Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Experience Investigators by 360Connext

MARCH 24, 2015

I am so thankful to hear about more than data and be surrounded by so many dedicated customer experience professionals. But I’ll bet on better experiences for everyone. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

ShepHyken

NOVEMBER 30, 2018

Customer-centric organizations do not invest in chatbots for the sake of “keeping up with the Joneses.” They invest to meaningfully improve the customer experience. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey.

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Where: London, UK. Where: Phoenix, AZ. When: July 17 to 19, 2017. Where: Boston, MA.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Customer Bliss

MARCH 30, 2017

IBM was among the first larger brands to open a customer experience lab, and at the time they noted three major goals: Enhanced customer insight: The goal was to better predict individual customer behavior across multiple channels. A look inside the Wendy’s customer experience lab outside of Columbus, OH.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Michelli Experience

AUGUST 22, 2017

My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. My view is also colored by the work I’ve done with very dedicated customer experience professionals within the airline industry.

Airlines 113

Airlines Data Travel Consulting 113

ClearAction

FEBRUARY 28, 2019

. “FIS One is not just about products and domain knowledge, but equally important is how to treat the customer and how to anticipate their needs.” ” “I’d recommend the Customer Experience Professionals Association ( CXPA ) as a good resource to adopt best practices,” Milista advised.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. Super important point – authenticity drives loyalty #vcsummit. Eliza (@eliza_jacobs) September 20, 2016. ” – @JeanneBliss #vcsummit.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Pointillist

OCTOBER 22, 2018

The ability to understand and accurately predict your customers’ emotions is precious to you as a customer experience professional. Until recently, that was only possible if the customer told you how she felt. These signals can indicate emotions such as excitement, stress, frustration, engagement or confusion.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40