Qualtrics

MARCH 26, 2019

The good news is you may already have loads of CX-oriented data from technology you’re currently using. But governance could be the “secret sauce” for figuring it out, with the help of your colleagues. Governance moves you from having data, to getting stuff done based on the data. Ingredient: Survey Policy.

Government 22

Government Data Policies Guidelines 22

ShepHyken

APRIL 8, 2019

To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? The short answer is yes.

Customer Service 101

Customer Service Hotels Hospitality Government 101

CX Centric

OCTOBER 4, 2021

The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies. Further, into his presentation, Jonathan explains what really entails customer-centric alignment.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Customers want you to know them.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Tips 282

Tips Customer Centricity Strategy Social Media 282

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Their values and what they feel truly matters. Back to CX Accelerator Blog.

Tips 208

Tips Customer Centricity Strategy Social Media 208

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Their values and what they feel truly matters. Back to CX Accelerator Blog.

Tips 182

Tips Customer Centricity Strategy Social Media 182

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). It believes that bringing together people, business, and technology is the way forward.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Employee Engagement Training 60

ClearAction

OCTOBER 25, 2015

1) Drive significant change in order to drive significant ROI : most customer experience efforts start out with a technology buy, taking cues from vendors about what customer experience managemen t entails. In truth, it boils down to making your company irresistible to customers and prospects.

Customer Experience 48

Customer Experience Customer Journeys ROI Customer Experience Management 48

ShepHyken

DECEMBER 13, 2019

Who will be responsible if government regulations are violated? Technology competence. How stable is the vendor’s technology? Lengthy onboarding times attached to some of the larger CX platforms have caused many in telecoms to lose their appetite to pilot and experiment in the name of customer experience.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

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. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Barry Dalton.

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. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Amity

APRIL 25, 2016

Chad is a Customer Experience and Customer Success executive with 15+ years experience developing Customer Success teams with companies of all sizes. The Enlightened Customer. CEO - C hief Customer Office Council. VP of Client Experience & Transformation - ADP. CA Technologies Blog.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Customer experience is as much a cultural aspect within any organization than it is any specific set of practices and it all begins there. Governance. Building a CX Strategy.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

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. Communicate and align the organization around a customer-centric model. By Steve Offsey.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Qualtrics

NOVEMBER 21, 2019

For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ). From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX.’.

Omni-Channel 22

Omni-Channel Retail Entertainment Leadership 22

Qualtrics

APRIL 9, 2019

In a recent blog post and during a panel chat at the recent Qualtrics X4 conference in Salt Lake City, we talked about the many ways you can leverage customer and citizen feedback to help your business or government agency get ahead of operational and business risk. That’s a practical question worth exploring. Want expert help?

Government 46

Government Conference Survey Social Media 46

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