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Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining, This Is…

Beyond Philosophy

Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction. Complete this short survey.

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A utility’s journey to a more digital customer experience

West Monroe

Becoming digital doesn’t mean that traditional ways of working with customers will evaporate overnight. Traditional media can and should still be used to avoid potentially ostracizing a subset of its customer base. It’s clear that utilities need to be able work with their customers in a mobile friendly way.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

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.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

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.

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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.