ijgolding

JANUARY 15, 2016

‘The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. They often think that CX is a ‘project or an initiative’ that will ‘cost money’ and are likely to have a lack of ownership or governance from the very top. Customer Experience Strategy.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Horizon CX

OCTOBER 2, 2023

Otherwise, my interactions with customers can be ad hoc and awkward; frustrating for the customer and embarrassing for me. Success in training is measured by participation, not by a real increase in skills. We learn on the fly, in the stressful moment of need, while the puzzled customer waits, and wonders.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

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

Lumoa

JANUARY 9, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

ReviewTrackers

MAY 8, 2017

Session topics include how to make the most of customer feedback , the different elements of ROI, employee engagement, the continued role of NPS in measuring customer satisfaction, agile operations, and in-depth measurement and insight, among others. Interactive Customer Experience (ICX) Summit.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

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

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

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

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). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Employee Engagement Training 60

Qualtrics

MAY 20, 2019

Measuring On-Base “Health”. Problems: Too few measures and too few responses. But when it came to on-base measurement, fewer than 10 percent of target audiences were responding to existing email and paper surveys. And then, for the military base commanders, what can you do about it? Want expert help? CONTACT US.

Data 24

Data Multi-Channel Government Leadership 24

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Aimee Lucas – Customer & Employee Experience Researcher, Advisor, Trainer, Speaker, CCXP.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. And it’s still misunderstood by too many, because it is a way of driving continuous measurable change.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. But standing in your way are existing customer data management challenges. Why is this so?

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

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. Your Needs: Understand and communicate your customers’ actual journeys. By Steve Offsey.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Amity

APRIL 25, 2016

VP of Client Experience & Transformation - ADP. David is incredibly passionate about the emergence of Customer Experience as a profession, and was a founding member of the Customer Experience Professionals Association. GM & SVP, Global Customer Success - CA Technologies. The Dave Mitz Blog.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Pointillist

APRIL 26, 2018

Validation software can be implemented at key data capture points in order to enforce consistent data governance standards across the organization. Silo mentality is the biggest organizational hurdle to improving customer experience.” – Chris Ward, Editor MyCustomer.com. But simply gathering this data is at best a half measure.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

ChurnZero

APRIL 12, 2019

Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? A: The ultimate health score for the customer journey is customer lifetime value (LTV).

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

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

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