ImprintCX Articles

NOVEMBER 12, 2024

In a recent discussion with Vinay Parmar , I was struck by his suggestion that the title of Chief Customer Officer should be changed to Chief Collaboration Officer. Resilience : Strong collaboration equips teams to navigate challenges and adapt to changes in customer needs or market conditions.

Customer Experience 52

Customer Experience Chief Customer Officer Competitive Advantage Customer Retention 52

CX Journey

OCTOBER 3, 2017

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. they hired a Chief Customer Officer and a Chief People Officer. But, one day. Because of that.

Chief Customer Officer 126

Chief Customer Officer Transportation Culture Leadership 126

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. The future of customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Customer Bliss

MAY 30, 2017

He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. He had several interesting takeaways on customer experience management and transforming CX throughout this interview; I’d encourage you to listen to the entire episode when you get some time.

Financial 121

Financial Banking Healthcare Leadership 121

Lumoa

APRIL 24, 2018

You want to see a complete view of your customers, what's going on, trends, etc. to be able to identify actionable insights on which you can take action to improve the customer experience." Janne Ohtonen Director of Customer Experience Management at Openet. linkedin twitter Why ? linkedin Why? linkedin Why?

System 317

System Effort Score NPS Net Promoter Score 317

CX Journey

FEBRUARY 5, 2015

For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights. At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. In some cases, the two roles might be combined though.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Comm100

APRIL 26, 2020

The question organizations need to ask here is “where are my customers talking about me, and how can I best listen?” Jeanne Bliss has a wonderful section in Chief Customer Officer 2.0. Omni-channel unstructured customer feedback makes things even more challenging. about creating listening paths of various types.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClearAction

NOVEMBER 16, 2017

Yet all of them had tremendous high-visibility that was negative, and essentially erased much of the goodwill that these well-respected brands and their customer experience management efforts had built. We’ve all known customer experience programs that have come and gone. What is Customer-Centricity DNA? (4-point

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. Give agents/employees the tools and authority to make customer-centric decisions…and step away — @MarkOrlan.

Customer Experience 48

Customer Experience Sports Chief Customer Officer Guidelines 48

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. CEO - C hief Customer Office Council. Community Manager - C u stomerExperience.io.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Customer Alignment

DECEMBER 18, 2017

Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

Chattermill

MAY 12, 2019

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph Michelli. The Ritz-Carlton Hotel has long been known for its five-star hospitality and deep understanding of customer experience management. Chief Customer Officer 2.0

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”]

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

SmartKarrot

JULY 15, 2022

Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. Recent studies have shown that customer-centric companies are 60% more profitable than companies that aren’t. Clarabridge.

Customer Journeys 10

Customer Journeys Chief Customer Officer Tools User Experience 10

Wootric CX Blog

DECEMBER 2, 2019

SAN FRANCISCO–December 3, 2019 — Wootric , the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report. About Wootric.

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

Lumoa

JUNE 22, 2021

About this episode In this episode, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Sofia: So well, you do like a lot of things.

Customer Centricity 195

Customer Centricity Hotels Customer Experience Customer Journeys 195

Wootric CX Blog

SEPTEMBER 18, 2019

Wootric’s mission is to help every business in the world make customer experience their competitive advantage with relevant and actionable insights from customers, prospects and employees. Wootric empowers the CX champion to evangelize a customer-centric mindset. About Wootric.

Customer Experience 40

Customer Experience Net Promoter Score Competitive Advantage Self Service 40