ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. It’s shocking to me still sometimes how far removed we are from being able to look through the eyes of our customers. I started EarlyBridge in 2004.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

InteractionMetrics

JUNE 19, 2023

Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. For an example of a “difficult to use” product, see my recent yogurt ordeal!) As customers, we have all felt the difference when a company makes UX a priority. But they should.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

CX Ahead

FEBRUARY 27, 2018

One that drives revenue through a focus on customer value, enriching relationships and reducing price sensitivity and churn rates. Jeanne Bliss , a CX thought leader, puts forward three fundamental truths on CX strategy: Customers are assets, not costs Customer experience professionals need to earn the right to do the work (i.e.

Omni-Channel 52

Omni-Channel Company Entertainment Customer Centricity 52

Talkdesk

MAY 23, 2019

Shell went through some changes in 2004 and I left and decided I was going to try and do something a bit more independent. But, and then around about, sort of, 2008, 2009 I thought, well if I’m going to make a fair go of this idea of being independent, then I can see the way the market was developing.

Customer Experience 8

Customer Experience Groups Customer Experience Professionals Training 8