ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. With the help of our good friend and CX colleague, Bruce Temkin , here are three questions he posed to us to which we responded below.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

Horizon CX

DECEMBER 31, 2018

Not all organizations are going to have a CEO with that kind of mindset, but that kind of mindset needs to exist in some capacity within every organization intending to become customer-centric. But, from that moment onward, I have never looked back.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

CX University

APRIL 12, 2018

“What customer experience needs to entail is a radical decentralization of authority, which allows change to happen precisely where it needs to occur.”. In the last decade, through the Great Recession, mastery in customer experience has delivered a CAGR of 15%. Customer experience has always been a survey, an afterthought, a checkbox.

Course 40

Course Travel Customer Satisfaction Study 40

SmartKarrot

JANUARY 25, 2022

Launched in 2004, Campaign Monitor is an email marketing platform catering to businesses of different sizes. Founded in 2014, Employment Hero is a SaaS-driven human resource management software. BugHead’s visual feedback saves teams at least 4 hours every week from cutting down on unactionable and unclear feedback. Campaign Monitor.

Company 10

Company Innovation Self Service Culture 10

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX University

FEBRUARY 20, 2018

“What customer experience needs to entail is a radical decentralization of authority, which allows change to happen precisely where it needs to occur.”. In the last decade, through the Great Recession, mastery in customer experience has delivered a CAGR of 15%. Customer experience has always been a survey, an afterthought, a checkbox.

Customer Experience 68

Customer Experience e-support Customer Centricity Effort Score 68