Doug Leather

MARCH 11, 2014

Surely everybody with some understanding of change management principles recognises that transformation requires an amended set of measures and/or the addition of some added measures to ensure focus and accountability? BT have become somewhat of a ‘poster child’ when it comes to Customer Effort Score in action.

Customer Centricity 60

Customer Centricity Measurement Net Promoter Score Effort Score 60

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Before starting her own firm, Megan served as the Vice President Principal Analyst, Customer Experience at Forrester Research. Kate Leggett Follow @kateleggett. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132