Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Alida

SEPTEMBER 20, 2017

According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.” The report found the CX leadership gap is the result of either stagnant or declining CX improvements between 2016 and 2017 as, generally speaking, CX quality worsened.

Leadership 227

Leadership Insurance Airlines Hotels 227

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. They are not the first senior leadership team of a company to ask a question along these lines – they are very unlikely to be the last.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Uniphore

JANUARY 4, 2022

Umesh was globally recognized in 2016 as one of the ten ‘Next Generation Leaders’ by Time Magazine. Before joining Uniphore, Annie was part of the leadership team at NIO, a next generation car company, leading US marketing and communications from startup through a successful IPO.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

ijgolding

JUNE 14, 2016

Leadership commitment 8%. Lack of leadership – and inability to translate Customer Experience into commercial benefits 11%. The post Customer Experience Commitment – 2016 Customer Centricity Research Findings appeared first on IJ Golding.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. Episode Overview. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix.

Leadership 0

Leadership Customer Experience Report Innovation 0

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. Thought Leadership 5.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

SuiteCX

JANUARY 21, 2016

Here are some practical tips to help you be more productive in 2016. How to Get a Deeper Understanding of Your Customers for 2016. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016? Here are some practical tips to help you be more productive in 2016.

Customer Journeys 100

Customer Journeys Customer Centricity Leadership Social Media 100

Customer Bliss

AUGUST 9, 2016

Additionally, she led in the development of a systematic framework for setting quantifiable service standards across product lines, measuring performance to standards, monitoring, and reporting results to senior leadership, employees, and the public. Right Brain – Left Brain Functionality. I’ve been doing this work since 1983.

Government 0

Government Leadership Customer Experience Effort Score 0

Customer Bliss

OCTOBER 17, 2018

Here’s the thing, shifting to human/customer-centered design means flipping the leadership and operational mindset from designing for what you want to get from customers to designing what you want to give customers. It takes leadership, commitment, and unity to challenge the status quo and rebuild from the outside in.

Leadership 231

Leadership Course Customers System 231

Customer Bliss

JANUARY 3, 2017

He claims that leadership of a department (i.e. One of the things I was most proud of in 2016 (a goal I achieved!) In fact, here’s a list of some of the big 2016 lessons I learned creating this podcast. (For another good read on all this, try this New Yorker profile of Sam Altman.). Quick interlude: My podcast.

Leadership 183

Leadership Culture Software Strategy 183

Storyminers

NOVEMBER 30, 2016

In 2016, ten companies fell from 101 to 253 ranking places. In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. In just two generations (60 years), over 90% of Fortune 500 companies have dropped off this distinguished list.

Omni-Channel 217

Omni-Channel System Case Study Leadership 217

SuiteCX

JANUARY 21, 2016

Here are some practical tips to help you be more productive in 2016. We are all trying to be more customer centric, but it isn’t easy.

Customer Centricity 100

Customer Centricity Tips Customers Leadership 100

Kerry Bodine

JANUARY 13, 2016

Customer SuccessCon West 2016. January 14, 2016. CXPA’s 2016 European Insight Exchange. March 31, 2016. CXPA’s 2016 US Insight Exchange. May 3 – 4, 2016. May 23 – 25, 2016. Design Leadership Conference. September 25 – 27, 2016. January 25 – 27, 2016. April 4 – 6, 2016.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. CX Network recently published The Global State of Customer Experience 2016.

Omni-Channel 80

Omni-Channel ROI Culture Employee Engagement 80

Customer Bliss

JANUARY 11, 2018

According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it). Why is the CCO role so important? 4 Culprits That Hinder Customer-Driven Growth. #1. How to Build Your Customer-Driven Growth Engine.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Customer Bliss

OCTOBER 4, 2016

Duygu has 15+ years of leadership experience in enterprise technology with a strong track record of growing 100+ million dollar B2B technology businesses with full P&L responsibility. Duygu has only been in her role at Reval recently; she began in 2016 (i.e. This is why I often talk about “one-company leadership.”

Customer Success 166

Customer Success Leadership Metrics Customer Journeys 166

Alida

MARCH 10, 2017

Instead, in 2016, the company launched live-streaming and “Moments” —features that were low on users’ wish lists. CX programs require strategy and leadership from the top. According to Bliss , “the CCO is not the owner but the enabler of having one company perspective, uniting the leadership team and embedding competencies.”.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Alida

MAY 8, 2018

CMOs know there’s CX leadership gap. Its Customer Experience Index report , which measures how well a brand’s CX strengthens the loyalty of its customers, found the CX leadership gap is the result of either stagnant or declining CX improvements between 2016 and 2017 as, generally speaking, CX quality worsened.

Report 173

Report Customer Experience Leadership Study 173

ijgolding

MAY 6, 2020

I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey. Budapest Bank had actually started its customer experience program at the end 2015.

Banking 233

Banking Customer Experience Customer Centricity Culture 233

Customer Bliss

OCTOBER 10, 2017

Maury is a certified Customer Experience Management professional (CCXP), a graduate of Leadership Vancouver’s community leadership program and is a Chartered Board Director (C.Dir). 2014-2016: The initial roll out of services and experiences. 2016-2018: Excellence around execution. Maury is very active in the community.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Customer Bliss

NOVEMBER 28, 2017

He shared that the company went through a big transformation in 2016, and after the transformation, they decided it would be beneficial to focus on customer experience. The customer journey map was used as a culture and leadership uniting tool. I would have advised leadership to get things done on a basic blocking and tackling.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Hopefully you recognize that emotion […].

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 120

ijgolding

JANUARY 4, 2017

On this very day in 2016, I wrote an article entitled ‘Why 2016 should NOT be the year of the customer’ – in it, I referenced my observations of Customer Experience throughout 2016. I discussed 5 key learnings of emotion, knowledge, commitment, governance and leadership. Education, education, education!

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

Storyminers

NOVEMBER 30, 2016

In 2016, ten companies fell from 101 to 253 ranking places. In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. In just two generations (60 years), over 90% of Fortune 500 companies have dropped off this distinguished list.

Omni-Channel 183

Omni-Channel System Case Study Leadership 183

Kerry Bodine

JUNE 20, 2015

Design Management Institute’s Design Leadership Conference. CXPA’s 2016 US Insight Exchange. May 3 – 4, 2016. March 21 – 23, 2016. June 8 – 10, 2016. September 27 – 29, 2015. New York City. Service Design Network’s Global Conference. October 2 – 3, 2015. New York City. October 8, 2015. Copenhagen.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Customer Bliss

FEBRUARY 21, 2017

One-Company Leadership. The subscription model and segmentation rolled out in November 2016 and has been considered a success so far. This is where we discuss how his CCO role is kind of similar to a traditional CMO role, but an expanded one. This work had not been done before at Telegraph. . Chief Content Officer.

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

SuiteCX

DECEMBER 22, 2015

As we move into a new business year, promising to be the most CX-­?focused focused ever, we wanted to share some key predictions that we believe will come to pass.

Customer Experience 100

Customer Experience Customers Leadership 100

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. There is incredible power in customer-focused leadership. One of the best examples of customer-focused leadership comes from Tricia Griffith, CEO of Progressive Insurance. Learn more about the survey and share your opinion here.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Michelli Experience

JANUARY 5, 2016

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Customer Experience 100

Customer Experience Customers Consulting Employee Engagement 100

Michelli Experience

DECEMBER 29, 2015

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Infographics 100

Infographics Consulting Employee Engagement Customer Experience Design 100

ShepHyken

MAY 30, 2016

Leadership, which includes all members of the C-Suite, must define, communicate and be role models for an organization’s customer service and experience initiative. The post 5 Top Customer Service Articles For the Week of May 30, 2016 appeared first on Shep Hyken. It starts at the top. It all starts at the top!

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

Storyminers

MAY 27, 2020

In 2016, ten companies fell from 101 to 253 ranking places. In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. In just two generations (60 years), over 90% of Fortune 500 companies have dropped off this distinguished list.

Omni-Channel 147

Omni-Channel System Case Study Leadership 147

Alida

JULY 11, 2018

In 2016, the team won an award from MRIA for best in class research initiatives for the CIBC Smart Account, along with some of its research partners including Vision Critical. Having a leadership team and individual contributors who have an data-driven mindset contributed to the creation of the insight team, according to Dave.

Industry 141

Industry Brands Banking ROI 141