Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 110

Technology Customer Experience Social Media Trends 110

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Adrian Swinscoe . Annette Franz . Jeff Toister .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Company 231

Company Hotels Social Media Innovation 231

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Is customer centricity already part of the company DNA and culture?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

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

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Verint

MAY 1, 2017

Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. CX Sydney 2017. May 9; Sydney, Australia.

Customer Focused 27

Customer Focused Loyalty Culture Groups 27

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Customer Guru

AUGUST 8, 2018

Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. Augie Ray Follow @augieray. Chip Bell Follow @ChipRBell. Jackie Huba Follow @jackiehuba.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Verint

JANUARY 16, 2018

In today’s customer care environments, a strong quality management (QM) system is crucial to moving customer engagement interactions to the next level of performance excellence. For many years, companies have used QM software and techniques to optimize their customer service operations.

Customer Engagement 34

Customer Engagement Engagement Effort Score e-support 34

Verint

FEBRUARY 23, 2017

Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” Here are some of the highlights we heard during the read back presentations around customer engagement strategies:

Customer Engagement 28

Customer Engagement Engagement Conference Groups 28

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

Michelli Experience

JANUARY 26, 2016

In the context of my “goodness of fit” interview, I now ask questions like: How do you wish to significantly impact the life of your people and customers? How will you define employee engagement and customer experience success? How do you define corporate culture? And most importantly…. What do you want your legacy to be?

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

Experience Matters

APRIL 7, 2015

The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers. They make them feel valued, inspire their loyalty, and earn their business. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Michelli Experience

DECEMBER 23, 2015

So if you want to drive an elevated customer experience that differentiates your business from the competition, increases the loyalty of your customers, and results in more referrals, you are certainly not alone ! So what did leaders at Mercedes-Benz do that might help you with your customer experience elevation?

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Natalie Petouhof

APRIL 7, 2016

Align incentives to support self-service and digital customer experience initiatives by the customer’s journey. Customer experience should not be governed by a department or fiefdom business model. It must be driven by being customer-focused regardless of which department “owns” the channel.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 40

Lumoa

OCTOBER 31, 2018

Find someone to champion customer experience at the c-suite and give them influence and resources to actually get things done”. Bell, Customer Loyalty Keynote Speaker, Trainer, Author. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Talk to your board.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ProProfs Chat

MAY 6, 2020

Customer Experience ROI Statistics. Customer Experience Through Social Media. Customer Experience & Engagement Statistics. Customer Experience & Retention Statistics. Customer Experience & Loyalty Statistics. Customer Experience & Satisfaction Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

CSM Magazine

JUNE 21, 2018

Customer service leaders outper­formed the Dow by 93%, the Fortune 500 by 20% and the NASDAQ by 335%. Organizations that fail to recognize the importance of CX are risking flaws that destroy customer loyalty and their futures. Research shows that high employee engagement leads to better customer engagement.

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

ShepHyken

NOVEMBER 13, 2017

(CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement. Salesforce CEO Marc Benioff: ‘Loyalty is dead.’

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

Tricia Morris

JUNE 26, 2015

Gallup notes that the moment an engaged employee connects emotionally with a customer, “it’s a source of untapped power that has profound implications for a company’s productivity and profitability.” Hiring more or new customer service representatives isn’t always the right answer to poor customer satisfaction rating.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

ClearAction

SEPTEMBER 27, 2018

Center Your C-Team on Customers : Corporate objectives must make it clear that customers’ well-being is your path toward growth. Regularly assess what’s at-odds or in-harmony with your customer experience objectives. Center Your Rituals on Customers : Put a customer-focus placeholder in the template for every ritual.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Verint

JANUARY 24, 2017

Providing great experiences for customers has become an important goal for many companies today. They recognize that creating compelling experiences is the best way to attract, retain and delight customers; engage employees; and differentiate their company from the competition.

Customer Experience 20

Customer Experience Customer Engagement Customers Survey 20

Verint

AUGUST 21, 2017

Executives who walk the talk send a clear message to employees about what the real priorities are. Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how well the senior executive team embraces the CX effort.

Customer Centricity 60

Customer Centricity Culture Voice of Customer Customers 60

Verint

MAY 16, 2017

Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value. This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler.

Contact Center 42

Contact Center Management Average Handle Time Measurement 42

Verint

MAY 16, 2017

Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. However, it’s also important not to lose sight of one of the fundamental building blocks of customer service success: the engagement and productivity of your agents.

Customer Service 37

Customer Service Contact Center Engagement Customers 37

Verint

OCTOBER 16, 2017

You probably know that online communities are growing in popularity and offer a variety of benefits. As a CX professional, I like the idea of communities. And speaking for the company I work for and its nearly two-year-old social community, I can testify to these benefits of having our own online community.

Strategy 31

Strategy Technology Social Media Company 31