ijgolding

JANUARY 18, 2018

2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world.

Customer Experience 0

Customer Experience Government Customer Centricity Case Study 0

Customer Bliss

JANUARY 18, 2018

“I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience. .”

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Customer-centricity, in short, is not pervasively ‘people first’.

Culture 83

Culture Company Customer Centricity Travel 83

Customer Guru

JANUARY 16, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

Advertisement

CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Have the drivers of customer experience changed? Download this eBook and discover how to adjust to get more from your customer feedback right now!

NPS

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. This reminds me of a piece I once wrote about Tool vs. Toy , which explores the changing value of technology driven by users vs. investors.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

ClientSuccess

JANUARY 16, 2018

For innovative customer success leaders, preventing customer churn while increasing retention, revenue, and renewals is already top of mind. There are a myriad of ways to leverage your customer success team to decrease customer churn and help combat the negative costs associated with attrition. Impact on Brand Leadership.

Leadership 40

Leadership eBook Customer Success Brands 40

Advertisement

The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Have the drivers of customer experience changed?

Loyalty

Advertisement

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

How To

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. What do these metrics have in common? Employee engagement.

Customer Experience

Speaker: Nitin Sharma, MBA (Market Research, Management Decision Making), CEO, Gold Research Inc.

Regardless of whether they're consumers or other businesses, your customers live in an omni-channel world. So why do so many in the CX space still rely on a single source of customer data, even though that one viewpoint can never reveal the whole picture? How to synthesize and interpret the data collected.

Customer Journeys

Speaker: Rana Gujral, CEO at Behavioral Signals

According to a report from Salesforce, 78% of customers are willing to do business with a brand even after a mistake, but only if the customer service is excellent. This means you can’t afford to put your customers on hold for long or deliver poor communication. Customer service technology has largely been the same for decades.

Customer Service

Advertisement

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Contact Center