West Monroe

NOVEMBER 20, 2019

As we saw with the October 2018 launch of Allina’s customer experience center in Coon Rapids and Fairview Health’s recent push to leverage technology to enhance their patient experience, Minnesota healthcare organizations are making significant investments in strategies focused on customer experience.

Healthcare 45

Healthcare Customer Expectations Meeting Strategy 45

SurveySparrow

JANUARY 5, 2021

Companies with high employee experience have 142% higher employer Net Promoter Score, 28% higher productivity, 37% lower turnover rates, and 59% higher job satisfaction. You can’t measure returns on employee experience with NPS or surveys. Healthcare expenses and facilities. Employee work status (part-time or full time).

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

TechSee

JANUARY 25, 2023

Mark produced and led global customer experience programs leveraging NPS and a closed-loop process improvement at multiple companies. He has built and led teams supporting customer acquisition, final mile, and service efforts for organizations nationwide. Today, Robb leads field services for Sleep Number ( www.sleepnumber.com ).

Management 41

Management Automotive Leadership Effort Score 41

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. Rewards value rose 15% in Q3 2018 alone[vi]. Card attrition rates rose to 15% in 2018 from 10.5% Actually, they do. in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

SurveySensum

JULY 14, 2020

Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM). in 2018 where his passion for delivering CX strategies for organizations was seeded in Mystery Shopping and Customer Satisfaction research. Currently working at Qualtrics as a Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132