Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. But as a CX enthusiast, where do you start?

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ShepHyken

APRIL 10, 2017

In addition, customer data gives you more insight into trends, what’s working, what’s not and more. The cost of NOT focusing on Customer Experience by Ian Golding. (I That’s just one of many insightful stats and facts that our friends at Sharpen have compiled. So, what’s your story, and how do you find it?

Omni-Channel 80

Omni-Channel Customer Service Self Service eBook 80

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! Ian, this trend has been steadily growing over the last few years. Dan Gingiss: Hey, speak for yourself, Ian. Ian Golding: Totally agree.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Lumoa

APRIL 24, 2018

Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. Blake Morgan Customer Experience Futurist, Speaker and Author. Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. Chip Bell Customer Loyalty Keynote Speaker, Trainer, Author.

System 338

System Effort Score NPS Net Promoter Score 338

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. Annette Franz – Customer Experience Consultant, Keynote Speaker, Author .

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Chattermill

MAY 12, 2019

We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. While we’ve learned a lot about customer experience from working with global top-tier CX companies, we’ve also picked up a ton of insights by making our way through lots of books written by business leaders.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Blake Morgan, Customer Experience Futurist, Keynote Speaker, Author @BlakeMichelleM | blog "The future of customer experience is around providing tailored and personalized customer experiences.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ShepHyken

JULY 11, 2016

by Ian Golding. (I I J Golding) I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

Talkdesk

DECEMBER 8, 2015

As always, I’ll be rounding up insights from around the web about what it means to achieve customer service excellence. CustomerThink’s Ian Golding is here to sort through the jargon. Check back next week for more customer service excellence insights! Happy Tuesday, readers! The modern customer is demanding. Never fear.

Customer Service 40

Customer Service Customer Centricity Customer Service Representative Contact Center 40

Pointillist

MAY 19, 2020

As customer demands and goals are evolving rapidly, customer-centric leaders are prioritizing investments in customer analytics and insights to meet their expectations and succeed in a highly competitive environment. “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER! High-performing organizations are 9.5X

Customer Journeys 94

Customer Journeys Measurement Report Management 94

ProProfs Chat

NOVEMBER 17, 2017

Video can enable easier customer authentication, increased emotional connections to customers, provide insight into technical support challenges and allows for more interactive services. Ian Golding. The consumer has expectations of experience and forward-thinking companies will deploy technology that enables this experience.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

ProProfs Chat

MARCH 30, 2018

Give them the training, tools, and authority and then hold them accountable Examine your policies and processes. Your goal is to gain insight on what needs fixing, so you can chart an informed course for increased customer satisfaction. Ensure that they have the empowerment and autonomy to resolve customer issues.

Customer Satisfaction 111

Customer Satisfaction How To Effort Score Contact Center 111