ijgolding

SEPTEMBER 30, 2014

I use the ‘excitement’ word genuinely – every year I continue to be astounded and inspired by the passion, enthusiasm, innovation and incredible acts of influence that organisations of all shapes and sizes share with the panels of judges. The 2014 awards did not disappoint.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Confirmit’s commitment to fostering innovation is nothing new. Clarabridge. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

ClearAction

NOVEMBER 27, 2018

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. First Layer: All Customer Touch-Points. Fourth Layer: Managerial Rituals.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Customers 74

CX University

OCTOBER 31, 2024

CX University, a leader in Customer Experience (CX) training, is excited to announce the launch of its Customer Experience Specialist (CXS) program in Spanish, developed in collaboration with renowned CX expert Mauricio Alanís. CXU received the 2022 Impact Award from CXPA for its global influence on the practice of CX.

Net Promoter Score 97

Net Promoter Score Customer Experience Customer Centricity NPS 97

Alida

AUGUST 3, 2016

Still unsure about attending the 2016 Customer Intelligence Summit? Tired of trying to convince your boss why you should join other customer-centric leaders in Chicago this September? Julie Murtha (@JulieMurtha) October 22, 2015. Lee Stephen (@LWStephen) October 22, 2015. Pia Chin (@piachin) October 22, 2015.

Customer Centricity 100

Customer Centricity Innovation Tips Insurance 100

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

Alida

JULY 5, 2017

In 2015 alone, the world’s biggest companies spent $680 billion in research and development. According to the Harvard Business School, 95 percent of new products fail in the CPG market, while McKinsey found that 94 percent of executives are not satisfied with their company’s innovation performance. Map the complete customer journey.

Company 113

Company Retail Consumers Customer Journeys 113

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. @JeanneBliss. Andrew Neff.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. Bell, author of The 9½ Principles of Innovative Service.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

SuiteCX

FEBRUARY 15, 2016

Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. suitecx ©2015, suitecx Inc. Consider the Employee Journey A GlassDoor study conducted in 2015 revealed that in the US “average hiring times grew from 12.6 suitecx ©2015, suitecx Inc. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Companies need instantaneous feedback and insight.

Social Media 0

Social Media ROI Innovation Feedback 0

SuiteCX

FEBRUARY 13, 2015

360 Degree Customer Experience: A Practical Approach to Holistic CX. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Alida

AUGUST 26, 2016

Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Advocate communities allow brands to mobilize their most passionate, loyal customers.

Social Media 100

Social Media How To Innovation Software 100

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

ijgolding

MAY 7, 2015

Working with the hugely broad array of industries that I do exposes me to a never ending view of the roller coaster rides that all companies experience in their efforts to become more Customer Centric. When it comes to transforming the Customer Experience, how engaged people are with change is no different.

Customer Experience 120

Customer Experience Customer Centricity How To Engagement 120

SuiteCX

NOVEMBER 3, 2015

Six Steps to Best-in-Class Customer Experience. suitecx ©2015, suitecx Inc. Once purchased, if the product or service doesn’t live up to customer expectaAons, you will know it either by complaints or by customer churn. suitecx ©2015, suitecx Inc. from 2014 to 2019. Nothing is static.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

SuiteCX

SEPTEMBER 25, 2015

Customer Experience: Getting past the Barriers to Success. suitecx ©2015, suitecx Inc. Customer experience gets put on the back burner as goals like risk avoidance, project completion time and technology up.me stifle innovation and reward the status quo. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Customer Experience Leadership Metrics 100

Customer Guru

DECEMBER 13, 2017

Each year, a new wave of technological advancements is introduced to customers. Furthermore, disruptive startups launch innovative products that get adopted by millions of users almost overnight. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It will attract more talent to PayPal’s team.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ijgolding

JANUARY 19, 2016

Whilst it is obviously not the only nation to invent and create; many innovations – especially those related to business and management principles – are very much led by US based organisations first. Even now, some of the best examples of Customer Centric organisations are brought to life by US powerhouses of Customer Experience (CX).

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

West Monroe

SEPTEMBER 14, 2017

Curtis Kopf is senior vice president of customer experience for Premera Blue Cross, a leading health plan in the Pacific Northwest that provides comprehensive health benefits and tailored services to approximately 2 million people, from individuals to Fortune 100 employees. What do you see as the biggest challenge in your industry today?

Self Service 89

Self Service Healthcare Airlines Customer Centricity 89

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. ©2015 suitecx – Confidential What are some governance models CX teams are using to manage their journey mapping efforts? Collaboration across locations. Common mapping technology . Common metrics and training. Level of maturity.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Customer Satisfaction Self Service Technology 116

Kustomer

DECEMBER 5, 2019

Over the years, I have talked with hundreds of customer service leaders and although they have wanted to deliver exceptional customer experiences, their legacy ticket-centric technology solutions could not effectively enable these leaders to meet the expectations of today’s consumers – forget about exceeding those expectations.

Customer Service 94

Customer Service e-support Omni-Channel Exceptional Customer Service 94

Alliance by IFS

JUNE 19, 2019

Our strategic partnership with Astea International is an important opportunity to help our customers adopt Astea’s best-of-breed service management solutions. with delivery and sales centers globally, YASH serves its customers across six continents. YASH is an SEI CMMI (Level 5) and an ISO 9001:2015 certified organization.

Technology 91

Technology Customer Centricity Innovation Consulting 91

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. "All All Repair, No Innovation".

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Kustomer

DECEMBER 4, 2019

.” “Kustomer’s differentiated, omnichannel approach is fundamentally reshaping the industry standard as trends in customer service continue to shift and consumers seek increasingly personalized interactions with brands,” said Coatue Co-Founder Thomas Laffont. “We About Kustomer.

Customer Service 86

Customer Service Omni-Channel CRM Exceptional Customer Service 86

C3Centricity

SEPTEMBER 24, 2017

Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!). Technology is an enabler; it’s customer-centricity that is the disruptor today.

Technology 120

Technology Transportation Customer Centricity Entertainment 120

Tricia Morris

JULY 23, 2015

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. Read more about the app here.).

Innovation 40

Innovation Customer Service CRM Customer Service Representative 40

Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Alliance by IFS

JUNE 28, 2019

Strategic alliances with leading technology players like Astea enable us to deliver cost-effective integration and implementation services that are not only robust, scalable, and innovative, but also results-oriented.”. with delivery and sales centers globally, YASH serves its customers across six continents. Headquartered in the U.S,

Competitive Advantage 82

Competitive Advantage Technology Customer Centricity CRM 82

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Andrew McFarland – Chief Customer Officer at Black Box. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Engine Insights

OCTOBER 2, 2015

Looking to the future – a focus on becoming more customer centric. Dow Jones understands that with increased competition, a customer-centric culture is key to differentiate and stay ahead. Employees need to not only be engaged, but must also be connected to the needs of customers. Mark Musgrave, Dow Jones.

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

TechSee

MAY 21, 2018

Tuesday, November 23, 2015 started out like any other day at work for James Crenson. Set clear priorities and guidelines, and empower executives to make customer-centric decisions based on prioritizing customers’ needs during a crisis. Customer service agents are key employees. At 8:50 a.m. Empower the front lines.

How To 104

How To Call Center Guidelines Social Media 104

transcosmos Information Systems

FEBRUARY 13, 2018

They’re channeling their customer persona when developing customer-friendly policies within their organization or establishing an up-close and personal relationship with customers. Here’s a thing or two you could learn from the world’s most customer-centric CEOs. How These CEOs Are Redefining Customer Service.

Customer Care 84

Customer Care Customer Centricity Policies Customers 84