Experience Investigators by 360Connext

JANUARY 30, 2024

Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement. Switching lanes, we delve into the government’s customer experience revolution, with a spotlight on the USDA’s recent initiatives.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. How to drive innovation as part of your CX strategy?

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. All Repair, No Innovation". On your marks…. Let's start …. The CX Feud! The Survey Says. "All All Talk, No Action".

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He believes that customer success is the way to make customers stick to the brand longer, buy more and advocate for them.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. How to drive innovation as part of your CX strategy?

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

Kustomer

NOVEMBER 9, 2023

AI has the potential to revolutionize how businesses engage with their customers, making interactions smarter, more efficient, and more meaningful. The AI/CX Virtual Summit is designed to be the catalyst for these discussions and a platform for sharing insights, experiences, and strategies that will shape the future of CX.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

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. Jeanne Bliss. JeanneBliss.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies. Collaboration is critical to sustaining success.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Blockchain, GDPR) and coordination.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. Learn Customer Service Secrets on the Kustomer Podcast. What It Means by Forrester.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. How can we engage with our customers more?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Alida

AUGUST 8, 2016

Instead of sending a flood of survey invitations, insight communities allow the researcher to ask the right questions at the right time, and use feedback and crowdsourcing to increase engagement and impact. The more researchers evolve their methods to become more timely and customer centric, the more they become integral to businesses.

Marketing 100

Marketing Customer Centricity Innovation Social Media 100

PeopleMetrics

APRIL 4, 2017

The more visible or impactful the failure is, the greater the chance that those involved – often leaders or managers – engage in fault-finding rather than fact-finding. Customer experience leaders know how put those failures to work. Because every interaction that fails to meet customer expectations is, in many ways, a failure.

Culture 94

Culture Innovation Customer Experience Professionals Customers 94

GetFeedback

DECEMBER 2, 2019

You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. It’s up to customer-centric leaders to engage the right ways to measure, communicate and take action on it. Understand and track your CSAT score .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

ijgolding

AUGUST 1, 2016

Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. In fact Customer Experience is one of the only professions in the world where, right now, no textbook exists.

Customer Journeys 120

Customer Journeys Customer Experience Professionals Customers Tools 120

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Second to None

SEPTEMBER 23, 2019

Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions. Simplicity . 1] [link]. [2]

Omni-Channel 76

Omni-Channel Customer Centricity Brands Strategy 76

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. Where: Phoenix, AZ. Forrester CXNYC. When: June 20 to 21, 2017. Where: New York City, NY.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Strativity

AUGUST 5, 2014

They’ve helped many of the world’s largest brands build customer loyalty by accelerating their CX journeys and avoiding many of the pitfalls along the way. Bruce is also the Chair and co-founder of the Customer Experience Professionals Association, a global non-profit organization. About Lior Arussy.

Customer Journeys 40

Customer Journeys Tools Case Study Customer Centricity 40

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Bill has over thirty years of luxury hotel resort, and club management experience. Micah Solomon.

Industry 100

Industry Culture Metrics Customer Centricity 100

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

FEBRUARY 14, 2015

Maybe "love" is not the right word, but customer experience professionals should know what I mean: be a fan of, be engaged with, show a predisposition toward camaraderie that leads to co-innovation and co-promotion, inclined to look at the relationship with a long-term perspective for mutual value and growth.

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Amity

APRIL 25, 2016

Brandon specializes in helping B2B software companies cross the chasm from startup to growth stage businesses by helping build-out and refine customer acquisition. GVP Customer Success - Oracle Marketing Cloud. The Enlightened Customer. VP of Client Experience & Transformation - ADP. OpenView Labs. Chad Horenfeldt.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Jason is the VP of Global Customer Success at Vinli Inc.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SmartKarrot

JUNE 11, 2021

The course is led by trainers who have 60+ years of combined experience in the customer success space. They teach customer success managers best practices that enable them to engage, manage, and retain customers. CCSM Level 1 focusing on engaging, managing, and retaining customers.

Customer Success 22

Customer Success Course Training Customers 22

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Here is the link. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52