Thematic

FEBRUARY 19, 2024

Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements. Customer experience presents a lucrative opportunity for those who invest wisely.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

OCTOBER 19, 2022

Customer-led product strategy is about designing the best product experience. Align team and leadership on customer-led product strategy Most teams think they’re customer-centric. For example, customer lifetime value, retention, average contract value. Calculate the value of these customers.

Strategy 71

Strategy Banking Metrics Analysis 71

Alida

SEPTEMBER 21, 2018

Marketing is about work that matters for people who care,” Godin argued in his presentation. Rather than relying on email alone, for instance, have in-person kick-off meetings and final presentations when possible. Forrester Principal Analyst Rick Parrish took the stage to talk about customer experience (CX) transformation.

Innovation 145

Innovation Feedback Customers Engagement 145

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Industry Management Guidelines 129

ClearAction

OCTOBER 25, 2022

Your individual scores reveal your competencies in facilitating customer experience maturity, as described above. Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

NobelBiz

FEBRUARY 13, 2024

This tool is ingeniously designed to present client information alongside contact details before the call is made. It empowers agents with valuable insights, allowing them to tailor their approach and significantly improve the quality of interactions. Among its standout features is the Preview Dialer.

Call Center 59

Call Center Self Service Software Contact Center 59

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Customer experience'

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Hello Customer

MAY 17, 2020

With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be. At the same time we are also ambitious in terms of expansion in new countries where we would like to be present.

B2B 98

B2B Feedback Technology Customers 98

inmoment

JUNE 1, 2020

The VoC team has implemented a Coronavirus text analytics category and is updating senior management twice a week, calling out references to COVID-19 within VoC trackers including critical areas of the business like roadside assistance and Thrifty car rentals. Brands can also ask customers how they plan to behave in the future.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

SurveySparrow

AUGUST 14, 2023

Let’s explore how CXM elevates your customer experience game: Omnichannel Presence: Your customers love to dance to their tune. A robust CXM framework ensures your brand is present across various channels – online and offline. Employee Engagement : Behind every magical experience are passionate performers.

Customer Journeys 52

Customer Journeys Strategy Customer Experience Customer Centricity 52

Beyond Philosophy

OCTOBER 21, 2021

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. One of my leadership and career philosophies is “None of us are as clever as all of us.” It doesn’t connect your CRM with the point of sales to inform agents about the customers.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

C3Centricity

APRIL 2, 2018

Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery. A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. Seat-at-the-table and leadership.

Marketing 175

Marketing Handbook ROI Social Media 175

Peter Lavers

NOVEMBER 14, 2017

So, if you are leading an Analytics , Data Science or Insight team , where should you invest? Two analytics leaders lay down the “which skills” gauntlet. After a career spanning IT & then Underwriting, I spent 13 years creating & leading Customer Insight teams.

Data 40

Data Analytics Course Training 40

Hello Customer

MAY 17, 2020

With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be. At the same time we are also ambitious in terms of expansion in new countries where we would like to be present.

B2B 52

B2B Feedback Technology Customers 52

West Monroe

DECEMBER 11, 2022

” A volatile economic landscape—especially in a post-COVID banking world—presents more opportunities for digital capabilities to play a role. Customer expectations have changed, and banks must now compete on a product and service level as opposed to a traditional vertical business model. Customer Engagement.

Banking 52

Banking Marketing Self Service Financial 52

Natalie Petouhof

JANUARY 8, 2016

Are my strategies going to create the kind of lead conversion rates that will enable to expansion of my team and the respect that they should garner from the senior leadership team? I’ve outlined some of them in a new report Should the Chief Marketing Officer Oversee the Whole Customer Experience?

Marketing 40

Marketing Leadership Culture Analytics 40

SmartKarrot

AUGUST 17, 2022

Build and foster relationships with all contact levels, with emphasis on value-added relationships with executive and senior leadership. Manage the customer through the lens of the customer journey achieving all milestones along the way. Proactively manage customer health and engagement to mitigate business risk.

Customer Success 19

Customer Success Roadmap Conference Customer Centricity 19

SmartKarrot

MAY 12, 2023

Strategic thinking enables Key Account Managers to identify growth opportunities, prioritize rresources, and devise long-term plans that deliver results for both the customer and the organization. This involves not only clear and concise verbal communication but also the ability to create compelling written documents and presentations.

Management 10

Management B2B Analytics Case Study 10

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. It’s in that moment that you win a customer for life.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Qualtrics

JANUARY 19, 2017

And of those failures, 72% can be attributed to employee resistance and unsupportive leadership behaviors. Ron Ritter and Will Enger from McKinsey & Company outline three steps to align front-line behaviors with the overall customer experience vision, increasing the chance for your program to succeed. Source: McKinsey & Co.

How To 20

How To Leadership Travel Report 20

West Monroe

JANUARY 25, 2022

Even before the advent of remote lifestyles in March 2020, the consumer appetite for better digital processes, services and analytics was driving the transformation of bank customer experiences, products, and services. At the core of being digital, data often presents a multi-faceted issue in a banks’ journey to becoming digital.

Banking 52

Banking Financial Trends Multi-Channel 52

Waypoint Group

FEBRUARY 10, 2016

So, if you’re in this boat – you’re tired of fighting fires and trying to please your accounts that at the end of the day maybe aren’t the best fit for your company, why not use customer insights to your advantage ? Let’s say you’re the Customer Success Manager (CSM). Effective use of customer feedback.

Metrics 40

Metrics Feedback Analysis Sales 40

Customer Alignment

OCTOBER 2, 2017

If its value is recognised, why don’t more organisations learn from CX leaders and strive to deliver more consistent, predictable and enhanced experiences for their customers? A Harvard Business Review Analytic Services study of more than 400 executives helps shine some light on where leaders and laggards differ.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

COPC

MARCH 23, 2020

Todd Gorsuch, CEO of Customer Science, a CX Consulting firm in Australia, also feels that Work-At-Home operations can be set up quickly, but he cautions that the speed of deployment is dependent upon leadership commitment and the level of operational preparation the business has already undertaken. “If At COPC Inc.

How To 52

How To Policies Consulting Government 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

MAY 21, 2021

Accelerate customer lifetime value by defining the customer journey across all customer segments up to enterprise. Deliver meaningful, strategic, and tactical insight to the leadership team through customer feedback, business goals, key performance indicators, and customer analysis.

Customer Success 10

Customer Success Case Study Metrics Measurement 10

SmartKarrot

APRIL 26, 2021

Create NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric. Identify new tools and technologies to better serve the customer. Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Loloi leadership team.

Customer Success 10

Customer Success Net Promoter Score Ecommerce Multi-Channel 10

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Pick up the phone and call a customer. Present your product roadmap and get valuable customer input.

Survey 345

Survey Social Media Contact Center Call Recording 345

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Pick up the phone and call a customer. Present your product roadmap and get valuable customer input.

Survey 182

Survey Social Media Contact Center Call Recording 182

ClearAction

AUGUST 6, 2019

Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping. Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

AWS Machine Learning

NOVEMBER 18, 2022

Leadership sessions – Learn from AWS leaders about key topics in cloud computing. AI/ML Leadership session. Join Dr. Bratin Saha, VP of AI/ML at AWS, for the AI/ML thought-leadership session. AIM402-R (LVL 400) Extract AI-driven customer insights using Post-Call Analytics. Developers: start your engines!

Contact Center 79

Contact Center Training Leadership Innovation 79

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Successful VoC programs need strong text analytics solutions. Clarabridge. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ClearAction

NOVEMBER 16, 2023

Indeed, among companies participating in XM Institute’s State of Voice of the Customer Programs study, only “one-quarter think they are good at actually making changes to their business based on the program’s insights”. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195