SuiteCX

NOVEMBER 3, 2015

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. from 2014 to 2019. Six Steps to Best-in-Class Customer Experience. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. Help everyone help your customers and make sure everyone wins when they work together.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. Subscription Renewal Rate is directly connected to customer success team performance.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? Amazon : To be the earth’s most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

CSM Practice

FEBRUARY 12, 2020

Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. Driving Customer Centricity with Data: [link].

Strategy 52

Strategy Data Customer Success Customer Centricity 52

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. Subscription Renewal Rate is directly connected to customer success team performance.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. Subscription Renewal Rate is directly connected to customer success team performance.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. You can connect with Mark on LinkedIn here. How to make processes and meetings organic and moving towards One-Company Leadership.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

CSM Practice

MAY 22, 2020

Base only plan focus CSM on reactive responsibilities, such as customer support and training. It also indicates an overall lack of customer-centricity and KPI clarity for the organization. The company was founded in 2014 and is headquartered in Sunnyvale, California. 2. Base + BonusPlan.

Customer Success 126

Customer Success Metrics Effort Score Customer Centricity 126

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. 1 UK Attraction ” on Thursday, October 30th 2014.

Leadership 154

Leadership CEM Sports Hotels 154

Customer Guru

MARCH 7, 2018

She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014. The primary differentiator of UAE Exchange is its customer-centric approach.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

CSM Practice

FEBRUARY 20, 2020

As a result of the insights and resultant playbooks, the customer success team continually drives business outcomes for their clients at scale and in a proactive manner. This stage is the height of customer success maturity where the entire organization becomes customer-centric. Improve Communication. Related Links.

Customer Success 52

Customer Success Data Engagement Effort Score 52

Horizon CX

DECEMBER 31, 2018

The onus is upon the CX practitioner to help educate corporate decision-makers and connect the dots for them without coming across as a hard-sell. Not all organizations are going to have a CEO with that kind of mindset, but that kind of mindset needs to exist in some capacity within every organization intending to become customer-centric.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. Connect With Margie. Margie is on LinkedIn.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience . His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. Downie is committed to the idea that leadership is key for having an excellent Customer Experience.

Leadership 68

Leadership Sports Hotels Social Media 68

Natalie Petouhof

MAY 25, 2016

Inability of traditional smoke detectors to connect to data centers about weather issues such as tornados, earthquakes, and floods. Inability of existing smoke detectors to deliver alerts when the house power connection is down. The customer can set up a one-touch call to the fire department if the situation calls for that action.

Innovation 45

Innovation Connections Analysis Leadership 45

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience . His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. Downie is committed to the idea that leadership is key for having an excellent Customer Experience.

Leadership 60

Leadership Sports Hotels Social Media 60

CX University

APRIL 12, 2018

CX University’s Mohamed Latib and his band of CX experts will be traveling the globe to provide CX Leadership Training workshops during the summer 2018 season. In the last decade, through the Great Recession, mastery in customer experience has delivered a CAGR of 15%. Ever taken a summer road trip? Things have changed, big-time.

Course 40

Course Travel Customer Satisfaction Study 40

Natalie Petouhof

DECEMBER 14, 2015

And not meeting customer expectations means customers will no longer be customers. They will patronize competitors who have maximized their digital dexterity because the customer experience will be more optimized to be customer-centric. For instance, how does the organization connect with its customers?

Report 40

Report Company Leadership Technology 40

Beyond Philosophy

JULY 9, 2015

Women said they felt strongly connected or somewhat agreed with the following causes: 63% to increase access to clean water; men were at 56%. Women said they felt strongly connected or somewhat agreed with the following causes: 63% to increase access to clean water; men were at 56%. 57% to eradicating world hunger; men were at 50%.

Brands 60

Brands Net Promoter Score Effort Score Case Study 60

Gainsight

MAY 7, 2019

As if that wasn’t enough, she’s also an award-winning bestselling author and the mind behind, “ Mobilized: An Insider’s Guide to the Business and Future of Connected Technology.”. With over 20 years in product management, he’s dedicated to sharing his expertise and connecting other product managers across the globe.

Industry 49

Industry Conference Consulting Software 49

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Currently working at Qualtrics as a Sr. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Elevio

APRIL 12, 2017

Originally when I joined in May of 2016, I was Shinesty’s Director of Customer Experience. My role has since expanded to the Director of Experience, overseeing the customer as well as the employee experience. Connect the customer with someone who can solve the problem. Everyone needs feedback, even leadership.

Effort Score 40

Effort Score Airlines Measurement Brands 40

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

Social Media 45

Social Media Conference NPS Customer Success 45

Vonage

JULY 29, 2015

Here’s why: The number of interactions between customers and employees is nearly infinite, and the chances to get things wrong or right are nearly innumerable. There’s no way someone in a leadership position can dictate how every single one of those employee-customer interactions will play out. How to get started today.

Culture 120

Culture Customer Service How To Social Media 120

Experience Matters

APRIL 7, 2015

Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform. Clarabridge is the only platform that can easily connect to all sources of customer feedback and analyze it in aggregate. We brought the industry’s first customer engagement hub to market.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Experience Matters

FEBRUARY 23, 2015

This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty.

Customer Connectedness 120

Customer Connectedness Customer Experience Infographics Video 120

Customer Guru

MARCH 7, 2018

Kanika Tekriwal founded JetSetGo in 2014. Under her leadership, JetSetGo enjoys a client satisfaction rate of 98.2% JetSetGo was founded in 2014 by Kanika Tekriwal to address issues faced by Private jet users as well as owners. What is your word of advice for businesses embarking this journey of customer-centricity?

Competitive Advantage 73

Competitive Advantage Airlines Hospitality Hotels 73

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Gallup views the customer as one part of the customer-centric model.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40