Expert insights. Personalized for you.
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Instead of pointing out what to do to improve your customer service (my usual mode of operations as a customer service consultant), today I’m going to point out the actions and mindsets that, if removed from your repertoire, will go a long way toward creating customer service excellence. MORE
Confirmit’s Compass CJM service enables clients to leverage an efficient and cost effective solution delivered by highly experienced CX consultants to ensure that your CX program is on track and delivering key insights to support your desired business outcomes. MORE
I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I am starting to rethink my assumptions and my conclusion. MORE
What made you want to get into technology consulting? The post Why Qualtrics – Liching Yew – Technology Consultant – Sydney, Australia appeared first on Qualtrics. At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Liching’s “Why Qualtrics” story. To understand why I do what I do, I think you first need to understand what I like to do. MORE
Service Providers Are Both Shaping AI And Being Transformed By It When we evaluated AI consultancies both globally and in Asia Pacific for […]. Even as the power of AI technologies grows, getting business value from AI-enabled projects still eludes most firms. MORE
14th Aug 2019 Appointment marks continued focus on best practice and partnership Industry expert promoted to Confirmit consult lead MORE
TULSA, OKLAHOMA, March 7, 2019 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, recently announced the appointment of Ted Cart as Principal Consultant. The post PPT Solutions Bolsters Consulting Team with Addition of Ted Cart appeared first on PPT Solutions. MORE
Planning the appropriate actions to improve your customer experience is hard and this can deter the cross-functional participation you need! Oftentimes, involving an unbiased, external CX expert to lead your Action Planning sessions is an effective means of driving engagement. MORE
In this episode, you’ll learn about your consulting website and branding. Welcome to Consulting Website Design 09, The Power of Brand. Last week, I received a message from my friend Dana, and she told me she re-launched her consulting website. She told me that my content and advice had been a lot of help to her, so I was really curious to see how she, a super talented creative , would use my advice to re-do her consulting website. Consulting Website Design MORE
Confirmit is not just our vendor, they are a partner and an extension of our own team that helps us be a best-in-class research consultant. No company aiming for significant growth in the US can ignore the Hispanic market in their research. For most companies, research means reliable sample – in this case, Spanish speaking sample. Culturati Research identified this need and dedicated resources to building a best-in-class Hispanic panel. MORE
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. For over 20 years, Ben has been developing customer acquisition and retention strategies for a variety of industries; he is currently a customer experience consultant in Australia. MORE
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. MORE
As firms mature their digital capabilities, digital executives move beyond simply adding digital bolt-ons to the existing business model. These leaders use new technology capabilities to change the business model and drive new revenue growth. This is where the real digital transformation begins. Advanced firms use software products and services as a driver of revenue […]. age of the customer digital disruption digital product management digital transformation MORE
Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details. Micah Solomon is a customer service consultant, customer experience consultant, speaker and the bestselling author most recently of High-Tech, High-Touch Customer Service. MORE
Media agencies are becoming media consultancies. The first Forrester Wave™ of global media agencies reveals the category adding technology, services and capabilities to leap beyond conventional media planning and buying. However, who’s leading might surprise you. MORE
It seems more like a million-dollar question when someone comes up to me and asks what are the best qualities that a Customer Success Consultant possesses. Now, let’s talk about 5 such customer success consultant qualities that are of high pertinence to the role: 1. Well, it’s not like only the ones who are born with the gift of the gab are allowed to be a customer success consultant or customer success coordinator (CSC). MORE
ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. Up to two additional hours of digital Customer Success consulting. The post ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services appeared first on ChurnZero. MORE
With this fifth post in our ‘CX Consulting 101’ series, we look at how to accelerate organizational transformation, broaden your reach, nurture engagement, and inspire your people. If you’d like to start at the beginning, see part one of our lessons from CX consulting series on How to Align Your Organization to Activate Change. Be on the lookout for the final installment of our CX Consulting 101 series exploring how to institutionalize your transformation and sustain focus. MORE
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. MORE
This time I will be evaluating cybersecurity consulting providers in Asia Pacific. The cybersecurity consulting market has been alive and well in APAC since I began my career many years ago. I myself have worked within, and was a client of a few consultancies throughout […]. Research announcement: Another APAC Forrester Wave™ is coming. Gather round! age of the customer MORE
CX University (CXU) announced today the official launch of Customer Experience (CX) Financial Consulting Services. Scott McCallister, new to CXU as VP of Consulting, will spearhead the mission to provide guidance to CX practitioners and organizations who need solid quantitative data connecting CX strategies to the financial bottom line. The new consulting services are divided into two types: CX Return on Investment Measure and the Customer-Centric Business Intelligence (BI) System. MORE
What made you want to get into customer success consulting? I’m in Customer Success and it’s a natural extension of my consulting background. I’m so grateful for my 2-year experience at Fuqua because it helped me switch careers (Sales & Trading to Consulting) then led me to Customer Success in Tech where I’ve found an incredible team & company. MORE
The proliferation of firms and individuals offering customer experience consulting services makes it difficult for organizations to make the right selection. After conducting over 200 projects around the world, we have learned the criteria that are crucial for a great customer experience consulting project and how to best set up a customer consulting project that will empower your organization to achieve your goals. MORE
So, you want to be a consultant? Here are some tips and techniques to follow so you can become successful in the consulting field. View Document. Documents Thought Leadership MORE
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. With this first post in our “CX Consulting 101” series, we look at how to gain power from the past, intercept cynical voices, and build organizational alignment to kick off your customer experience transformation the right way. MORE
The post {Infographic} Customer Experience Speaker, Consultant, Author, or … A Robot appeared first on Joseph Michelli. Customer Engagement Customer Experience Customer Experience Consulting Customer Experience Keynote Joseph Michelli AI Customer Experience Consultant Customer Service professional speaker Service-Centric MORE
Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Remember that consultants are the first to go in a recession. MORE
Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. MORE
Planning the appropriate actions to improve your customer experience is hard and this can deter the cross-functional participation you need! Oftentimes, involving an unbiased, external CX expert to lead your Action Planning sessions is an effective means of driving engagement. MORE
Utilize thought leadership in your consulting business with these 6 strategies MORE
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. If you’d like to start at the beginning, see part one of our lessons from CX Consulting series on How to Align Your Organization to Activate Change. Learn More: Our Customer Experience Consulting. MORE
Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. The post Nuances of Delighting Customers: An Exclusive Interview with Mr. Gangadhar Krishna, Customer Service Consultant appeared first on Customer Guru. MORE
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. MORE
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. If you’d like to start at the beginning, see part one of our lessons from CX Consulting series on How to Align Your Organization to Activate Change and part two on Using CX Research to Understand Your Current State. MORE
Consulting Related Topics 
Michelli Experience
JUNE 13, 2017
Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
SuiteCX
JUNE 22, 2018
So, you want to be a consultant? Here are some tips and techniques to follow so you can become successful in the consulting field. View Document. Documents Thought Leadership
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Forrester's Customer Insights
MARCH 3, 2020
As firms mature their digital capabilities, digital executives move beyond simply adding digital bolt-ons to the existing business model. These leaders use new technology capabilities to change the business model and drive new revenue growth. This is where the real digital transformation begins. Advanced firms use software products and services as a driver of revenue […]. age of the customer digital disruption digital product management digital transformation
Micah Solomon
OCTOBER 12, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Instead of pointing out what to do to improve your customer service (my usual mode of operations as a customer service consultant), today I’m going to point out the actions and mindsets that, if removed from your repertoire, will go a long way toward creating customer service excellence.
Advertiser: ZoomInfo
In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.
Confirmit
JULY 24, 2018
Confirmit’s Compass CJM service enables clients to leverage an efficient and cost effective solution delivered by highly experienced CX consultants to ensure that your CX program is on track and delivering key insights to support your desired business outcomes.
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Strativity
OCTOBER 18, 2019
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. With this first post in our “CX Consulting 101” series, we look at how to gain power from the past, intercept cynical voices, and build organizational alignment to kick off your customer experience transformation the right way.
Forrester's Customer Insights
FEBRUARY 17, 2020
Service Providers Are Both Shaping AI And Being Transformed By It When we evaluated AI consultancies both globally and in Asia Pacific for […]. Even as the power of AI technologies grows, getting business value from AI-enabled projects still eludes most firms.
SmartKarrot
MAY 18, 2020
It seems more like a million-dollar question when someone comes up to me and asks what are the best qualities that a Customer Success Consultant possesses. Now, let’s talk about 5 such customer success consultant qualities that are of high pertinence to the role: 1. Well, it’s not like only the ones who are born with the gift of the gab are allowed to be a customer success consultant or customer success coordinator (CSC).
Strativity
NOVEMBER 21, 2019
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. If you’d like to start at the beginning, see part one of our lessons from CX Consulting series on How to Align Your Organization to Activate Change and part two on Using CX Research to Understand Your Current State.
Speaker: Dennis Snow, President, Snow & Associates
Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.
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Strativity
JANUARY 15, 2020
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you.
Strativity
JANUARY 15, 2020
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you.
Strativity
JANUARY 15, 2020
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you.
ChurnZero
APRIL 13, 2020
ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. Up to two additional hours of digital Customer Success consulting. The post ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services appeared first on ChurnZero.
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.
ShepHyken
AUGUST 29, 2017
Utilize thought leadership in your consulting business with these 6 strategies
Strativity
NOVEMBER 20, 2019
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. If you’d like to start at the beginning, see part one of our lessons from CX Consulting series on How to Align Your Organization to Activate Change. Learn More: Our Customer Experience Consulting.
Michelli Experience
JUNE 14, 2017
The post {Infographic} Customer Experience Speaker, Consultant, Author, or … A Robot appeared first on Joseph Michelli. Customer Engagement Customer Experience Customer Experience Consulting Customer Experience Keynote Joseph Michelli AI Customer Experience Consultant Customer Service professional speaker Service-Centric
Strativity
MARCH 6, 2020
With this fifth post in our ‘CX Consulting 101’ series, we look at how to accelerate organizational transformation, broaden your reach, nurture engagement, and inspire your people. If you’d like to start at the beginning, see part one of our lessons from CX consulting series on How to Align Your Organization to Activate Change. Be on the lookout for the final installment of our CX Consulting 101 series exploring how to institutionalize your transformation and sustain focus.
Speaker: Kristina Evey, Customer Experience Expert and Consultant
As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?
Michelli Experience
FEBRUARY 7, 2017
I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I am starting to rethink my assumptions and my conclusion.
Micah Solomon
DECEMBER 12, 2014
Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details. Micah Solomon is a customer service consultant, customer experience consultant, speaker and the bestselling author most recently of High-Tech, High-Touch Customer Service.
Customer Guru
APRIL 10, 2018
Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. The post Nuances of Delighting Customers: An Exclusive Interview with Mr. Gangadhar Krishna, Customer Service Consultant appeared first on Customer Guru.
Forrester's Customer Insights
MAY 15, 2019
This time I will be evaluating cybersecurity consulting providers in Asia Pacific. The cybersecurity consulting market has been alive and well in APAC since I began my career many years ago. I myself have worked within, and was a client of a few consultancies throughout […]. Research announcement: Another APAC Forrester Wave™ is coming. Gather round! age of the customer
CX University
OCTOBER 30, 2017
CX University (CXU) announced today the official launch of Customer Experience (CX) Financial Consulting Services. Scott McCallister, new to CXU as VP of Consulting, will spearhead the mission to provide guidance to CX practitioners and organizations who need solid quantitative data connecting CX strategies to the financial bottom line. The new consulting services are divided into two types: CX Return on Investment Measure and the Customer-Centric Business Intelligence (BI) System.
Talkdesk
DECEMBER 21, 2017
In this episode, you’ll learn about your consulting website and branding. Welcome to Consulting Website Design 09, The Power of Brand. Last week, I received a message from my friend Dana, and she told me she re-launched her consulting website. She told me that my content and advice had been a lot of help to her, so I was really curious to see how she, a super talented creative , would use my advice to re-do her consulting website. Consulting Website Design
ppt solutions
MARCH 7, 2019
TULSA, OKLAHOMA, March 7, 2019 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, recently announced the appointment of Ted Cart as Principal Consultant. The post PPT Solutions Bolsters Consulting Team with Addition of Ted Cart appeared first on PPT Solutions.
Beyond Philosophy
FEBRUARY 5, 2019
Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Remember that consultants are the first to go in a recession.
Confirmit
JULY 23, 2018
Planning the appropriate actions to improve your customer experience is hard and this can deter the cross-functional participation you need! Oftentimes, involving an unbiased, external CX expert to lead your Action Planning sessions is an effective means of driving engagement.
Confirmit
JULY 23, 2018
Planning the appropriate actions to improve your customer experience is hard and this can deter the cross-functional participation you need! Oftentimes, involving an unbiased, external CX expert to lead your Action Planning sessions is an effective means of driving engagement.
CX Journey
NOVEMBER 2, 2016
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. For over 20 years, Ben has been developing customer acquisition and retention strategies for a variety of industries; he is currently a customer experience consultant in Australia.
Confirmit
FEBRUARY 26, 2019
Confirmit is not just our vendor, they are a partner and an extension of our own team that helps us be a best-in-class research consultant. No company aiming for significant growth in the US can ignore the Hispanic market in their research. For most companies, research means reliable sample – in this case, Spanish speaking sample. Culturati Research identified this need and dedicated resources to building a best-in-class Hispanic panel.
MyCustomer
AUGUST 14, 2019
14th Aug 2019 Appointment marks continued focus on best practice and partnership Industry expert promoted to Confirmit consult lead
Qualtrics
OCTOBER 24, 2019
What made you want to get into technology consulting? The post Why Qualtrics – Liching Yew – Technology Consultant – Sydney, Australia appeared first on Qualtrics. At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Liching’s “Why Qualtrics” story. To understand why I do what I do, I think you first need to understand what I like to do.
Qualtrics
OCTOBER 30, 2019
What made you want to get into customer success consulting? I’m in Customer Success and it’s a natural extension of my consulting background. I’m so grateful for my 2-year experience at Fuqua because it helped me switch careers (Sales & Trading to Consulting) then led me to Customer Success in Tech where I’ve found an incredible team & company.
Strativity
JANUARY 18, 2018
The proliferation of firms and individuals offering customer experience consulting services makes it difficult for organizations to make the right selection. After conducting over 200 projects around the world, we have learned the criteria that are crucial for a great customer experience consulting project and how to best set up a customer consulting project that will empower your organization to achieve your goals.
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