SuiteCX

DECEMBER 22, 2015

suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

Beyond Philosophy

NOVEMBER 24, 2014

Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. They might not be not what your management would like them to be. Sometimes this can be a tough sell to your senior management. NO, YOU DON’T. Please don’t fall into that trap.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

CSM Magazine

JULY 20, 2015

Customer experience management experts from Google, AT&T, Jumeirah Group, du, Emirates Islamic Bank and more are due to meet at the 2nd Annual Customer Experience Management Middle East this September in Dubai. Thomas Reby, Service Manager, SMB Services, Google. And many more.

Customer Experience Management 40

Customer Experience Management Customer Experience CEM Management 40

Beyond Philosophy

NOVEMBER 10, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Retently

AUGUST 9, 2018

By 2015, Cayenne sales generated around half of the Porsche’s total profit. After all, if you manage to anticipate customer needs (by the way, 51% of them expect you to be able to do that by 2020 ), they will have a much more pleasant experience with your brand. Why Is Customer Experience Management (CEM) So Important?

Feedback 104

Feedback CEM Net Promoter Score Social Media 104

Beyond Philosophy

NOVEMBER 6, 2014

This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Clarabridge

OCTOBER 27, 2015

This does not mean that their customer experience management (CEM) initiatives are failing. Forrester Research has released a new report titled, “The Revenue Impact of Customer Experience, 2015.” Harvard Business Review, 2014. ** Forrester Research, 2015. Until now, that is. And now you can prove it.

CEM 40

CEM Customer Retention Financial Report 40

Customer Interactions

JULY 7, 2015

Customer experience management can get tricky at times. While we feel that there is still some room for the CX industry to mature, there are definitely well accepted ways to start a CEM Program by gathering existing data about your customer touch points and measuring satisfaction etc.

CEM 28

CEM Measurement Metrics Customer Experience Management 28

Strativity

JUNE 16, 2015

. . June 2015 News & Insights. . . September 17, 2015 – New Jersey. October 15, 2015 – Los Angeles, CA November 19, 2015 – Dallas, TX. . June 18-19, 2015. The Conference Board 13th Annual Change Management Conference. August 11-13, 2015. Free Journey Mapping Webinar .

Customer Journeys 40

Customer Journeys CEM Conference Touchpoint 40

Beyond Philosophy

OCTOBER 28, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Retently

OCTOBER 1, 2018

According to our findings, these are the most common and popular ones: Clarabridge – A useful CEM (Customer Experience Management) platform that can help you improve the customer journey with relevant feedback. Also, it helps you improve all touchpoints. How to Collect Relevant Feedback for Your Touchpoint Map.

Customer Journeys 99

Customer Journeys Touchpoint Social Media How To 99

Beyond Philosophy

OCTOBER 20, 2014

Being Natural in your Customer Centricity requires an emphasis from senior management on down to having the right people as early as recruitment. This training, however, depends on the fact that your senior management team has agreed upon a specific emotional experience they want for their Customers. Hire People with a High EQ.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Responsetek

MAY 4, 2018

Thankfully this dilemma is starting to be addressed, one example is UK retailer TESCO, who, in 2015, decided to remove 30,000 of the 90,000 products from their shelves. At its heart, the decision was made to help enable choices to be made effectively and swiftly. .

CEM 40

CEM Consumers Brands Automotive 40

Beyond Philosophy

MAY 14, 2015

19 March 2015. 30 March 2015. Follow Colin Shaw on Twitter @ColinShaw_CX. Source: Morris, Tricia. Customers’ Desire for Speed Convenience Fuels Greater Demand for Self-Service” www.parature.com. The post The Problem with Self Service appeared first on.

Self Service 60

Self Service Exercises Analysis Call Center 60

ReviewTrackers

AUGUST 6, 2020

Our ReviewTrackers Academy offers six training courses and certification on Customer Experience Management. The ReviewTrackers Academy’s Customer Experience Management Training and Certification starts with an in-depth background of CEM, examples of corporate success, and the metrics behind that success. ReviewTrackers Academy.

Course 114

Course Marketing Social Media Advertising 114