Beyond Philosophy

OCTOBER 28, 2021

Customer Experience as we know it is dying because of a few factors. First, it seems like a simple concept, so, sometimes, people don’t think they need help to manage it. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. .

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Likely, the promise of CXM ROI has been alluring to executives who have asked for quick wins and near-term gains.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

ijgolding

SEPTEMBER 24, 2015

Expectations – Managing, meeting and exceeding customer expectations. Resolution – Turning a poor experience into a great one. Time & Effort – Minimising customer effort and creating frictionless processes. The report states: ‘…the experience they deliver is their brand.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kitewheel

SEPTEMBER 16, 2019

With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments. When it comes to proving ROI on journey management projects, it is critical to have the right level of focus that journey steps can provide.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

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. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Guru

MARCH 7, 2018

For me, it was not just a job – it was more about making each experience a special one. For instance, whenever a customer had a bad experience, I would report it to my sales team and base manager in BA for service recovery. Subsequently, I began to manage a crew of 13. For me, going over the top might not help.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Russel Lolacher

OCTOBER 10, 2022

Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. One is the investment in resources, money, time, effort, in customer experience. Wow, another acronym. Hello to you, Stacy.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Kustomer

DECEMBER 31, 2020

In doing so, Annette has figured out three of the most impactful methods that make the biggest difference in customer satisfaction. Those three being leadership, assessment, and involvement all help to guide companies to higher NPS scores, better survey results, and long-term customer delight. Annette Pedroza: (00:41).

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

SurveySparrow

OCTOBER 25, 2019

The amount of creativity and effort goes into all these blows the mind of anyone and that would be the starting of their success story. You could also try and convince your customers to share their stories by offering rewards or making it a game. Customer Experience Strategy #18. Business results…!

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77