Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Gainsight

MARCH 1, 2024

Victoria Waterman Senior Director, Global Customer Success, AdRoll Years in CS : I’ve been in customer success since 2014, so it’s been about ten years in total. I think once this happens, it will allow for more customer-centric metrics to be directly tied to business goals, which, in turn, will increase retention and revenue.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Experience Investigators by 360Connext

APRIL 30, 2015

Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service! Added by Anne Reuss on Feb 28, 2014.

Brands 110

Brands Retail Consulting Touchpoint 110

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

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. Customer Experience Strategy. that is right….professional

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Online communities are now mainstream business tools.

Social Media 100

Social Media How To Innovation Software 100

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . Join Lior Arussy and Bruce Temkin as they discuss: Clear, actionable steps to design an effective customer journey map. Techniques that will elevate your customer journey mapping to the next level . ? CEM Certification – October 21 – 23, 2014. . .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

Experience Investigators by 360Connext

JANUARY 30, 2015

A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Why do many retailers feel the customers don't need to touch anything?

Customer Service 110

Customer Service e-support Social Media Leadership 110

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. @JeanneBliss. Andrew Neff.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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

Strativity

OCTOBER 31, 2014

October 2014 News & Insights. Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Sign up to watch Lior Arussy’s presentation from The Conference Board’s 2014 Change Management Conference. November 17, 2014.

Customer Journeys 52

Customer Journeys Conference Customer Centricity Employee Engagement 52

ijgolding

OCTOBER 2, 2017

The formation of the Customer Experience Professionals Association (CXPA) was truly a watershed moment for those of us who actually possess the skills and competencies to embed a sustainable focus on managing and improving the experiences customers have with organisations. It is my vocation.

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

SuiteCX

FEBRUARY 15, 2016

days between 2010 and 2014,” and that “high-‐skilled jobs that require judgment, creativity and technical skills generally require longer, more intense job screening processes.” Return again and again to the process Improving the customer experience is never a one-‐and-‐done effort.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

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

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. What is the customer experience inflection point? Figure out where customer needs have shifted and where your competitors excel. Listen to customers, employees, and the market. Listen to your customers. But, customers can''t control your internal decisions.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Thunderhead

MARCH 25, 2019

The customer experience community is experiencing long-awaited and significant shifts in attention. This is driven in a large part by the digital economy and the success of new business model innovations such as direct-to-consumer and the subscription economy. Back in 2014, Thunderhead was embarking on a journey of our own.

Customer Journeys 40

Customer Journeys Customer Centricity Analytics Report 40

SaleMove

MAY 8, 2018

Rather than relying on ‘gut instincts’ and raw data, a design-focused company truly empathizes with the customer, challenges assumptions in favor of innovation, and finds the ‘why’ behind customer decisions to uncover deeper meaning. It’s touches like these that help keep the customer happy. In Conclusion.

Omni-Channel 40

Omni-Channel Strategy Customer Journeys Customer Centricity 40

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). In 2006, the most common reason customers visited a branch was to deposit funds. Wows and Woes Study.

Banking 48

Banking Customer Experience How To Financial 48

Second to None

APRIL 9, 2018

Mary Beth Laughton, who had been the company’s svp of digital since 2014, assumed a new title as evp of omni retail. The company had to take a step back and consider how the customer today shops, and then realign itself accordingly. “The The decision was a sign of the times, said Laughton.

Brands 54

Brands Retail Loyalty Fashion 54

Alliance by IFS

OCTOBER 8, 2019

Roos concluded by saying, “When it comes to customer value, this combination is absolutely greater than the sum of its parts.”. Zack Bergreen, CEO and Founder of Astea noted, “We’ve long admired IFS’s growth and global scale and know that they share our customer-centric approach to Field Service Management. About Astea.

Leadership 93

Leadership Financial Telecommunications Software 93

Strativity

AUGUST 19, 2014

Hackensack, NJ (PRWEB) August 19, 2014. AMSI) Customer Service Development Director, Tracy Riazzi and Strativity President Lior Arussy on Tuesday, September 10th as they discuss how they went beyond a score to change company culture and improve employee satisfaction, which in turn is driving higher profits and increased customer loyalty.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

Strativity

AUGUST 5, 2014

Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. His strategic framework converts organizations from product to customer centricity.

Customer Journeys 40

Customer Journeys Tools Case Study Customer Centricity 40

Gainsight

OCTOBER 15, 2020

It is rare for a company to create a new category and build a complimenting and innovative software. Gainsight is part of those unique breeds of businesses that have accomplished this by helping create the category of customer success, and the solution—Gainsight CS. To Tim, this customer-centric marketing makes good business sense.

Customer Success 40

Customer Success Marketing Software Customer Centricity 40

Engine Insights

OCTOBER 2, 2015

In 2014 Dow Jones conducted its first employee engagement survey since its acquisition by News Corp in 2007, in recognition of the vital importance of listening to and having regular dialogue with employees at every level. Looking to the future – a focus on becoming more customer centric. Mark Musgrave, Dow Jones.

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. It is three-quarters of a mile long!!) My final thoughts are as follows.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Natalie Petouhof

MAY 25, 2016

After a home fire struck one of Stagg’s relatives in 2014, the co-founders realized the shortcomings of existing smoke detectors and set out to build the world’s safest and smartest smoke alarms. Market-leading and early adopter organizations must account for how IoT initiatives deliver a customer- centric experience.

Innovation 45

Innovation Connections Analysis Leadership 45

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

SurveySparrow

NOVEMBER 15, 2019

Then around 2014, you began delving into the customer experience sector. I think it was in 2013, while covering the marketing and advertising space, that I started hearing more and more about the need for companies to be more customer-centric in order to transform the user experience.

Advertising 71

Advertising Chatbots Survey e-support 71

Smith+co CX

APRIL 7, 2014

Compare this to someone like Barclays who invest heavily in innovative product solutions such as Pingit , yet seemingly struggle to create memorable customer experiences. There are definitely benefits to omni vs multi-channel but we need to take a more customer-centric view and we need to simplify the language.

Omni-Channel 31

Omni-Channel Multi-Channel Touchpoint Banking 31

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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. He helps employees in engaging customers through a personal connection.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

JANUARY 25, 2022

EarlyBirds is a platform that provides an open, innovative ecosystem. With a vision to speed up capacity, culture, and innovation, the innovation platform assists businesses in all stages (startups as well as scale-ups). Over millions of innovators and hundreds of subjects, experts are active on EarlyBirds. EarlyBirds.

Company 10

Company Innovation Self Service Culture 10

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., October 21-23, 2014. To register for the Orlando, FL program, October 21-23 2014, visit this link. Mapping and prioritizing the customer journey.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40