Confirmit

JULY 10, 2019

He has been a chief architect for many companies, both B2B and B2C, guiding clients such as AT&T, Sears, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, Fannie Mae, and Midmark to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

ECXO

APRIL 26, 2023

The CCO is responsible for overseeing all aspects of the customer experience, while the CDO is responsible for UX; designing products and services that customers love to acquire and adopt. Customer-centric design – knowing your customer is about understanding their needs and preferences (known and discovered).

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Confirmit

JULY 10, 2019

He has been a chief architect for many companies, both B2B and B2C, guiding clients such as AT&T, Sears, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, Fannie Mae, and Midmark to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Confirmit

JUNE 26, 2019

He has been a chief architect for many companies, both B2B and B2C, guiding clients such as AT&T, Sears, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, Fannie Mae, and Midmark to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

West Monroe

MARCH 22, 2018

Banks are still addressing the same overall types of challenges: building modern platforms to use the data in their legacy systems and building a culture of digital customer-centricity. Our research shows customer-centricity is heavily impacted by employee culture and we heard some real life success stories around this at Dreamforce.

Banking 49

Banking CRM B2C Culture 49

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. They now are placing their trust in one bank they view as a “one stop shop.”. Consistently Remarkable Service. Cultural Change.

Banking 40

Banking CRM Loyalty Customer Centricity 40

Gainsight

DECEMBER 23, 2019

I think we all know data’s the biggest impediment for most companies to becoming customer centric very clearly. But what made it a little bit more interesting is the idea that in B2B, which most companies on this call probably are, the customer experience is significantly behind B2C. There’s a huge gap.

Trends 52

Trends Customer Success B2C B2B 52

ECXO

DECEMBER 20, 2023

Next, your customers have become your biggest regulators and they aren’t impressed with just any personalisation. Add in the fact some B2B, and certainly B2C companies, are still struggling with data management. They are also cautious about sharing their data.

Customer Experience 52

Customer Experience Effort Score B2B ROI 52

SurveySensum

JANUARY 12, 2024

These businesses show a dedication to a shared path of progress by allowing consumers to beta test new products and by publicly releasing product roadmaps that are based on feedback from users. These tips aim to help you transform your approach so that your brand becomes known for its customer-centric practices and personalized engagement.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

SuiteCX

JANUARY 19, 2015

Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Pointillist

MAY 23, 2018

How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Your Needs: Transform an organization to become more customer-centric. Communicate and align the organization around a customer-centric model. Journey Mapping.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

SurveySensum

SEPTEMBER 19, 2022

Every business wants to listen to its customers and take corrective measures. The voice of the customer gives proper insight into what customers feel and helps decision makers to update their roadmap in the direction of the customers’ expectations. Channels to capture the voice of the customer .

Voice of Customer 52

Voice of Customer Social Media Feedback Analysis 52

Kustomer

AUGUST 19, 2021

“I cannot emphasize this enough, every opportunity you have as a leader in the internal communications, tell customer stories. Doing so can really transform the C-Suite into a customer-minded suite, further opening the door for internal collaborations and building a customer-centric brand. Every single time.” I love that.

Culture 98

Culture Chief Customer Officer NPS B2B 98

Amity

JANUARY 30, 2019

Then perhaps your CX team should focus on hosting customer events and user groups. Or maybe your business model is B2C and an online customer experience strategy with digital experts is best. CSMs can also have a lot more to offer than just picking up the phone and talking to customers.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

ChurnZero

OCTOBER 16, 2020

Why would we replicate that awful and uncomfortable experience we have in the B2C world with our B2B buyers? Argument #3: Renewal separation dehumanizes the customer relationship. Every department has a role in delivering an exceptional customer experience. We know the most successful SaaS companies are customer-centric.

Sales 98

Sales Customer Success Conference Customers 98