Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Customer Journey Deliberations. It’s a hot topic.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Customer Bliss

MARCH 30, 2017

IBM was among the first larger brands to open a customer experience lab, and at the time they noted three major goals: Enhanced customer insight: The goal was to better predict individual customer behavior across multiple channels. ” The Humana customer experience lab.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

delighted

JANUARY 7, 2020

This means that brands need to measure and manage customer experience at every stage of the customer journey, and nothing highlights this more than how disappointed customers currently are in the quality of mobile brand interactions. eNPS is commonly used as a happiness metric within a wider employee engagement context.

Trends 40

Trends Brands Customer Experience Survey 40

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards. and Harvard Business Publishing, were honored at the conferences 2014.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130