Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Amy Etheridge. Annette Franz. Plus, his Twitter feed!

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Alida

SEPTEMBER 22, 2016

The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Test your assumptions about the customer journey. Embrace the authenticity challenge.

Innovation 100

Innovation Marketing Social Media Healthcare 100

ECXO

DECEMBER 26, 2023

The Digital Seeker: A Guide for Digital Teams to Build Winning Experiences by Raj K. De Datta defines and explains the power of the seeker-centric philosophy―translating it into a core operational playbook for digital teams to achieve transformative results. . messaging, social media, live chat, video chat, online reviews).

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

SurveySensum

JULY 14, 2020

Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Mila Widyani – Head of Customer Experience at CIMB Niaga.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michel Falcon Experience

SEPTEMBER 25, 2014

Customer experience is the solution to silos existing within your company. To genuinely become a company that is focused on creating a world class customer experience you must have an individual – or team depending on the size of your company – who oversees customer experience.

Customer Experience 120

Customer Experience Chief Customer Officer Competitive Advantage Customer Centricity 120

Maru/HUB

NOVEMBER 13, 2018

We understand the importance of great customer experience for B2C brands. Without paying attention to the crucial task of optimising the customer experience, B2C companies risk being replaced by their harder-working, more attentive competitors. Get The Competitive Advantage.

B2B 40

B2B Company B2C Competitive Advantage 40

Chattermill

JUNE 25, 2019

If we look back at the last decade in business, consumer preferences have been altered by startups offering standout customer experiences. These startups have since morphed into industry leaders by making customer experience a competitive advantage. CX Isn’t Part of the Company Culture.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author.

System 338

System Effort Score NPS Net Promoter Score 338

ijgolding

JULY 15, 2016

It is indisputable that listening to the perceptions of your customer is vital for any aspiring customer centric company – yet are companies really set up to actually listen? Last week I had the pleasure of talking to an incredibly passionate Customer Experience Professional called Julia Forsyth.

Connections 120

Connections Feedback Airlines Survey 120

Pointillist

MAY 19, 2020

As organizations align their teams around the customer, developing journey-based roles are growing in importance. Over 50% of companies also have a role or team dedicated to journey management or journey analytics. Additionally, many companies are now structuring their organization around customer journeys.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

SurveySparrow

OCTOBER 25, 2019

Then let me ask you, why is it that some companies are more successful than the rest? Why is it that some companies grow and grow? Get ready to be the most loved company in the whole wide world! A research run by American Express found that around 60% of the customers wouldn’t mind paying more for a better customer experience.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Alida

JANUARY 7, 2019

In 2018, Experience Management (XM) arrived. Customer centricity is now a long-term, strategic imperative at the executive level. Companies will reorganize around the customer. We see cross-functional teams coming together to form an “enterprise perspective” on gathering customer insight, knowledge and feedback.

Customer Experience 212

Customer Experience Customer Centricity Competitive Advantage Innovation 212

Bold360

NOVEMBER 21, 2016

Dubbed “The Year of the Customer” by thought leaders and analysts back in Q1, 2016 is the year in which businesses are learning valuable lessons about the importance of placing the customer at the center of marketing, onboarding, and ongoing customer support processes. Sasha Tenodi. Wendy Glavin. Randy Hernandez.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40