CX Journey

JULY 5, 2018

Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Those benefits should be crystal clear to your customers.

Banking 141

Banking Airlines Analysis Technology 141

Beyond Philosophy

FEBRUARY 10, 2020

Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . However, business is also all about return on investment (ROI). When a company invests $1, they want to make at least $2 back for their trouble.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. All the discussions, customer calls, data sets, etc.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

GetFeedback

AUGUST 14, 2019

Are you satisfied with customer satisfaction? Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. You’ll get custom recommendations based on your score. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Free CSAT Calculator.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Customer Guru

AUGUST 21, 2018

Kate is the VP and Principal Analyst at Forrester and serves Application Development & Delivery Professionals. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. She is also a board member of the Customer Experience Professionals Association.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

JANUARY 6, 2021

But the nature of customer experience is long-horizon, not instantaneous. Relationship strength is your aim for recurring ROI on your customer experience efforts. Leading indicators are identified by conducting (1) key driver analysis (also known as correlation analysis) with your index (e.g.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Pointillist

MAY 19, 2020

Leveraging a journey-based approach enables high performers to become more effective in three major areas of CX: data integration, journey analysis and orchestration. times more likely than underperformers to be able to connect customer data in each channel with three or more other channels. In fact, high performers are 9.7

Customer Journeys 94

Customer Journeys Measurement Report Management 94

GetFeedback

JULY 19, 2019

Your customers are definitely ready to share! This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts. Voice of the Customer (VoC) educational video . We’re not the only ones obsessed with the Voice of the Customer. Get the Guide.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Where: London, UK. CXPA Insight Exchange. When: May 16 to 17, 2017. Where: Phoenix, AZ. When: July 17 to 19, 2017.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

AUGUST 13, 2019

Understanding customers’ consequences compels employees to anticipate customers’ reactions and to align their decisions with what’s most efficient and effective for customers and your firm. Knowing customers’ overall objective empowers employees to find novel ways to generate value that customers will reward.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48

ClearAction

FEBRUARY 26, 2015

Show a separate map for each expectation set: in your analysis of customers' responses, look for patterns that indicate separate ranges of acceptable performance. "5 why's"), motivate action planning and follow-through, and set the stage for closed-loop communication with customers.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

Chattermill

JUNE 25, 2019

Identify what’s working: If you don’t look at the data showing what you’re doing wrong in CX and UX, customers will leave your site, store, or app. There are too many other options available to accept a less-than-stellar experience. The cost of inaction due to a lack of understanding of ROI can be devastating for businesses.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Comm100

APRIL 26, 2020

With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. We picked his brains for the very-best CX tips, predictions and expert analysis. Check out the interview below. The inevitable brick wall.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

ClearAction

OCTOBER 4, 2015

Make extensive use of customer comments to paint the full picture of what the company's true boss expects, what's missing, and what's going well. Avoid over-reliance on ratings and indexes that obscure customer expectations and what's missing. d) Step back and look at things from a customer's viewpoint.

Strategy 48

Strategy Customer Experience How To ROI 48

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. It’s only when he went to customer experience that he lost it. Dan Gingiss: That’s true.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

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.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. Organisations that are focussed on this metric tend to be NPS-obsessed rather than customer-obsessed.

System 338

System Effort Score NPS Net Promoter Score 338

Alida

SEPTEMBER 22, 2016

The analysis of your results should focus squarely on how it benefits those teams. Tony Tong, senior market researcher at LinkedIn, added that using ‘little data’ helps close the gaps in Big Data analysis. Recruiting the right members for your insight community is a critical step to getting more ROI out of customer intelligence.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Customer Guru

MARCH 7, 2018

We do an extensive analysis for each of our sites on how customers have rated us and, as an organisation, are aggressive about turning passives and detractors to promoters. We hear many stories where companies have gone over-the-top to delight the customers. For me, going over the top might not help.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Customer Journey Orchestration: Accordant on Finding a Path to Purchase. By Steve Offsey.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

SmartKarrot

MARCH 8, 2022

An advocate for inclusion and diversity, Dana is proficient in scaling businesses with the help of customer acquisition and retention. A leader, speaker, consultant, coach, and trainer, Dana’s most salient qualities include organizational gaps analysis, discovery, and problem-solving. Daphne Lopes. Ronni Gaun.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Kustomer

DECEMBER 31, 2020

It’s always fun to talk to people like yourself who have a plethora of experiences. So I’ve been a customer experience professional for 20 years. For example, our net promoter score is 22 and we’ve done some competitive analysis that says our competitor is at 34, right? Annette Pedroza: (00:41).

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59