Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

CloudCherry

OCTOBER 30, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. If CEM is based solely on what Customer Success is saying, you’ll be listening to only one of the many important voices. Why does customer experience leadership need to come from the top?

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

eglobalis

OCTOBER 1, 2017

Introducing your company to the best experts and CX and CEM Leaders. We help companies and individuals to bring their story and cases to the world of CX and CEM. Organizations that want to share their experience in CX and CEM with us and their unique stories of successes and failures and lessons learned. Get involved!

Customer Experience Professionals 156

Customer Experience Professionals CEM Customer Experience Customer Experience Management 156

Clarabridge

OCTOBER 18, 2016

Company leadership can use that information to make improvements to the customer experience. In most big companies, top leadership is removed from the day-to-day interactions with customers. That’s how you use your CEM program to win customers for life. The post Can your CEM program win customers for life?

CEM 65

CEM Leadership Customer Centricity Employee Experience 65

Beyond Philosophy

NOVEMBER 24, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Kerry Bodine

JANUARY 13, 2016

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Design Leadership Conference. CEM in Telecoms. Where am I speaking ? May 3 – 4, 2016.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. DMI Design Leadership Conference. IQPC’s CEM in Telecoms Global Summit.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). No matter how you calculate it, presenting leadership with the ROI of the customer experience will yield ROI in and of itself. Wondering how to get leadership buy-in for VoC? Start with the facts.

Leadership 70

Leadership ROI CEM How To 70

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Click here to view SlideShare. Governance in Customer Journey Mapping.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. Downie is committed to the idea that leadership is key for having an excellent Customer Experience. Most of all, his leadership and emphasis on Customer Experience is the key to its success.

Leadership 154

Leadership CEM Sports Hotels 154

Beyond Philosophy

NOVEMBER 4, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

NOVEMBER 10, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards.

Customer Journeys 100

Customer Journeys Government CEM Strategy 100

PeopleMetrics

MAY 13, 2020

Employees need to hear from leadership more than ever. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Employee Experience 116

Employee Experience Communication CEM e-support 116

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Design Management Institute’s Design Leadership Conference. Where am I speaking ?

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

Beyond Philosophy

OCTOBER 6, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

OCTOBER 14, 2014

The post 4 Ways to Gain Customers’ Trust in Data Security appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Thought Leadership' View our books on Customer Experience here.

Data 131

Data CEM Loyalty Consulting 131

Beyond Philosophy

OCTOBER 28, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

SuiteCX

DECEMBER 22, 2015

Thought Leadership #6: Disruptive competitors will appear when and where you least expect them. Organizationally, CEM teams tend to come from the Marketing and Service departments. Thought Leadership 5. Companies will begin to use CEM to develop new products and services.

Customer Experience 100

Customer Experience CEM Customer Journeys Social Media 100

Ian Williams

FEBRUARY 20, 2020

The fourth area is leadership immersion. So, there is a process that the leadership team needs to work with the CX management team on in order to bring those things about. customerexperience #cxclub #journeymapping #CEM #CX. Anyway, remember that first rule of CX Club is to talk about CX Club.

Leadership 52

Leadership CEM Customer Journeys Video 52

Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

PeopleMetrics

MARCH 7, 2018

Chances are you haven't been trained in that role - there’s no degree in customer experience leadership (at least right now - maybe there will be some day). You need to be able to talk to leadership, the contact center, the sales force, operations, etc. Nonetheless, it's an amazing role to have. What makes a great CX leader.

System 76

System Feedback CEM Management 76

Experience Investigators by 360Connext

OCTOBER 9, 2019

Another way we don’t really talk about CX is when we talk all about the Customer Experience Management (CEM) platform. The head of Customer Experience is really supposed to be the person who understands the CRM or CEM system the best. Of course, it’s not just the business leadership that gets this language wrong.

Customer Experience 110

Customer Experience CEM Net Promoter Score Customer Journeys 110

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

eglobalis

NOVEMBER 22, 2020

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

Culture 532

Culture Loyalty Employee Experience Customer Experience 532

Beyond Philosophy

OCTOBER 20, 2014

appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Employee Experience Thought Leadership' Follow Colin Shaw on Twitter @ColinShaw_CX The post Do You Have a Secretly Toxic Employee Problem?

Culture 117

Culture CEM Effort Score Employee Experience 117

Responsetek

MAY 3, 2018

Avoid this risk by partnering with a reputable CEM platf orm provider with deep experience set in your industry. Peter Oxley is responsible for the overall sales strategy that drives growth from ResponseTek’s global leadership positi on in Customer Experience Management. 3 Steps to Establish an Omnichannel Listening Strategy.

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40

ClearAction

AUGUST 24, 2008

This approach to VOC and CEM has certainly been eye-opening! The post Customer Experience Metaphors Offer a Wealth of Insights appeared first on Experience Leadership. They’re part and parcel of how we see the world. They’re at the heart of our thinking. Heck, I can hardly write a sentence that sidesteps a metaphor.

Customer Experience 87

Customer Experience CEM Social Media Leadership 87

PeopleMetrics

JANUARY 10, 2018

A central element of a true Customer Experience Management (CEM) program is “closing the loop”. A CEM program provides motivation to the employees of a job well done when the feedback is positive, and it offers course corrections when they receive negative comments. Assure the anonymity of your volunteers.

CEM 73

CEM Management Survey Feedback 73

Beyond Philosophy

OCTOBER 20, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post Putting the Power of Your People to Work for Customer Centricity appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Employee Experience Thought Leadership'

Customer Centricity 114

Customer Centricity CEM Employee Experience Culture 114

Ecrion

FEBRUARY 14, 2019

Ecrion Software, a leader in the document production and CCM spaces, today announced it has restructured its Leadership Team in an effort to better align the company as it sees increased global growth. The restructuring of the Ecrion leadership team is focused on improving and further aligning sales, operations and marketing.

Leadership 40

Leadership Software CEM Insurance 40

Ian Williams

JUNE 10, 2019

In part 2 we look at Leadership, CX as ‘an initiative’ and CX in silos. . Leadership The CEO must 100% buy-into Customer Experience with her/ his heart and soul, and must have the complete backing of a strong senior management team. Under these circumstances, CEM is destined to fail.

CEM 49

CEM Customer Experience Leadership Consulting 49

MyCustomer

FEBRUARY 23, 2017

Assessing the customer-centricity of your leaders.

Customer Centricity 47

Customer Centricity CEM Leadership Loyalty 47

Beyond Philosophy

MARCH 16, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Let’s make sure we work together to avoid them for the benefit of the Customer. Customers deserve better. Please click here to learn more. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 60

CEM CRM Conference Employee Engagement 60