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. I would say timing, leadership and competitive pressures really have opened the door for us,” says Amanda. Implementing CX Beyond the Local Level .

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

Customer Bliss

JANUARY 4, 2019

Today’s podcast is the last replay featuring “best of” content from 2018. He spoke to senior leadership (the C-Suite), frontline employees from in-patient nursing units, ambulatory clinics, nurses, care techs, and even environmental services workers. Alan gathered feedback from a myriad of groups in the hospital.

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. Thanks in large part to heightened focus on the consumer and associated data, consumers are now involved earlier in product and service development. Data strategy. Data sourcing. Executive engagement.

Customer Experience 58

Customer Experience e-support Customers Study 58

Alida

SEPTEMBER 21, 2018

Be an expert in ethical customer data management. She said now is the time for insight professionals to raise their voice and position their teams as experts in the management of customer data. Customer data should only be collected with the customer’s consent.”. Taking a relationship-based approach is a good start.

Innovation 145

Innovation Feedback Customers Engagement 145

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. This simple statement signified the beginning of an authentic relationship between DTE workers and leadership, which continues to generate value for the company today.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

Trends 74

Trends Customer Success Effort Score ROI 74

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. Why your leadership should care about CX. Use Kapiche with all customer feedback data including NPS ® , CSAT, customer survey, and product reviews!

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

ShepHyken

AUGUST 13, 2018

Savannah Now) Here’s how much I hate calling customer service: I wasted $120 over six months just to avoid calling AT&T to turn off data service on two iPads I was no longer using. Then we do “leadership-type” things. The post 5 Top Customer Service Articles for the Week of August 13, 2018 appeared first on Shep Hyken.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

MARCH 19, 2018

However, it’s difficult to get right and requires top-leadership attention. Coffee, doughnuts and Big Data: Q+A with Dunkin’ Donuts VP Sherrill Kaplan by Mike O’Brien. The post 5 Top Customer Service Articles For the Week of March 19, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Infographics Case Study Loyalty 81

Michel Falcon Experience

JANUARY 16, 2018

The number one strategy that you have to have in your business, if you want to improve your customer experience, is that your leadership team must exemplify the type of customer experience that you want your employees to roll out to your customers. These strategies are going to help you with all those things, so let’s get right into it.

Strategy 128

Strategy Customer Experience Tips Social Media 128

Gainsight

NOVEMBER 13, 2018

In case you missed it, or just want to relive the magic, we’ve summed up some memorable moments and takeaways from Pulse Europe 2018. A popular theme at Pulse Europe 2018 was CS > CSM. Support and Services teams should be able to access customer data so they can be aware of any patterns of risk.

Customer Success 68

Customer Success Multi-Channel Effort Score Customers 68

Hero Digital

SEPTEMBER 21, 2018

Thought leadership. We’re excited to have our team of strategy, design, engineering, marketing, and data experts there – and would be thrilled to talk about how we can help you get more out of your Sitecore investment. The post Meet Hero at Sitecore Symposium 2018 appeared first on Hero Digital. Emerging trends.

Meeting 41

Meeting Wireless Conference Leadership 41

CX University

SEPTEMBER 11, 2018

Ask employees why they join and why they stay,” says Chief Administrative Officer Fred Steckler (DNA of Engagement, 2018). Town hall meetings are held on an organizational level and at a functional level, giving leadership a bird’s-eye view of engagement and morale. Accessed on July 19, 2018. Accessed on July 19, 2018.

Management 209

Management Employee Engagement Government Engagement 209

CloudCherry

FEBRUARY 3, 2019

So, you put your Marketing hat on and realize that it’s going to take 3-4 smart lists, a quick data cleanse, a new field with picklist values, and a nested smartlist with complex and/or criteria. what kind of data can you provide?”. The simple answer is you can’t back-track data, you have to start now. We master the data!

NPS 150

NPS Survey Marketing Customer Journeys 150

Help Scout

AUGUST 15, 2018

Now in August 2018, we have new data and insights to share and continue the conversation. We wanted to collect this data to identify whether particular groups felt that their voices were being heard and whether they believe they belong at Help Scout. We had 72 teammates respond to the 2018 survey, our largest data sample yet.

Groups 40

Groups Survey Training Data 40

CloudCherry

SEPTEMBER 18, 2018

The first task is to collect the data (often over several months) to prove causation between CX initiatives and the company’s KPIs. Understanding what drives CEOs can help create a more compelling case – even when all the data isn’t in yet. When: Wednesday, September 25th, 2018, 9 am PST . Read her full bio here.

Financial 150

Financial Measurement Leadership Resources 150

AskNicely

FEBRUARY 21, 2018

May 25th, 2018… Does that date ring a bell? While you may think we’re urging you to celebrate rugby three-quarter back Matt Utai’s birthday, we’re actually talking about the day the General Data Protection Regulation (GDPR) goes into effect (a little less sporty, but way more important). Sounds pretty good, right? Transparency.

NPS 150

NPS Feedback Net Promoter Score Case Study 150

CX Accelerator

APRIL 11, 2018

At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. This is why (even with the overwhelming amount of data tying CX investment to revenue growth as shown here) so few companies actually follow through on customer experience initiatives.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance.

Financial 105

Financial Multi-Channel Marketing Analysis 105

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

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. The post Four Reasons Why Your B2B CX Strategy for 2018 Needs More Attention appeared first on Second To None.

B2B 63

B2B Strategy Customer Journeys Voice of Customer 63

Customer Bliss

SEPTEMBER 19, 2019

Additionally, Lisa looked at data, talked to a lot of people, met with leadership, frontline staff, and patients and families, to understand their point of view. CX #leadership #healthcare Click To Tweet. She has over 30 years of experience in leadership in a wide range of healthcare settings. She has her Ph.D.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

Customer Bliss

NOVEMBER 27, 2018

CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Oct 29, 2018 at 3:20pm PDT. Companies need to build relevant, personalized experiences. ? ?

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

Experience Investigators by 360Connext

AUGUST 19, 2020

Your outcomes have to relate back to your overall business and leadership goals . Without robust analytics programs, data analysts, and centralized views of the customer in a Customer Data Platform (CDP), tracking these measurements can be labor-intensive. Remember those leadership goals we talked about? Measurable.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

GetFeedback

JULY 23, 2018

Retail is changing in 2018. Most companies are good at collecting data about customer behavior, but it is frustrating to try to translate that data into a customer journey map that represents what your customers are really doing in relation to your brand. Step 5: Use available data to plot your customer journey map.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Real will also focus on expanding Strativity’s reach across the broad portfolio of clients within LRW Group, which acquired Strativity in early 2018. “We

Groups 98

Groups Consulting Leadership Innovation 98

CSM Practice

FEBRUARY 20, 2020

The solution to this challenge is to switch to a proactive data-driven customer success engagement model that allows for better optimization of customer success efforts. Why Should Customer Success Be Obsessed with Data? 1. At this stage, the customer success team has data but does not put it to good use. Actionable Insights.

Customer Success 52

Customer Success Data Engagement Effort Score 52

Alida

SEPTEMBER 14, 2018

That’s the key messages from Scott Miller, CEO of Vision Critical, when he delivered his keynote at the 2018 Customer Intelligence Summit. That’s because in a world of more data and more transparency, there’s also more uncertainty. Today some companies take only a year to reach that milestone. 5 stories of truly visionary companies.

Entertainment 133

Entertainment Customer relationships Retail Leadership 133

CX Journey

JUNE 17, 2019

It appeared on the Forbes site on November 14, 2018. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) It can help you get the right data to the right people at the right time.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

CX Accelerator

APRIL 11, 2018

At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. This is why (even with the overwhelming amount of data tying CX investment to revenue growth as shown here) so few companies actually follow through on customer experience initiatives.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

CXApp

JUNE 5, 2018

It seems like only yesterday we were looking ahead at 2018, trying to discern where things were headed. We’re sure you realize it, but we’re already halfway through the year. Today, we’ve witnessed nearly six months worth of market trends, or more specifically how things are shaping up for the year ahead.

Trends 40

Trends Strategy Marketing Data 40

West Monroe

MARCH 7, 2024

Recent cyberattacks by groups like Volt Typhoon, backed by China, have shown how these attacks can have widespread effect—especially on organizations that maintain critical infrastructure, house sensitive data, or provide critical services. Leadership plays a key role in setting this tone and supporting the governance structure.

Industry 40

Industry Government Leadership Healthcare 40

C3Centricity

APRIL 17, 2018

Econsultancy recently asked what effective leadership in the digital age is. Several key leadership qualities were found, including being ruthlessly customer-centric, data-driven, innovative, collaborative and agile. Being data driven. But automated data gathering doesn’t only happen online. Do you agree?

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

ClientSuccess

MARCH 20, 2018

Yesterday, March 19th, the 2018 MindTouch Top 25 Influencers and the Top 100 Customer Success Strategist list was announced. I know that Ari Hoffman, Marisa Delao, and many others worked really hard to bring to light the “Top Customer Success Strategists of 2018”. 2018 Top Customer Success Strategist Quotes. Ursula Llabres.

Customer Success 40

Customer Success Competitive Advantage eBook Customers 40

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. With advanced data and personalization, we should be able to provide truly personal and omnichannel experiences to customers.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Customer Bliss

JANUARY 26, 2018

This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. The report pulled in data from 21,000 companies, nearly 334 million chats and 17 million inquiry tickets. I always stress the importance of assessing your customer journey with the leadership team.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

Storyminers

JULY 6, 2020

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147