CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. Don’t be so far-removed from the end customer. You can satisfy their needs all you want. How do we do that?

B2C 80

B2C B2B Voice of Customer Innovation 80

Wootric CX Blog

DECEMBER 8, 2019

It almost serves as an early warning system for our customer success team by flagging issues (local issues, training, things within our system, etc.) Jeff Shah , Executive Director of Customer Care at The NewYork Times, began using the CES metric at The Times about a year ago and he is excited about what he has seen so far.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

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. They make our lives better, share their expertise, uplift our spirits, and show profound generosity. Why we love Augie: He’s the Sr.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CX Journey

OCTOBER 30, 2018

Journey Voice of customer Engagement Culture Automation Security Experience Metrics Transformation Let's start with a definition of "buzzword." Given that definition, honestly, none of those words are "in vogue" terms; they're all an important part of what we do, part of our (customer experience professionals') daily language.

Culture 88

Culture Voice of Customer Metrics Customer Experience Professionals 88

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132