Customer Bliss

SEPTEMBER 12, 2017

Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . About Rachael. Always remember that.

B2B 0

B2B Leadership Data Technology 0

Customer Bliss

AUGUST 1, 2019

When Jon Herstein first assessed the work that needed to be done in his role as a CCO, he developed a framework of six pillars to address some of the areas that needed improvement: Focus on customer experience. Thinking through how are customers engaged and who is engaging them? Be customer-focused (centricity).

Customer Centricity 165

Customer Centricity Social Media Leadership Customer relationships 165

Experience Investigators by 360Connext

DECEMBER 11, 2014

Loyalty does not mean forever for customers. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Customer experience is seen as a project, not a way of business. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Customer experience success only comes with cohesive and consistent efforts from leaders throughout the organization.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Industry 141

Industry Brands Banking ROI 141

Gainsight

MARCH 8, 2022

CSQLs offer Sales opportunities to work on warmer leads because they are surfaced based on customer data, insights, and interactions from your own CS teams. . Create a better feedback loop between Sales and CS, strengthen collaboration and communication to avoid missed opportunities, and surface new and more detailed customer insights.

NPS 98

NPS Effort Score Leadership Sales 98

Lumoa

FEBRUARY 6, 2018

Many of the traditional ways of doing business are under threat from smaller, faster, more agile disruptive businesses so organisations need to be more focused on truly understanding their customers, delivering better experiences and engaging in new ways. Is customer centricity already part of the company DNA and culture?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Forrester's Customer Insights

MARCH 19, 2020

In early March we held our 5th Annual Financial Services Summit 2020 in both Sydney and Melbourne, where I presented on how customer-obsessed CIOs are driving business success by: Accepting that the firm’s ultimate customer is also IT’s customer; Engaging across a wide, business-focused field while taking responsibility for revenue generating initiatives; (..)

Banking 39

Banking Leadership Financial Customer Engagement 39

Forrester's Customer Insights

MARCH 9, 2022

Lacking substance. When we asked B2B buyers what they think about the content they receive from vendors, over 60% of respondents to Forrester’s 2021 Content Preferences Survey gave these unflattering opinions. Buyers are drowning in a sea of sameness. They fail to find any value in the content they receive, because much of […].

Leadership 26

Leadership B2B Survey Brands 26

Clicktools

MAY 18, 2017

According to the Temkin Group, the four core competencies of customer experience are: Purposeful Leadership : Operate consistently with a clear set of values. Compelling Brand Values : Deliver on your brand promises to customers. Employee Engagement : Align employees with the goals of the organization.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Michelli Experience

AUGUST 8, 2017

As evidenced by their messaging, the study of millennials went beyond “stated preferences in air travel” and to core values as well as the overall lifestyle of that customer group. Based on customer insights, Air France is launching a brand that attempts to “look like” and “speak like” the segment they are seeking to attract.

Strategy 113

Strategy Airlines Travel Transportation 113

PK

APRIL 16, 2018

Lenati’s strategy and customer insights experience pairs with ProKarma’s expertise in technology and digital engineering. BEAVERTON, OR and SEATTLE, WA (April 16, 2018) — ProKarma, a global IT solutions company, today announced a definitive merger agreement with Lenati, a Seattle-based customer experience strategy consultancy.

Company 40

Company Telecommunications Competitive Advantage Transportation 40

Think Customers

JUNE 10, 2022

We’re constantly giving reviews, and constantly having one-on-ones with our teammates so they feel connected with their leadership and they feel connected with the organization. It’s part of what we ask our store leadership to do. How did you take a customer insight from a sentiment analysis tool and act on it?

Automotive 52

Automotive Leadership Groups Touchpoint 52

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Forrester's Customer Insights

FEBRUARY 9, 2022

Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations – an approach that Forrester calls customer obsession.

Government 49

Government Leadership Customers Strategy 49

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Is customer centricity already part of the company DNA and culture?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

ClearAction

NOVEMBER 12, 2017

What does it really mean to “walk the customer experience talk”? An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. It’s about top management demonstrating an unquenchable thirst for customer insights. Center your thinking on customers.

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

NobelBiz

FEBRUARY 13, 2024

Implementing NobelBiz’s sophisticated IVR systems means not just meeting but exceeding customer expectations for self-service. This technology ensures that your IVR system is not just a tool for routing calls, but a comprehensive solution for enhancing customer engagement and loyalty. RELATED ARTICLE What is IVR?

Call Center 59

Call Center Self Service Software Contact Center 59

ClearAction

APRIL 18, 2020

In ClearAction’s 5-year study of global B2B customer experience practices we found that the rigor of resolving the instance was overwhelming managers from addressing pervasive issues reported period after period in survey results. The key is to weave-in customer insights to each discipline’s rhythms, routines and charter.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SmartKarrot

MARCH 21, 2022

Apply here: [link] Role: Customer Success Director Location: Remote, United States Organization: People.ai As a Customer Success Director, you will build and deliver upon mutually agreed upon success plans with buy-in from customers’ sales, marketing, and operational leadership. into their sales/marketing stack.

Customer Success 19

Customer Success Metrics Customers Sales 19

Forrester's Customer Insights

DECEMBER 1, 2022

Intel, a tech giant with over 121,000 employees, sets an example for organizations that are considering becoming more customer obsessed. Despite its size and complexity, Intel has made big strides in all three customer obsession competencies: leadership, strategy, and operations. In our new report, Case Study: […].

Case Study 20

Case Study Leadership Study Customers 20

Waypoint Group

MAY 23, 2018

Include the right customer contacts in your account-planning processes (i.e. This “Customer Engagement” process can be operationalized. The more you can share, the easier it is to engage those that need to have your back (including Product, Finance, Support, Sales, and Leadership). What is your CS process?

Measurement 40

Measurement Customer Success Metrics B2B 40

SmartKarrot

APRIL 7, 2021

Be responsible for the overall performance and development of large customer accounts. Provide overall account leadership. Manage the team responsible for the end-to-end delivery and success of customer programs. Build and maintain strong relationships and be seen as a trusted advisor by the customer.

Customer Success 10

Customer Success Effort Score Leadership Customer Retention 10

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Gainsight

OCTOBER 23, 2019

Experimenting with different category labels, I settled on eight labels that were inclusive of all the tools on my list: Customer Success Platforms. Activity/Engagement Monitoring. Communication/Customer Engagement. To do this, they need access to every tool that touches the customer. Adoption/Onboarding.

Software 60

Software Customer Success Tools Customer Centricity 60

ClearAction

SEPTEMBER 27, 2018

Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them. Make sure actions are not lipstick on a pig.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

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

Kustomer

FEBRUARY 3, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Elizabeth Dominicci from TriNet to learn the secrets of using data and AI to boost customer engagement. Using Data to get Customer Insights. Tune in to the episode to learn more!

Customer Journeys 98

Customer Journeys Data Analytics Interaction 98

West Monroe

DECEMBER 11, 2022

Customer Engagement. Building upon operational enhancements, it’s essential that banks meet their customers where they are at and with the channel experience they expect. Customer-forward user experience/user interface design. Customer outreach and communication. Descriptive and predictive analytics.

Banking 52

Banking Marketing Self Service Financial 52

SmartKarrot

NOVEMBER 27, 2020

Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services. Effectively articulate value propositions, create interest, and generate excitement through customer presentations. Identify creative solutions for strategic accounts.

Customer Success 10

Customer Success Leadership Consulting Customer Satisfaction 10

West Monroe

JANUARY 25, 2022

The generational sea change is here and will rewrite the rules on customer engagement. For years, the industry has been bracing for a new wave of younger, more digitally savvy customers to make up the majority of bank relationships—and that time has arrived. What does it mean to be a digital bank? Taking action.

Banking 52

Banking Financial Trends Multi-Channel 52

SmartKarrot

MAY 21, 2021

Accelerate customer lifetime value by defining the customer journey across all customer segments up to enterprise. Deliver meaningful, strategic, and tactical insight to the leadership team through customer feedback, business goals, key performance indicators, and customer analysis.

Customer Success 10

Customer Success Case Study Metrics Measurement 10

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Donna Weber. Emilia D’Anzica.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21