Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. You Will Now.

Case Study 142

Case Study Employee Engagement Study Engagement 142

Beyond Philosophy

NOVEMBER 10, 2014

Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. Keeping Customers results in a high increase in value. 26 August 2014. <

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. over the four quarters of 2014). to a high of 76.8

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

Tricia Morris

OCTOBER 22, 2015

This typically leaves employees feeling the organization doesn’t offer much information at all, or if they do, that’s it not current or accessible. And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. Engagement.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Natalie Petouhof

DECEMBER 14, 2015

Tweet The report by Capgemini, “ Organizing for Digital: Why Digital Dexterity Matters ” — conducted in collaboration with MIT Center for Digital Business — reveals that digital organizations reported outperforming competitors on key performance indicators, such as customer satisfaction and innovation.

Report 40

Report Company Leadership Technology 40

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. Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author .

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132