 63

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

Comm100

DECEMBER 19, 2017

The CX program should be from the customer’s perspective, which can be achieved by: Collecting customer experiences and views. Identifying gaps in the customer experience. Conducting internal workshops. Mapping the customer journey. Conducting customer, market, and employee research.

Customer Experience 116

Customer Experience Download Workshop Metrics 116

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

ClearAction

OCTOBER 25, 2022

Your individual scores reveal your competencies in facilitating customer experience maturity, as described above. Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business.

Sports 71

Sports 2009 2022 Financial 71

Retently

APRIL 5, 2024

Smart shelves that monitor inventory in real-time, smart carts that guide shoppers through stores, and personalized discount offers sent directly to mobile devices – all contributes to a memorable retail customer experience. Workshops, product launches, and live demonstrations can draw customers into the store and create buzz around it.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

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

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

ClearAction

FEBRUARY 27, 2017

More than half are stuck in analysis paralysis, according to the Temkin Group’s State of Voice of Customer Programs 2016 report: 4% are VoC Transformers — linking customer insights to operational data and processes and strategic planning throughout the company. This requires cross-functional collaboration.

Voice of Customer 54

Voice of Customer Workshop 2016 Metrics 54

CX Journey

JULY 14, 2016

Do you both agree on the need for customer insight-guided design? Perhaps in these times of companies falling over each other to have the most customer-centric strategies, you may feel inundated with requests for deeper or richer insights that provide a platform for proposition developers to start designing.

Insights 35

Insights Workshop Customer Insights Consumers 35

SurveySensum

DECEMBER 4, 2023

Provide comprehensive training to empower your team to effectively leverage these customer feedback tools , ensuring they are utilized to their full potential. And offer training programs or workshops on customer service and advocacy. This platform helps collect, analyze, and act on crucial customer insights.

Feedback 52

Feedback Social Media Net Promoter Score Culture 52

Lumoa

MAY 5, 2022

About the authors Allegro is a Norwegian Communication and Technology bureau specializing in Customer Experience strategical consulting, co-creative workshops, and experience design processes. Contact Allegro’s CX Consultant, Joanna Carr, to learn more about developing and implementing a Customer Experience strategy.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Forrester's Customer Insights

DECEMBER 20, 2018

Watch the video below to learn how Forrester is leveraging design thinking in our business strategy workshops to help executives unlock customer value. Looking for help with rethinking your current business model? Accelerate your own digital transformation by booking an inquiry or by checking out my research here.

Workshop 45

Workshop Books Customers 45

Think Customers

JUNE 16, 2022

Total Experience in action: Wanting to deliver more meaningful customer experiences, quick-service restaurant chain Chipotle began using Microsoft Customer Insights to learn about existing and potential customers. All departments, including marketing, operations, e-commerce, IT, and finance were involved in the process.

E Commerce 52

E Commerce Telecommunications Touchpoint Brands 52

ClearAction

DECEMBER 5, 2023

Therefore, it’s plain sensibility for every employee and executive to absorb what customers like and don’t like, and translate that to their thinking, decisions, actions, and handoffs. Share customer insights with every department. Help them apply CX insights to their thinking, decision, actions, and handoffs.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

CustomerSuccessBox

OCTOBER 4, 2021

Key Takeaways: What customer success means and why it’s important Understanding the value customer success provides to the CSM and customer Benefits of a combined framework using skills and knowledge. Customer Success | How to Understand Your Customers. Link: [link].

Customer Success 52

Customer Success Customer Centricity Customer Experience Professionals Workshop 52

Forrester's Customer Insights

JUNE 25, 2019

On May 25, 2018, the day the GDPR went into effect, I happened to be in Canada doing an in-person workshop with a large financial services client. Many organizations — particularly in North America — think that the EU’s General Data Protection Regulation (GDPR) doesn’t apply to them. In a session about contact center trends, […].

Contact Center 45

Contact Center Customer Service Workshop 2018 45

Experience Matters

JANUARY 6, 2015

Given the value of customer insights, many firms will invest in major renovations to these efforts this year. Customer Journey Deliberations. You can’t read very much about CX without running into something about customer journey mapping. That’s why Temkin Group’s customer journey mapping workshops regularly sell out.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Forrester's Customer Insights

MAY 2, 2019

When Forrester’s UX analysts put together our 2019 Digital CX Trends report, two things stood out to me as especially positive changes: First, modern design practices — like workshops, iterative prototyping, and user research — now direct digital CX efforts.

2019 44

2019 Workshop Touchpoint Customer Experience 44

Forrester's Customer Insights

OCTOBER 10, 2018

Lori can help you get there – check out her workshop at […]. 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.

B2B 48

B2B Workshop Marketing Customer Journey Mapping 48

ijgolding

JUNE 9, 2015

Question 4 – On a scale of 1 to 10 (1 being not at all and 10 being extremely), how well do you adopt customer-centricity and how accountable are you? COMPETENCY 3 – VOC, Customer Insight and understanding. An organisation that has customer insights and a deep understanding of the Voice Of the Customer (VOC).

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

SurveySparrow

AUGUST 14, 2023

SurveySparrow offers a powerful Customer Experience platform that helps you gather valuable customer insights and feedback, leading you to orchestrate delightful interactions. You might have come across SurveySparrow when you started refining your feedback game. If not, worry not; let us give you the gist.

Customer Experience 52

Customer Experience Customer Centricity Customer Journey Mapping Touchpoint 52

Calabrio

MAY 10, 2019

In this foundational course, Michael Chiu, Sr Director Analyst at Gartner, will walk you through what customer experience is, how to get started and how to measure your progress. Sign up for a product demo , get entered to win a new Fitbit Versa and find out first-hand why we’re top ranked in our industry by Gartner Peer Insights!

2019 40

2019 Technology Insights Customer Experience 40