Experience Investigators by 360Connext

NOVEMBER 10, 2020

In the future, customers will continue to make decisions based on factors like health and safety standards and processes, the amount of in-person interaction required, and how long they’ll need to wait in line. Customer experience leaders and all leaders took lessons from these extraordinary times. – Tabitha Dunn.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. We’re at the tip of the iceberg of what this profession is going to be,” says Jones.

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. The study also uncovered tension around who owns the customer, and 30 percent of respondents noted a key hurdle is the confusion around the responsibility for the customer experience.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. The study also uncovered tension around who owns the customer, and 30 percent of respondents noted a key hurdle is the confusion around the responsibility for the customer experience.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Eptica

JULY 26, 2017

” Given the direct link that has been made between customer experience and improved profitability , it is no surprise that CEOs feel this way. Yet often there is a gap between theory and practice, with companies believing they offer a great customer experience, when consumers disagree. Here are four places to start: 1.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

Lumoa

JANUARY 19, 2023

Current state mapping helps organizations pinpoint where they are currently failing to meet customer expectations, as well as any areas that could benefit from further optimization. This type of mapping is useful for pinpointing gaps in customer service and uncovering areas of improvement.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Envision Yourself as a Customer and Take the Journey. Understand the Pain Points of your Customers, Employees, and C-Suite.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. “Our More about the event here. You might also like.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer Knowledge Base Sales Customers 52

Oracle

AUGUST 1, 2018

Consumers are paying more attention to experience than ever, putting the pressure on customer experience (CX) professionals to deliver better and better experiences. Customer expectations are on an escalator, constantly going up, and rarely stopping. We all know that CX must continually improve, but how? Learn more.

Chief Customer Officer 72

Chief Customer Officer Video Customer Experience Professionals Social Media 72

ClearAction

FEBRUARY 28, 2019

.” Forces shaping new requirements for what’s known as “workforce of the future” include 24/7 business interactions, business digitalization, transparency to customers, global competition with reduced barriers to entry, and the pace of change in customer expectations, technology, economic and social trends.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

ECXO

APRIL 13, 2023

Cultural norms – cultural norms and values may influence customer expectations and behaviour, such as the importance of punctuality in Switzerland or the emphasis on hospitality in Italy. What do customers expect? And expectations are set by the best experience on offer in B2B and B2C. CX is everywhere.

Culture 52

Culture Customer Experience B2B B2C 52

Think Customers

NOVEMBER 4, 2019

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new transportation options proliferate and other factors cause more and more consumers to question the value of privately owned cars. Consider the female consumer. Carsguide.com.au

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

CSM Magazine

AUGUST 22, 2019

With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve. VP, Returns, Walmart.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Help Scout

SEPTEMBER 14, 2021

Research shows that a customer is four times more likely to switch to a competitor if their issue is service related, as opposed to product or price related. Conversely, 86% of consumers say a good customer experience can turn them from a one-time buyer to a loyal customer. Tip #1: Don’t worry if it doesn’t scale.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. The next step is to use the data produced by the system to tell a story not only about your customers, but also about your product and your company.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Tricia Morris

NOVEMBER 6, 2015

Recently, Internal Revenue Service commissioner John Koskinen warned attendees of a Washington, DC conference that taxpayers should expect the IRS’s customer service to get worse during the upcoming filing season if budget and staff continue to be cut for the agency, which could drive overall public perception even lower.

Government 40

Government Self Service Customer Service Social Media 40

ChurnZero

JANUARY 4, 2019

But perhaps more importantly, when customers are more self-sufficient, they also are better equipped to know what is possible with your software and use it more often and use more of it. “– Bill Cushard, Director of Marketing, ServiceRocket. Fundamentally, the modern, digitally-savvy customer now expects an effortless service experience.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

ChurnZero

JANUARY 4, 2019

But perhaps more importantly, when customers are more self-sufficient, they also are better equipped to know what is possible with your software and use it more often and use more of it. “– Bill Cushard, Director of Marketing, ServiceRocket. Fundamentally, the modern, digitally-savvy customer now expects an effortless service experience.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

GetFeedback

JANUARY 19, 2020

Notice that this sample map is for “Jane,” a consumer looking for a health plan. I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. purchasing). .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Grade.us

NOVEMBER 4, 2018

Shep: As a generality, B2C seems to set the bar for what good customer service looks like. Customers have more choices. Most people are consumers. They bring the experience and expectation to any company they end up working with, whether it be B2B or B2C. Everything happening in the B2C world is applicable to B2B.

B2C 33

B2C Competitive Advantage Retail Chief Customer Officer 33

Customer Bliss

JANUARY 26, 2018

It’s certainly becoming a more popular method of communication for consumers. You need a strategy in place based off your customer journey. Consumers are getting more savvy when using tech to communicate with businesses, and their expectations continue to increase. Live chat = real time responses.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

CSM Magazine

OCTOBER 13, 2020

The coronavirus pandemic has had an indelible impact on consumer behaviour, from accelerating touchless and digitally-driven experiences to reviving traditional channels, and much more. This is especially prevalent given that 70% of consumers say a company’s understanding of their individual needs influences their loyalty.

Customer Experience 59

Customer Experience Multi-Channel Chief Customer Officer Customer Journeys 59

SurveySparrow

JULY 3, 2021

But the battle for sales, brand loyalty, and customer retention in 2021 and beyond will be won by businesses that take customer experience seriously and execute strategies that audiences connect with. So why is customer experience significant all of a sudden? Because consumers expect more from brands than ever before.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

Comm100

FEBRUARY 20, 2018

Sixty-one percent have plans to incorporate (or continue incorporating) AI into their customer experience. It’s not just companies – studies show that the majority of customers already accept or even prefer Chatbots. It’s not easy to cut costs around staffing while also fulfilling customer expectations.

Chatbots 133

Chatbots Self Service ROI Contact Center 133

Tricia Morris

JANUARY 11, 2016

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.” ” ~ Richard Branson. Employee Empowerment: Where to Start. .”

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

Customer Alignment

DECEMBER 18, 2017

As reported in my recent piece , we saw actions to improve the customer experience stall – particularly in Europe. The gap between (rising) customer expectations and the quality of customer experiences being delivered, is getting greater. Depending on the source you read, 80-95% of customer data is unstructured.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45