ClearAction

APRIL 3, 2015

Hope was expressed about HR group’s H2H (human-to-human) skills and aspirations to enable operational excellence and cultural transformation. To set the stage, HR should view their role in a customer experience context : who are HR’s customers, and what can HR do to support what external customers expect of the company.

Engagement 48

Engagement Customer Experience Employee Engagement Government 48

ChurnZero

FEBRUARY 1, 2019

“That success imperative in education is what makes me excited to enhance every step of the Ellucian customer experience, and partner with institutions across the globe to maximize the value of their technology investments.”. Most recently Gregg served as the Director of Customer Success and Experience at Zipwhip.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Horizon CX

OCTOBER 3, 2020

Customer experience is as much a cultural aspect within any organization than it is any specific set of practices and it all begins there. Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Related articles: 4 Customer Centric Culture Building Blocks.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

ClearAction

APRIL 18, 2015

So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. Helping executives establish a customer-focused big picture in strategy and culture. —@tcrawford.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

Michel Falcon Experience

FEBRUARY 19, 2016

[bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” Step 2: Create Your Personal Brand.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ClearAction

NOVEMBER 21, 2015

Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Most companies relinquish customer experience management to the customer-facing functions. Customer Experience for the Future: Context is King.

Customer Experience 48

Customer Experience Gamification ROI Customer Experience Management 48

Michel Falcon Experience

FEBRUARY 11, 2019

Hey Team, I’m excited to share my Customer Experience Keynote presentation that I shot in St. In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Qualtrics

APRIL 14, 2021

Lumen — formerly known as CenturyLink — is well known for offering connectivity, cloud, and security solutions for enterprise customers around the world, as well as high-speed internet, fiber and voice services. The company’s 100 brands support structures ranging from schools to sports arenas.

B2B 26

B2B Examples B2C Net Promoter Score 26