ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 62

Report Survey ROI Net Promoter Score 62

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

SurveySparrow

JANUARY 28, 2020

Unfortunately, there are a lot of CX consultants out there who will tell you that you can drive change by gathering your teams and having them imagine that they’re customers, then throwing around a few Post-it Notes and brainstorming ways to improve the experience. One thing we share, though, is a thirst for knowledge. Great title!

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

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. Cross-Channel Campaign Management and Marketing Automation are Not Customer Focused.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

SmartKarrot

JANUARY 5, 2022

She’s been on the Top 100 Customer Success Strategists list since 2013, which is a testament to her contributions and dedication to the CS space. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies. Kristi Faltorusso. Nils Vinje. Chris Hicken. Irene Lefton.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Emily Garza. Irit Eizips. Melinda Gonzalez.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

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. It can be really uncomfortable to say, “Okay, we’re actually going to make this shift where the customer is going to be first.” Absolutely.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

ClearAction

FEBRUARY 23, 2015

Acknowledge that there are a lot of things behind-the-scenes that customers think about and consult, and it's an incomplete journey map until you've discovered those aspects of the customer's experience. For B2B in particular, find out who cares about what and why for each step of the customer experience journey.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48