Experience Investigators by 360Connext

DECEMBER 11, 2014

Loyalty does not mean forever for customers. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Customer experience is seen as a project, not a way of business. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bill Quiseng. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SuiteCX

SEPTEMBER 25, 2015

Customer Experience: Getting past the Barriers to Success. suitecx ©2015, suitecx Inc. Customer experience gets put on the back burner as goals like risk avoidance, project completion time and technology up.me stifle innovation and reward the status quo. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Customer Experience Leadership Metrics 100

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bill Quiseng. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. Bell, author of The 9½ Principles of Innovative Service.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

SuiteCX

NOVEMBER 3, 2015

Six Steps to Best-in-Class Customer Experience. suitecx ©2015, suitecx Inc. Your customer experience strategy should impact whom you hire, how you train people. suitecx ©2015, suitecx Inc. Six Steps to Best-‐In-‐Class Customer Experience Crea?ng from 2014 to 2019. ng and Execu?ng

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Currently working at Qualtrics as a Sr. LinkedIn : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CSM Magazine

MAY 28, 2019

Companies spend enormous amounts of money on employee training and education—$160 billion in the United States and close to $356 billion globally in 2015 alone—but they are not getting a good return on their investment. Lack of training isn’t the issue. Problems need to be initially diagnosed from the ground up. About the Author.

Training 49

Training Leadership Consulting Customer Centricity 49

ClearAction

JANUARY 12, 2022

Further growth in revenue and profitability is achieved through enterprise-wide anticipation of customers’ reactions: Preventing occurrence of customer issues is known as ’embedding customer-centricity DNA’ throughout your company’s culture. Sustainable revenue growth is stimulated by customer experience innovation.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It will attract more talent to PayPal’s team.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Customer Guru

DECEMBER 13, 2017

Each year, a new wave of technological advancements is introduced to customers. Furthermore, disruptive startups launch innovative products that get adopted by millions of users almost overnight. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. ©2015 suitecx – Confidential What are some governance models CX teams are using to manage their journey mapping efforts? Collaboration across locations. Common mapping technology . Common metrics and training. Level of maturity.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

SuiteCX

FEBRUARY 13, 2015

360 Degree Customer Experience: A Practical Approach to Holistic CX. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Below is a partial list of field service influencers who challenge the industry to up its game by innovating through technology or process improvements to improve service delivery.

Management 41

Management Automotive Leadership Effort Score 41

West Monroe

SEPTEMBER 14, 2017

Curtis Kopf is senior vice president of customer experience for Premera Blue Cross, a leading health plan in the Pacific Northwest that provides comprehensive health benefits and tailored services to approximately 2 million people, from individuals to Fortune 100 employees. What do you see as the biggest challenge in your industry today?

Self Service 89

Self Service Healthcare Airlines Customer Centricity 89

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It will attract more talent to PayPal’s team.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It will attract more talent to PayPal’s team.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. Know yourself well • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Strativity

APRIL 1, 2015

Customer experience design and management consulting firm, Strativity Group, Inc. NEW JERSEY, April, 1 2015 – In March 2015, New Jersey based consulting firm, Strativity Group, Inc. has acquired brand strategy and human-centered design firm, Burnham Marketing, LLC. finalized their acquisition of Burnham Marketing, LLC.

Groups 40

Groups Marketing Customer Journeys Culture 40

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Second to None

MARCH 8, 2019

Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 2] Employee Burnout.

Study 48

Study Financial Customer Centricity Employee Experience 48

Experience Investigators by 360Connext

JANUARY 30, 2015

Mariano’s leadership clearly understands the experience for the customer goes way beyond putting the lid on the soup. Leadership at this particular store saw it as important, and I’m betting it’s a consistent experience at other stores, too. Added by Anne Reuss on Jan 30, 2015. Consider what this means.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Talkdesk

AUGUST 19, 2016

It is now valued at $250 billion, with its stock soaring 70% in the final nine months of 2015. While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year.

Customer Service 41

Customer Service Customer Centricity Call Center Leadership 41

Steve DiGioia

DECEMBER 5, 2016

For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Also, as the company grows, it is important for leadership to be aware if any part of the company (departments within the company, people within the company, etc.)

Industry 100

Industry Culture Metrics Customer Centricity 100

Talkdesk

AUGUST 19, 2016

It is now valued at $250 billion, with its stock soaring 70% in the final nine months of 2015. While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year.

Customer Service 40

Customer Service Customer Centricity Call Center Leadership 40

CX University

APRIL 26, 2018

Though still a small sub-culture in the business world, decentralization of power has become increasingly prevalent, especially among the world’s fastest growing, customer-centric companies. The Open Organization, 2015). We have seen successes and failures, trials and tribulations. Keep in mind that Mr.

Customer Experience 74

Customer Experience Government Policies Innovation 74

Pointillist

MAY 23, 2018

How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Your Needs: Transform an organization to become more customer-centric. Visualize a “future-state” customer experience to spur innovation. Journey Mapping.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Natalie Petouhof

DECEMBER 14, 2015

Tweet The report by Capgemini, “ Organizing for Digital: Why Digital Dexterity Matters ” — conducted in collaboration with MIT Center for Digital Business — reveals that digital organizations reported outperforming competitors on key performance indicators, such as customer satisfaction and innovation.

Report 40

Report Company Leadership Technology 40

Second to None

MAY 15, 2018

The reason for that is its combination of impeccable design, innovative features, and superb branding. For example, Volkswagen, which was strategically and patiently nurturing its reputation as an environmentally conscious brand, suffered a heavy blow to its equity after the emissions scandal in 2015. distrust social media.

Measurement 59

Measurement Brands How To Social Media 59

Second to None

JANUARY 22, 2019

Here are three lessons you can learn from TeleSign about the importance of how you think in enhancing the customer experience: 1. Use technology to enhance customer’s experience not yours. Innovation at TeleSign is an outside in process. It realizes that customers have, as Miles calls it, “liquid expectations.”

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). 1] [link]. [2] 2] [link]. [3]

ROI 54

ROI Study Financial Loyalty 54

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). 1] [link]. [2] 2] [link]. [3]

ROI 48

ROI Effort Score Study Financial 48

Customer Alignment

JUNE 28, 2017

The current CEO (formerly the COO) was appointed in 2015. There is a 2-year recovery plan (along with a ‘Treating Customers Fairly’ report). Caution: “The longer you wait, the harder it is to produce outstanding customer service.” ~ William H. Utilities need to shift from being asset focused to customer focused organisations.”

Company 40

Company Customer Experience Comparison Airlines 40

Second to None

FEBRUARY 14, 2018

Companies Will Blend Domestic And International Customer Service. companies have started to move customer service operations back home. 53% had significant onshore operations in 2015, up from 35% in 2010. In the last decade, U.S. The reality is that each one can make sense, depending on your needs.

Trends 63

Trends Social Media e-support Chatbots 63

Gainsight

OCTOBER 7, 2019

Bessemer Venture Partners recently wrote the new 10 Laws of the Cloud , and listed customer success as one of the laws. The Customer Success Manager (CSM) role is one of the most promising jobs and has seen a 736% increase since 2015. There’s finally a solution for company wide customer-centricity: The Customer Cloud.

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13