CSM Magazine
AUGUST 22, 2019
The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.
Customer Guru
JANUARY 16, 2018
We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. We still see that there’s a lot of push and pull between departments and between different stakeholders in prioritizing customer experience. How would you align stakeholders at your end?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Second to None
MARCH 30, 2018
When I arrived at my hotel room, I was speechless. In fact, 86 percent of business leaders say customer experience is foundational to their success. Here are three fundamental tools for building a superior customer-service strategy. I did so immediately. Think beyond marketing.
Russel Lolacher
MARCH 29, 2021
Self-Service: report a problem with campus facilities. Self-Service: questions during a stay. Make sure to monitor and improve the customer experience. Using the SMS data to improve products/service – look at the feedback and trends acquired through this voice of customer channel. Improve accordingly.
Pointillist
JULY 5, 2019
How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?
Clarabridge
MAY 2, 2017
More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service. Come back to our blog tomorrow for a recap of Day 2 at C3!
Qualtrics
NOVEMBER 6, 2019
From breaking down silos, making the business case for CX and (sometimes) even ignoring what the data was telling him, find out how Mastercard’s breakthrough customer experience came to be. You’re on vacation, it’s time to check out from your hotel and you realize you’ve lost your credit card. You call Mastercard of course.
Expert insights. Personalized for you.
40 
Let's personalize your content