Tricia Morris

JULY 23, 2015

Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. consumers say customer service is important in their choice of and/or loyalty to brands.

Innovation 40

Innovation Customer Service CRM Customer Service Representative 40

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Industry 100

Industry Culture Metrics Customer Centricity 100

CSM Magazine

AUGUST 10, 2017

However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand. The race towards customer-centricity is driving some the biggest trends in business technology. This is a costly mistake.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Think Customers

JUNE 23, 2015

These organizations also strive to make it easy for customer-facing employees to provide customers with seamless support to ensure that both customers and employees have exceptional experiences. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Centricity 40

Customer Centricity Innovation Customers Feedback 40

Experience Investigators by 360Connext

DECEMBER 29, 2014

Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better? Prevent customers from making negative associations with your brand by creating positive microinteractions. 5 Most Awful Customer Experience Solutions of All Time.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. The result: happy, loyal customers. Congratulations to this year’s winners: Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

AUGUST 21, 2016

That usually requires departments to work together to resolve the root causes of issues — that’s harder and takes longer, but it’s what’s needed to build trust that earns loyalty. What do you see ahead for 2015? Brands will be pushing harder on the customer experience manager to show business results. A: Yes and no.

Brands 54

Brands Customer Experience Social Media Customer Journeys 54

ClearAction

MAY 28, 2015

That usually requires departments to work together to resolve the root causes of issues — that’s harder and takes longer, but it’s what’s needed to build trust that earns loyalty. One of the executives would often ask in meetings: “Are we deciding on this because we’ve been bankers for so many years, or because customers told us?”

Company 48

Company Customer Experience Social Media Customer Journeys 48

Pointillist

MAY 23, 2018

Once you include call center systems, point-of-sale systems and other customer touchpoints beyond marketing, the only way to seamlessly engage with your customers is through journey orchestration. Cross-Channel Campaign Management and Marketing Automation are Not Customer Focused. One-on-one interviews.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Tricia Morris

AUGUST 21, 2015

In the future, sales, marketing and customer service must be connected (and preferably on a single platform) so that the customer experience is consistent. Four Areas that Must Be Coordinated in Customer Success Management: strategy, processes, leaders, and data. Hire a happiness hero, customer champion or happiness engineer. (2)

CRM 40

CRM Customer Focused Self Service Conference 40

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Bell is a renowned keynote speaker and the author of several best-selling books.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40