Lumoa

OCTOBER 31, 2018

HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Too many organisations are still focused on ‘making money first’, with the customer coming a distant second.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. Top Performers Succeed with Journey-based Approaches. ?? It’s interesting.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

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

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. Annette Franz is the founder and CEO of CX Journey Inc. Annette Franz. Ian Golding.

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. Annette Franz is the founder and CEO of CX Journey Inc. Annette Franz. Ian Golding.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Amity

APRIL 25, 2016

VP of Client Experience & Transformation - ADP. David is incredibly passionate about the emergence of Customer Experience as a profession, and was a founding member of the Customer Experience Professionals Association. GM & SVP, Global Customer Success - CA Technologies. The Dave Mitz Blog.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

CX Journey

OCTOBER 30, 2018

Journey Voice of customer Engagement Culture Automation Security Experience Metrics Transformation Let's start with a definition of "buzzword." For example, I heard recently that someone thought "customer journey" was the hot new word for "customer experience," which is now passe.

Culture 88

Culture Voice of Customer Metrics Customer Experience Professionals 88

Kustomer

APRIL 23, 2020

And it’s been great because honestly, as the host of Voices of Customer Experience or Voices of CX, I have spoken to some of the most brilliant brains that are out there nowadays. But when people are looking at the experience, there are a lot of definitions out there.

Customer Satisfaction 52

Customer Satisfaction Customers Innovation Customer Service 52

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. Solving both rational and emotional needs.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Answer Dash

APRIL 16, 2019

Understanding customers’ consequences compels employees to anticipate customers’ reactions and to align their decisions with what’s most efficient and effective for customers and your firm. Knowing customers’ overall objective empowers employees to find novel ways to generate value that customers will reward.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76

ClearAction

AUGUST 13, 2019

Understanding customers’ consequences compels employees to anticipate customers’ reactions and to align their decisions with what’s most efficient and effective for customers and your firm. Knowing customers’ overall objective empowers employees to find novel ways to generate value that customers will reward.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48