Myra Golden

DECEMBER 13, 2017

How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud.

Training 51

Training Customer Service Training Course Connections 51

CX Journey

MARCH 14, 2017

As customer experience professionals, we don't really own any budget, except for maybe listening tools, analytical tools, and personnel. But oftentimes, that budget sits elsewhere, e.g., marketing, operations, customer service, etc., But it feels like we, as customer experience professionals, get dinged for this.

Customer Experience Professionals 148

Customer Experience Professionals Innovation Technology Advertising 148

Strativity

JANUARY 18, 2018

He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy. He is the author of Customer Experience Management Rebooted, 2017. and is highly sought after for his insights and influence into quality customer experiences.

Groups 40

Groups Culture Marketing Consulting 40

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. Related Content.

Culture 100

Culture Voice of Customer Fashion Strategy 100

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Michelli Experience

MAY 30, 2017

in March 2017, they sold the Craftsman brand to Stanley Black & Decker) and engaging new creditors all in an effort to stave off continued revenue challenges like the $2.2 In a recent SEC filing the Sears Holding Company noted that it is selling property (e.g. billion they lost last year alone.

Customer Experience 113

Customer Experience Retail Social Media Trends 113

Stella Connect

JUNE 5, 2017

Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). VP Customer Experience Design, AARP. Celika Caldwell.

Call Center 40

Call Center Contact Center Conference CRM 40

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ERDM

JANUARY 22, 2019

If the agent clicks on the avatar, a detailed dashboard with deep information about that customer is presented. The end result is better customer service and a much more natural conversation between the customer and the agent. The agent now instantly has a lot of context about the shopper.

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

If the agent clicks on the avatar, a detailed dashboard with deep information about that customer is presented. The end result is better customer service and a much more natural conversation between the customer and the agent. The agent now instantly has a lot of context about the shopper.

Customer Experience 49

Customer Experience Video Sales ROI 49

Michelli Experience

NOVEMBER 1, 2017

If you don’t know about the adventures of Joshie (a lost stuffed animal that was returned to the child who owned him, complete with pictures of Joshie’s escapades at the hotel when he was separated from his owner), you can check out an archived blog of mine titled Giraffes are ESSENTIAL to your customer experience!

Customer Experience 173

Customer Experience Hotels Consulting Engagement 173

Chattermill

AUGUST 29, 2018

A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). Instead of waiting weeks or months, Looker customers can have their platform implemented in hours, due to the platform being packaged in a.jar file. Chattermill.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). Instead of waiting weeks or months, Looker customers can have their platform implemented in hours, due to the platform being packaged in a.jar file. Chattermill.

Technology 40

Technology Customer Experience Consulting Analytics 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? Meet Our Panel of Customer Experience Pros: Daisy Jing.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40