ijgolding

NOVEMBER 17, 2016

KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization. This post originally appeared on the CXPA Blog on November 10, 2016.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

InteractionMetrics

JUNE 19, 2023

UX is that customer experience spans the ENTIRE customer journey. When done well, both disciplines use touchpoint maps, observational studies, and scientific methods to identify friction points and opportunities. i] In this way, having a customer experience czar makes a whole lot of sense.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Bob Hayes

MARCH 28, 2015

According to Wikipedia , statistics is the study of the collection, analysis, interpretation, presentation, and organization of data. ” While the number of searches for “big data” and “analytics” has increased, the number of searches of “statistics” has decreased steadily since 2004.

Analytics 40

Analytics Analysis Customer Experience Professionals Data 40

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

This happens when customers receive too many surveys, become frustrated and start ignoring them. There are generally four good reasons and ways to use surveys to collect customer feedback: Tracking studies utilize data from surveys to help both parties manage their relationship. Customers love to be heard.”.

Survey 73

Survey Feedback Touchpoint B2B 73