Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. 5 Customer Convenience Considerations (Before You Change Anything!). Customer or Company Mission? Customer Experience is…What, Exactly?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

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

Experience Investigators by 360Connext

OCTOBER 31, 2014

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?

e-support 197

e-support Social Media Consulting Customer Centricity 197

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

Qualtrics

DECEMBER 5, 2019

What is disruptive innovation? The term ‘disruptive innovation’ is attributed to Harvard professor of business Clayton Christiansen , who helped develop the concept in the 1990s. The term is now applied to any business that shakes up the status quo of a sector and finds new ways to compete for customer dollars. Request a Demo.

Innovation 43

Innovation Brands Ecommerce Video 43

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

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

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

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

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

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Confirmit’s commitment to fostering innovation is nothing new. We brought the industry’s first customer engagement hub to market.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Strativity

OCTOBER 28, 2014

Hackensack, NJ (PRWEB) October 28, 2014. Expertly executed Journey Mapping acknowledged as the cornerstone of successful customer experience innovation. Strativity Group, a global customer experience transformation firm, is listed in the October 2014 Forrester Research, Inc.

Customer Journeys 40

Customer Journeys Report Customer Centricity Groups 40

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

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

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

Customer Guru

MARCH 7, 2018

Kanika Tekriwal founded JetSetGo in 2014. JetSetGo was founded in 2014 by Kanika Tekriwal to address issues faced by Private jet users as well as owners. In three short years, we managed to wipe out the asymmetrical access to information with digital and logistical innovations to bring about a level playing field.

Competitive Advantage 73

Competitive Advantage Airlines Hospitality Hotels 73

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

Retently

MAY 9, 2024

Personalizing customer interactions, offering exceptional customer support, and proactively addressing concerns are key components that boost customer retention and trust in B2B markets. Customers are people who ultimately want to talk to other people when they have issues, suggestions and questions.

Customer Retention 130

Customer Retention B2B Customer Journeys Loyalty Programs 130

CX University

FEBRUARY 20, 2018

Businesses that have maintained an above-average American Customer Satisfaction Index (ASCI) in their industry for the ten years between 2004 and 2014, have delivered 400% the returns to shareholders as those with average scores (McKinsey, Putting customer experience at the heart of next-generation operating models).

Customer Experience 68

Customer Experience e-support Customer Centricity Effort Score 68

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 19, 2014

Hackensack, NJ (PRWEB) August 19, 2014. a global customer experience research and consulting firm specializing in driving employee engagement, performance and cultural transformation, has been named to Inc. The 2014 Inc. Strativity Group, Inc., magazine’s annual Inc. 5000 ranking of America’s fastest-growing private companies.

Company 40

Company Conference Employee Engagement Consulting 40