Beyond Philosophy

NOVEMBER 10, 2014

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

MARCH 12, 2019

I recognize that there’s a couple big ballers in the audience that have billion dollar companies and, I’m not there yet, but if we strip everything away, the industry and the size of the company, what the commonality is, is we’re managing one thing: human behaviour. Thank you very much.

Culture 12

Culture Employee Engagement Company Engagement 12

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michel Falcon Experience

APRIL 11, 2019

Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. Best place to work in Canada in 2006, second best place to work in all of Canada 2007. Truth be told, I started my career as customer experience management being the thing.

Culture 60

Culture Leadership Hospitality Meeting 60

Qualtrics

JANUARY 22, 2019

One of the most powerful things you can do is just give them that unfiltered access to their performance results, so when their team leader comes over and it’s time for coaching, if there’s a bad survey, then go listen to the phone call, you can look at exactly how the customer answered every single question and the exact commentary.

Voice of Customer 33

Voice of Customer Hotels Survey Call Center 33