Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Customer Journey Mapping is another case in point.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

CX Ahead

FEBRUARY 27, 2018

People tend to forget it, but customer experience (CX) is not a trend, a nice to have or doing the right thing. One that drives revenue through a focus on customer value, enriching relationships and reducing price sensitivity and churn rates. It is a business strategy.

Omni-Channel 52

Omni-Channel Company Entertainment Customer Centricity 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

FEBRUARY 23, 2016

Empowering people to use their hearts AND their heads, can have an immensely powerful effect on not just the employee – it also has an immense effect on the experience that customers will have in interacting with them. Steve has owned his own bar and restaurant in the past and is a real stickler for Customer Experience.

Customer Experience 120

Customer Experience Customers Engagement Customer Experience Professionals 120

Talkdesk

MAY 23, 2019

What brought you to working on customer experience today? Shell went through some changes in 2004 and I left and decided I was going to try and do something a bit more independent. I mean I’ve built propositions that had service in it, but I’m not a service professional. I don’t really have a career.

Customer Experience 8

Customer Experience Groups Customer Experience Professionals Training 8