Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! I’m sending a huge, heartfelt thank you to all of the podcast guests I’ve interviewed since the launch of this podcast back in 2016. About Amanda Sachs.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! And it will serve as a guide to help choose future courses of action.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

OpinionLab

SEPTEMBER 16, 2016

Often, you will have different teams and divisions overseeing each of these different operations, which makes providing a consistent and rewarding omnichannel customer experience difficult. Of course, your customers don’t care about any of this.

Voice of Customer 60

Voice of Customer Omni-Channel Touchpoint Customer Centricity 60

CX Journey

JANUARY 11, 2017

It appeared on their blog in August, 2016. I'm often asked about the future of customer experience: What does it look like? These are two important tools that customer experience professionals must have in their toolboxes in 2016 and beyond. to use to take the customer over the line. What am I talking about?

Data 80

Data Analytics Customer Experience Professionals Tools 80

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Qualtrics

NOVEMBER 6, 2019

You call Mastercard of course. It’s like trying to land a plane on an aircraft carrier,” says John Goodwin, Vice President of Customer Intelligence at Mastercard. There was no centralization or standardization of our customer experience data at all the different customer touch points we have,” says John. “We

Voice of Customer 33

Voice of Customer Touchpoint Hotels Customer Experience 33