Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

Customer Bliss

OCTOBER 24, 2019

Mastercard, Neiman Marcus, and many others have added this high-level position to their C-suite as well, increasing their focus on customer growth and relationships. Other organizations have moved into this realm by creating a hybrid Chief Marketing Officer/Chief Customer (Experience) Officer. Align with the Core Values.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers.

Customer Experience 556

Customer Experience Touchpoint Employee Experience Customers 556

Experience Investigators by 360Connext

OCTOBER 9, 2019

The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? This person did not have Customer Experience in their title. This was a typical, traditional C-Suite executive who had worked their way up through various operations and marketing roles. 02% on average.

Customer Experience 110

Customer Experience CEM Net Promoter Score Culture 110

InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. That means it’s time to take what you’ve learned and start doing the work to elevate your experience program! .

Customer Experience 260

Customer Experience Workshop 2022 Events 260

InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. And, unfortunately, customer experience programs may fall on the chopping block. To reach the goal of a truly effective, ROI-focused CX program, we cycle our customers through our five step framework. Those steps are: Design.

ROI 557

ROI Customer Experience Webinar Financial 557

SAP Customer Experience

SEPTEMBER 4, 2022

Another blog post presenting new stuff created for the SAP Customer Experience Solutions Integration and Extensibility portfolio. This time a a brand new Live Session: Starting with SAP Integration Suite for Customer Experience.

Presentation 76

Presentation Customer Experience Blog Technology 76

Experience Investigators by 360Connext

JANUARY 16, 2024

Prepare to be equipped with practical advice, as you hear about the importance of continuous education and training to prevent customer experience from fading into the realm of corporate jargon. Tune in and let’s move from talk to action in creating exceptional customer experiences.

Customer Experience 143

Customer Experience Leadership Customer Journey Loyalty 143

CloudCherry

NOVEMBER 10, 2019

C-Suite…UNITE! Take up the battle cry and learn the keys to finding that oft-elusive C-Suite Unity in this week’s ‘Sweets of CX’ podcast. When it comes to uniting the C-Suite, she makes it clear that, ‘It’s about growth and about profitability of the business,’ and that it absolutely ‘IS a growth engine! It’s takes about 2.5

Chief Customer Officer 170

Chief Customer Officer Hotels Leadership Definition 170

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. It’s ok to experiment.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Customer Bliss

MARCH 12, 2020

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about.

Measurement 289

Measurement Chief Customer Officer Metrics Download 289

Customer Bliss

DECEMBER 16, 2020

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . Deliver a One-Company Experience.

Leadership 305

Leadership Customer Experience 2020 Customers 305

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

InMoment XI

JULY 4, 2022

And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. The key to facing these challenges is to build an ROI-focused customer experience from the ground up (and not as an afterthought). 1: C-Suite Buy-In.

ROI 493

ROI Return on Investment Social Media Measurement 493

Playvox

APRIL 5, 2022

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. After all, the employee experience drives the customer experience. The key point is that WEM suites represent an evolution.

Contact Center 77

Contact Center Net Promoter Score Metrics Average Handle Time 77

Customer Bliss

OCTOBER 17, 2018

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO. Unite the C-Suite in Their Commitment and Accountability.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Well, you CAN!

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

SAP Customer Experience

AUGUST 31, 2023

SAP Signavio Process Transformation Suite Virtual September 26, 2023 Agenda Dear Valued Customer, We are pleased to invite you to the SAP MaxAttention Innovation Workshop focusing on ‘SAP Signavio Process Transformation Suite’ taking place virtually on September 26, 2023. Please find the current agenda here.

Workshop 73

Workshop 2023 Innovation Customers 73

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

BlueOcean

OCTOBER 8, 2021

Clients of all types turn to our company to make sure their customers receive a high level of service excellence. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target. Customer experience is the main differentiator for brands today.

2021 177

2021 Customer Experience Contact Center Government 177

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.

Customer Experience 94

Customer Experience Technology User Experience Customer Satisfaction 94

Experience Investigators by 360Connext

MARCH 8, 2021

To deliver exceptional customer experiences, everyone in your organization needs to be on board. This is where understanding the right learning path for overall customer experience excellence can be very powerful. Path 1: Customer Experience 101. What DOES customer experience mean and why should we care?

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Want to get more inspiration from customer experience leaders from every industry?

2022 286

2022 Customer Experience Chief Customer Officer Books 286

iPerceptions

AUGUST 20, 2015

The customer experience is critical to succeeding in today’s hyper competitive landscape. Typically, this means that before a customer experience initiative can get off the ground you need buy-in from the entire C-suite.

Customer Experience 133

Customer Experience Sales Customers Marketing 133

CSM Magazine

APRIL 6, 2021

Vivantio launches new service management product suite to serve. Vivantio , a leading provider of customer service optimization software and solutions, is pleased to announce a new product suite specifically developed to meet and scale with the needs of growing B2B service firms. growing B2B service firms.

B2B 81

B2B Management 2003 Customer Service 81

Customer Bliss

MAY 3, 2018

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa.

Telecommunications 149

Telecommunications Customer Experience Consulting Government 149

InMoment XI

OCTOBER 26, 2021

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. While there’s no silver bullet for getting boardroom approval on more CX resources or program renewals, we’re going to break down three elements that can help warm the execs to your Experience Improvement (XI) initiatives.

Presentation 490

Presentation Connections Brands Insights 490

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. In This Article: What is Conversational Commerce?

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. Prioritize human needs (customers, partners and employees). Revise culture starting with the C-Suite.

Customer Experience 246

Customer Experience Culture Government Innovation 246

MyCustomer

AUGUST 30, 2022

Download this Ebook. Lead goal. Not a TM Form. Internal or External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

Download 91

Download Customer Experience Customers 91

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. I often say, “None of us are as clever as all of us.”

Customer Experience 143

Customer Experience Workshop Consulting Financial 143

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Smart companies are spotlighting the employee experience, as much if not more, than they are on the customer experience. They have learned that it’s just as important to attract and keep good employees as it is to attract and keep customers.

2023 120

2023 Customer Experience E-support Customers 120