Horizon CX

JULY 15, 2019

My learning here was both interactive and memorable—two key learning elements. Now let’s take this to the current state of learning around the Customer Experience discipline. The inherent flexibility of online learning can often drag the learning experience much further out than originally intended.

Course 113

Course Training Entertainment Exercises 113

ShepHyken

FEBRUARY 19, 2019

About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. She is a Certified Customer Experience Professional (CCXP) and holds a Blackbelt in Six Sigma. It starts with having really authentic conversations.

Feedback 77

Feedback Customer Experience Professionals System Metrics 77

InteractionMetrics

JUNE 19, 2023

CX vs. UX: A Deep Dive UX focuses on an individual user’s interactions with products and websites. Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. Customers began to expect intentional, planned, and positive interactions with technology.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She has served clients as an independent consulting partner since 2004. Annette Franz. Denise went on to head Sony Electronic Inc.’s

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She has served clients as an independent consulting partner since 2004. Annette Franz. Denise went on to head Sony Electronic Inc.’s

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JUNE 23, 2020

Shep Hyken interviews Martha Brooke , founder of Interaction Metrics. They discuss effective strategies to getting useful customer feedback as well as the future of customer feedback. Top Takeaways: In unprecedented, chaotic and uncertain times, customer interactions are more valuable. Customers love to be heard.”.

Survey 73

Survey Feedback Touchpoint B2B 73

ijgolding

FEBRUARY 23, 2016

Let me give you an example – have you ever interacted with an employee of an organisation who has said something along the lines of: I completely agree with you – I have no idea why we do things this way, but that is how things have always been done! During our visit to ‘at the hollows’, Kingdom was ever-present.

Customer Experience 120

Customer Experience Customers Engagement Customer Experience Professionals 120