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Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso – CB71

Customer Bliss

Before joining Zurich he worked from 2004 to 2015 at Vodafone Spain in several roles such as Head of Customer experience, Head of Strategic Planning or Head of Competitive and Business Intelligence. Your team should be a mix of inside/outside in terms of discussion and context around the work you are doing. The Pay It Forward Question.

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Is the Chief Experience Officer a Worthwhile Addition to the C-Suite?

Retently

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? How do you approach customer happiness in your company?

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The Power of Classroom Learning

Horizon CX

Clearly the decision, in that case, was to transform a culture rather than check the box on a form. The experiential nature of that class would have never made the case for D&I if that had been an online course. There’s also the issue of self-discipline when it comes to online learning.

Course 113
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The Power of Moderation – A 2020 Perspective

Horizon CX

In this reflective mode, I started thinking about my family background, education, and upbringing plus those organizations I’ve worked for over the years and how well my moderate-being fits within those cultures. I’ll try to summarize those 50 plus years of history succinctly. I learned to play guitar, but only moderately.

Airlines 100
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Does AI Mean the End for Contact Centres or Simply Higher Levels of Customer Care?

CSM Magazine

Video chat consistently gives you 90+% NPS and CSAT ratings. Demonstrated success in developing and scaling a strong entrepreneurial and innovative culture, attracting and retaining top talent, cultivating a sense of ownership throughout the organization, and leading successful teams. Text chat has less than 60% and ChatBots even less.

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Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?

Retently

Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse. The most well-known and trusted CX metrics right now are NPS, CSAT, and CES. Fosters a Company-Wide Customer-Centric Culture.

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Why invest in the Net Promoter Score?

Thematic

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In Read more about how NPS works here.