ijgolding

AUGUST 12, 2014

I first met Martin at a customer service conference in 2009 – his knowledge, passion and expertise is infectious – his collaboration with Carolyn has produced a resource that is a ‘must-read’ in my opinion. The Roadmap for Social Customer Service.

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

West Monroe

APRIL 22, 2024

Once the to-be is drafted and socialized, we recommend leadership also develop a robust technology roadmap to guide the transition to target state. Future value creation Tony Bloom's 2009 investment in the construction of the Amex stadium for Brighton F.C.

Government 52

Government Sports Resources Leadership 52

ShepHyken

JULY 31, 2018

There are three levels where a company may be at in their roadmap to customer optimization. Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

There are three levels where a company may be at in their roadmap to customer optimization. Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

Customer Alignment

MARCH 2, 2018

The average tenure also lengthened from 23 months in 2009 to 34.5 Day 61-90: EXECUTE a roadmap which breaks down how and when you will get to the blueprint Establish and agree the high-level work streams with the wider working team. Ensure these work streams underpin the blueprint and structure them into a time bound roadmap.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. Some examples include: Product tools like analytics, roadmapping, and feature-tracking.

Software 60

Software Customer Success Tools Customer Centricity 60

Qualtrics

AUGUST 7, 2019

I moved to Seattle in 2009, worked as an SDET on the SharePoint Developer team for another 3 years, and then transitioned to SDE role in the Microsoft SQL org. Two weeks in, John Thimsen offered me the opportunity to own a product, called Site Intercept , and drive the engineering roadmap for it.

Software 36

Software Management Healthcare Culture 36