CX Journey

DECEMBER 11, 2018

I thought I'd share some good ones that I'd recommend you add to your reading list for 2019. In a nutshell, measure what matters, understand who your work impacts and how you impact them, and take a real interest in co-workers. I believe the latest edition was updated in 2004. Mortimer J.

Leadership 151

Leadership Guidelines Travel Culture 151

Retently

JULY 28, 2023

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. Yet, t he term Chief Experience Officer is relatively recent compared to a similar role – the Chief Customer Officer (CCO).

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Horizon CX

DECEMBER 31, 2018

What changes in CX are in store for 2019: I think we are hitting a plateau in CX to some extent. With rumors around a recession coming in 2019, that might be giving some organizations the jitters and investments in some areas of CX might be held off over the coming year. But, from that moment onward, I have never looked back.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. He has been named one of the “Top 100 Digital Marketers of 2019” by both Brand24 and BuzzSumo and a “Top 50 Social Media Marketing Influencers to Follow” by TopRank. David Avrin. Denise Lee Yohn. Ian Golding.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. He has been named one of the “Top 100 Digital Marketers of 2019” by both Brand24 and BuzzSumo and a “Top 50 Social Media Marketing Influencers to Follow” by TopRank. David Avrin. Denise Lee Yohn. Ian Golding.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Wired and Dangerous

MAY 15, 2021

The Public Service Stability Agreement 2013-2016 (Haddington Road Agreement) between the Government and the Public Service Unions, sets out a series of pay and productivity measures to be implemented in the Public Service over the period 2013 to 2016 ( [link] ). Door of the tenant or the property managers have?

Insurance 91

Insurance Exercises Resources Measurement 91

CSM Magazine

DECEMBER 12, 2019

Card fraud is a threat that the finance industry cannot tackle alone, which means that it is the responsibility of all companies in the chain to take preventative measures and secure data. According to Verizon’s 2019 Payment Security Report , (PSR) there has been a negative trend globally for companies reporting full compliance with PCI DSS.

Contact Center 52

Contact Center Call Center Call Recording Report 52