InMoment XI

NOVEMBER 22, 2017

This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field. You can expect to increase your CX prowess and learn new strategies and insights from some of the world’s most dynamic experts and customer-centric brands. View Article

Customer Centricity 0

Customer Centricity Leadership Strategy Brands 0

TechSee

SEPTEMBER 20, 2018

February 12, 2018, 10:14 am. Customer: Hi, I am having a problem…. Customer: I’m having a problem with my Internet. This would have resulted in an unnecessary expense for the company and a negative experience for the customer who would have remained without Internet until the technician arrived a few days later.

Omni-Channel 104

Omni-Channel Customer Centricity Contact Center Net Promoter Score 104

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. This report has rich insights about both B2B and B2C customer experience. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. This report: Highlights specific examples of Read More.

Report 145

Report B2C B2B Groups 145

Customer Bliss

DECEMBER 14, 2018

As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs , General Manager, Customer & Partner Experience at Microsoft. Implementing CX Beyond the Local Level .

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition.

Self Service 80

Self Service Customer Service Gamification CRM 80

CX University

FEBRUARY 13, 2018

So even before we talk about customer centricity, or about the change your customers and employees want, we need to discuss moose hunts. What on This Good Green Earth Is a Moose, and How Does It Keep My Business from Becoming More Customer-Centric? Accessed January 29, 2018. Go on “Moose Hunts!”.

Customer Centricity 67

Customer Centricity Airlines Policies Course 67

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer Centricity 40

Customer Centricity Strategy Marketing Leadership 40

ECXO

NOVEMBER 9, 2023

November 16 at 5:00 PM (CET) – 4:00 PM (GMT) – 9:00 AM (PDT) #cx #employeeexperience #designthinking #customerexperience #CXM Subscribe here on Linkedin: [link] Please help us welcome Karen, a luminary in leadership, organizational transformation, and Customer Experience (CX), as our esteemed guest lecturer and presenter.

Culture 52

Culture Connections Contact Center Leadership 52

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Leadership is starting to catch up, but their understanding of CX varies greatly!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Alida

SEPTEMBER 21, 2018

Forrester Principal Analyst Rick Parrish took the stage to talk about customer experience (CX) transformation. Sharing data from a recent Forrester report, Parrish said CX improvements across many industries have stagnated, creating a leadership gap. There is no right way to organize to be a customer-obsessed company,” he said.

Innovation 145

Innovation Feedback Customers Engagement 145

Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. So what does the year hold for customer service? As always, companies who provide great customer service have a huge advantage over companies that don’t.

Trends 63

Trends Social Media e-support Chatbots 63

ijgolding

FEBRUARY 5, 2018

Was HP a customer focused organisation at that time? In the 90’s, I can definitely say that HP was a very customer centric organisation – that is despite it essentially being an engineering business. However, towards the end of the 90’s, HPs leadership changed.

Culture 264

Culture Measurement Customer Centricity Hotels 264

CX Journey

JUNE 17, 2019

It appeared on the Forbes site on November 14, 2018. In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. Ultimately, it’s all on leadership.) Customers change.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

CX University

APRIL 12, 2018

March 15, 2018. CX University’s Mohamed Latib and his band of CX experts will be traveling the globe to provide CX Leadership Training workshops during the summer 2018 season. Customer experience has always been a survey, an afterthought, a checkbox. Crossword Puzzle: Customer Experience VOC and Insight.

Course 40

Course Travel Customer Satisfaction Study 40

Second to None

FEBRUARY 15, 2018

As a result, it is extremely important for brand leadership to implement compliance audit programs that consistently measure whether or not individual locations are following the rules. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1] [link]. [2]

Brands 69

Brands Leadership Customer Centricity Voice of Customer 69

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Many are unaware that infused in their brand DNA are 14 leadership principles.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Alliance by IFS

OCTOBER 8, 2019

Combined company will have strengthened leadership position in Field Service Management (FSM) by integrating two of the most established and well recognized players in the market. Roos concluded by saying, “When it comes to customer value, this combination is absolutely greater than the sum of its parts.”. H1 2019 vs. H1 2018.

Leadership 93

Leadership Financial Telecommunications Software 93

CX University

APRIL 15, 2018

April 15, 2018. Let’s make 2018 the year we follow the “rule of five.” CX University’s Mohamed Latib and his band of CX experts will be traveling the globe to provide CX Leadership Training workshops during the summer 2018 season. Crossword Puzzle: Customer Experience VOC and Insight. The CXU Brief.

Financial 40

Financial Culture Travel Customer Centricity 40

CX Journey

JANUARY 23, 2019

It appeared on their blog on May 8, 2018. While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. This is servant leadership.

Culture 94

Culture Leadership Customer Centricity Airlines 94

C3Centricity

APRIL 17, 2018

He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. What a Customer First Strategy is not. What a Customer First Strategy is.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. In order for your customer experience process to be sustainable and drive long-term transformation, it needs to be based on a company-unifying framework.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

JUNE 5, 2018

This can be done successfully by using CX tools, like journey mapping, which can be applied on a day-to-day basis for solving the obvious business challenges posed by the B2B CX strategy in 2018. Increasing the loyalty of their existing customers. Carrying out transactional and relationship surveys.

B2B 63

B2B Strategy Customer Journeys Voice of Customer 63

ijgolding

DECEMBER 1, 2017

In 2018, Ian Golding (that’s me), will officially become the author of a book. I published my first book – Foundations for Customer Centricity – in 2014. Unfortunately, this is contributing to a false perception that customer experience doesn’t work. Sometime in 2018! When will the book be published?

Insurance 148

Insurance Customer Centricity Customers Travel 148

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. In 2018, I flew 127 times. You guessed it – KLM.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

CX Journey

JUNE 17, 2019

It appeared on the Forbes site on November 14, 2018. In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. Ultimately, it’s all on leadership.) It is the cornerstone of customer-centricity.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

CX Journey

JUNE 5, 2019

It appeared on the Forbes site on October 18, 2018. The good news is that you've embarked on a customer experience transformation journey. In this two-part series, I will provide my thoughts on why customer experience transformation efforts stall or slow. After all, a poor experience is likely why customers aren’t buying.

Leadership 137

Leadership Culture Resources ROI 137

ijgolding

MAY 21, 2018

If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’ ; and ‘how are we going to continue to make our purpose a reality?’; Is it poor leadership? In 2018, businesses in all industries need to accept that the harsh reality is ‘transform or die’. My book, ‘Customer What? –

Retail 186

Retail Leadership Case Study Financial 186

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. 2016-2018: Excellence around execution.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Experience Investigators by 360Connext

JULY 30, 2019

It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. What is the Customer Experience Gap? These are the combination of traits I see that make for winning customer experience teams.

Customer Experience 137

Customer Experience Net Promoter Score Effort Score Metrics 137

ijgolding

AUGUST 3, 2018

In April 2018 I wrote an article for my column in customerthink – it was called ‘Transform or Die! If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’; Is it poor leadership? and ‘how are we going to continue to make our purpose a reality?’; Is it fear of change?

Case Study 191

Case Study Retail Study Policies 191

Experience Investigators by 360Connext

NOVEMBER 16, 2018

One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. Listen here for great tips on human-centric service design. Leaders need to talk the talk and walk the walk around customer-centricity.

Customer Journeys 236

Customer Journeys Wait Times Contact Center Trends 236

ijgolding

DECEMBER 14, 2017

We are now about to commence a new calendar year – 2018 – a year that will mark the seventh anniversary of the establishment of Customer Experience as a profession. There are many examples of successes in customer centric transformation – but not enough. Look out for it towards the end of January.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Kayako

APRIL 29, 2019

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. This extends not only to what the customer sees, but also how the organization has invested in capabilities to empower teams.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

CX University

MARCH 22, 2018

And if you are a member of the C-Suite and have not yet come around to customer-centricity, I hope to give you a few new ideas to munch on. One does not need to look very deep to see how customer centricity lies at the heart of every decision the company makes. Let Customer-Centricity Make Competitors Irrelevant.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

Alida

NOVEMBER 1, 2018

Cassie Mally, Director of UX Research at GoDaddy, illustrated the value of open-ended feedback in her session at the Customer Intelligence Summit 2018. They asked current customers and general consumers to choose from 5 names that the GoDaddy team proposed.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Totango

FEBRUARY 22, 2019

Today, I am pleased to share that we are adding three new executives to the Totango leadership team: Hamutal Russo, CFO; Bob Crissman, SVP of Channels; and Anne Ting, SVP of Marketing. He has also been named a top Channel Chief by CRN in 2016 and 2017, and received a Top Channel Chief Award from Channel Partners in 2018.

Industry 50

Industry Leadership Financial Customer Centricity 50