Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. This not only enhances skills but also fosters a culture that prioritizes customer experience.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

Strativity

OCTOBER 28, 2014

Expertly executed Journey Mapping acknowledged as the cornerstone of successful customer experience innovation. Strativity Group, a global customer experience transformation firm, is listed in the October 2014 Forrester Research, Inc. report, The Seven Steps Of Highly Effective Journey Mapping.

Customer Journeys 40

Customer Journeys Report Customer Centricity Groups 40

Experience Investigators by 360Connext

MAY 20, 2015

Keynotes, Coaching and Executive Workshops. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

SurveySparrow

AUGUST 14, 2023

They are the result of a well-crafted customer experience framework that transforms regular businesses into customer-centric marvels. In this blog, we’ll take you on a journey through the realm of CX frameworks. It is like a guiding light that illuminates every touchpoint and interaction in the customer journey.

Customer Journeys 52

Customer Journeys Strategy Customer Experience Customer Centricity 52

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Investigators by 360Connext

NOVEMBER 26, 2019

.” When customer-focused values are prioritized and communicated throughout your whole organization, you create an environment where everyone can succeed. But many of the businesses who partner with me via speaking, workshops or consulting are already operating at 110% capacity. Get to the root cause. It’s simply not.

Customer Focused 208

Customer Focused Customer Centricity Call Center Communication 208

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Amanda is a highly experienced customer experience consultant, adviser, and writer.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

CX Journey

SEPTEMBER 8, 2016

So it's important that we listen to employees and find out what's keeping them from being able to delight customers. Voice of the Employee programs consist of many different types of listening posts, including: employee engagement surveys, employee satisfaction surveys, culture assessments, transactional/event-based surveys (e.g.,

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

SEPTEMBER 1, 2015

Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience. The linkage between customer experience and employee engagement has been proven. It's real, and your employees matter! This isn't healthy.

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Michel Falcon Experience

APRIL 7, 2020

The employee walking you over to the produce section of the store and possibly asking you how your day is going is delivering customer service to you. Often, customer service is micro-interaction within the customer journey that we neglect to continuously refine.

Customer Experience 88

Customer Experience Customer Service How To Net Promoter Score 88

ECXO

MAY 29, 2024

With insights from different facets of the business—ranging from technical specifications and production capabilities to market trends and customer feedback—these teams can ensure that the end product or service is not only high quality but also aligns with customer expectations and demands.

Innovation 52

Innovation Culture e-support Feedback 52

ClearAction

AUGUST 13, 2019

It places the horse before the cart, conveying that the end is customer lifetime value growth, and the means is meeting or exceeding customer expectations. This simplifies employees’ daily decisions in alignment with corporate strategy. Core Customers Clarity. Image licensed to ClearAction Continuum by Shutterstock.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48

Strativity

JULY 16, 2014

The program is designed to provide a multifaceted, interactive and overall empowering experience that will ensure participants are equipped with the tools they need to make Customer Centricity an organizational success. Mapping and prioritizing the customer journey. Increasing Employee Engagement.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Lumoa

APRIL 24, 2018

This will give you the intel on how to take action to improve your relationship with the customer and improve their experience. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. You won't be able to see a complete picture of your customer experience without looking at all metrics. linkedin Why? "I

System 338

System Effort Score NPS Net Promoter Score 338

ClearAction

NOVEMBER 21, 2015

And the idea that we are jointly responsible with another functional area for customers to continue selecting our brand over others is typically an awkward or unwelcome notion. Customer experience journey maps have been instrumental in showing work groups the need for collaboration. Yet these are truths.

Customer Experience 48

Customer Experience Gamification ROI Customer Experience Management 48