Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Answer Dash

APRIL 17, 2020

As an experience-first business, you’re in line for positive results on big picture measures like your brand loyalty, plus immediate-return results in terms of sales. Changing culture Making a commitment to customer-centric ways of doing business is likely to involve cultural change within your organization.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. That requires accessible, connected data.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Ecrion

JUNE 18, 2018

While lower risk drives down premiums, the business world at large is also increasing the emphasis on customer retention, locking in on their biggest missing puzzle piece – Customer Communications Management. Keeping Your Focus Customer-Centric. From a customer loyalty standpoint, however, this is only half of the circle.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Ecrion

JUNE 18, 2018

While lower risk drives down premiums, the business world at large is also increasing the emphasis on customer retention, locking in on their biggest missing puzzle piece – Customer Communications Management. Keeping Your Focus Customer-Centric. From a customer loyalty standpoint, however, this is only half of the circle.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Beyond Philosophy

JUNE 29, 2015

Online community has the power to help bring back customer and public trust in Target, through collaborative dialogue and assurances that the company is serious about taking responsibility for the data issues, and letting consumers know that strategic plans and processes are in place to fix the problems.

Consumers 60

Consumers Wireless Banking Leadership 60

Talkdesk

JULY 31, 2017

We have to continue to support the voice network, and that connection is super important. What are some of the good use cases you’ve heard around SMS and how it was effectively weaved into customer service? We all send SMS and we extend this to our customer because it’s a very natural way to communicate. It’s getting bigger.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

We have to continue to support the voice network, and that connection is super important. What are some of the good use cases you’ve heard around SMS and how it was effectively weaved into customer service? We all send SMS and we extend this to our customer because it’s a very natural way to communicate. It’s getting bigger.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Doing CX Right

JULY 24, 2019

I left my customer experience job at Verizon Wireless to join Schindler in North America. One is acquiring customer feedback and measuring customer satisfaction along the customer journey, which we call key “moments of truth.” Net Promoter Score is a valuable leading indicator of customer loyalty.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

Michel Falcon Experience

FEBRUARY 11, 2019

I’m going to share what customer personality types are cause I do not believe you can deliver the same experience to every single customer the exact same way. That’s the furthest thing away from delivering a personalized experience, which gets away from earning true loyalty. The outcome of that is loyalty.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Bold360

DECEMBER 1, 2016

Chip Bell is a customer loyalty expert and author. “The biggest mistake companies make when getting customer experience software is…” Forgetting the customer! CX focuses on the experience between the customer and the business. Regpack’s technology is based on Asaf’s Ph.D. Ajay Prasad.

Software 40

Software Customer Experience Company CRM 40