CX Journey

NOVEMBER 10, 2015

Customer Experience Maturity Assessment : I put this tool under Culture and Employee Experience because it's a baseline on where you are with regards to a customer-centric and customer-focused culture. If we don't listen, we'll never know anything about our customers' needs and desired outcomes.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

ClearAction

FEBRUARY 27, 2015

By saving time, effort, worry, and money for employees, you're enabling happier employees to enable happier customers. And you're aligning the company to focus on value that's rewarded by customers. Inspire Voice of the Customer Actions: 12 Ideas. Measure Customer Value the Customer's Way.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Verint

OCTOBER 2, 2017

Verint’s Jon Allen, general manager, communities, will present “Redefining ROI: Win BIG with Social Communities” on October 19 at 6:30 p.m. Attendees will learn why it’s critical not to gamble with customer relationships and how to measure return on interaction by effectively listening to the voice of customers.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Verint

JANUARY 25, 2018

Where in their organizations should business leaders expect to see value from digital VoC?

Omni-Channel 28

Omni-Channel Customer Retention Voice of Customer Feedback 28

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

APRIL 29, 2020

In a related article, CEO’s Guide to Growth through Customer-Centered Management , the following definitions are recommended: Customer Experience is customers’ realities compared to their expectations [in selecting, getting and using a solution toward a capability they seek (i.e. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. Here’s how you can make your employees provide the best experience for your prospective customers: Make sure they are always taught to be empathetic to customers. FAQs What are the best practices in B2B services?

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

NOVEMBER 18, 2015

Customer Experience for the Future: Brilliance by Pattern Discovery. And likewise, business growth from customer experience management is the product of discovering patterns. And the holistic viewpoint afforded to managers of all kinds can certainly catapult service and company-wide customer-focus.

Customer Experience 48

Customer Experience Comparison Customer Experience Management Multi-Channel 48

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Customer Alignment

DECEMBER 18, 2017

However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. Think Smiling Companies, Happy Customers. Image courtesy of Pixabay

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

ClearAction

FEBRUARY 26, 2015

Inspire Voice of the Customer Actions: 12 Ideas. Measure Customer Value the Customer's Way. Customer Centricity Goes Beyond Customer Experience Management. Don't Confuse CX Technology with Customer Experience Management.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ClearAction

FEBRUARY 23, 2015

Inspire Voice of the Customer Actions: 12 Ideas. Measure Customer Value the Customer's Way. Customer Centricity Goes Beyond Customer Experience Management. Don't Confuse CX Technology with Customer Experience Management.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120