Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. And obviously, the last couple of months, as myself and my leadership have had to recast that vision. “When you talk about concern, anxiety and sustainability kind of go hand-in-hand.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Customer Bliss

MAY 4, 2017

Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. Concur is also a SaaS company. They take companies of all sizes and stages beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Additionally, this transformative work ties into the importance of working together in a united front to achieve the overall objectives of your company or agency.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

ECXO

MARCH 6, 2025

Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers. Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement.

B2B 314

B2B Customer Journeys How To Effort Score 314

Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. Resources Mentioned: Learn more about CXI Flight School Don’t miss the next episode!

Policies 200

Policies Roadmap Culture Leadership 200

InMoment XI

DECEMBER 3, 2024

Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. Investing in robust CX software can simplify these activities.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Customer Bliss

MARCH 16, 2018

Commitment Questions : As CEO, do you clearly articulate what you want the company to become for customers and constantly reinforce and drive the company in that direction? Make the Customer Leadership Executive an Officer of the Company. CX Click To Tweet. The CCO needs to be considered as a peer among the C-Suite.

Leadership 111

Leadership Engagement Chief Customer Officer Course 111

CX Accelerator

JUNE 8, 2020

When frontline employees navigate difficult customer issues, their engagement will increase when they see leadership addressing some of the problems they share. Present your product roadmap and get valuable customer input. Many companies do a lot of talking on social media but not enough listening. Learn about your competitors.

Survey 345

Survey Social Media Contact Center Call Recording 345

Customer Bliss

AUGUST 3, 2018

How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. .

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services. This process took a year.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

CX Accelerator

JULY 1, 2020

Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Companies with business continuity (BC) plans and with digitally transformed solutions found it easier to adjust. Many of these companies have their entire workforce working from home now.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

AWS Machine Learning

JUNE 24, 2022

This combination of ML and operations (MLOps) is helping companies streamline their end-to-end ML lifecycle and boost productivity of data scientists while maintaining high model accuracy and enhancing security and compliance. With the MLOps maturity model, we can define a clear architecture design and delivery roadmap.

Roadmap 122

Roadmap Training Data Government 122

Customer Bliss

AUGUST 22, 2018

Does your company need a CCO? To help you assess whether or not your company needs a CCO, I’ve put together a set of tactical statements to help you accomplish two things. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

InMoment XI

OCTOBER 7, 2024

Set Local Search Zone Optimize your local SEO with a fixed search zone radius Most companies have a specific search zone radius in mind they’d like to monitor and track across their search terms and locations. InMoment has shared its press and release notes, highlighting its technological advancements and industry leadership.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

C3Centricity

MAY 11, 2020

Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Read on for my own thoughts and perspectives on what should be a top company objective which results in proven business success. . It should not be treated as just another project but as a long-term company top 3 objective.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. But he had been working at the company for 10 years already and saw this as an opportunity to truly make some changes in the company and overhaul the CX program. He put together a one-page roadmap and brought it to the senior leadership team.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Customer Bliss

OCTOBER 16, 2018

And how metrics need to change, how leadership styles needs to change, and how you need to bring people to the table differently. Those competencies give you a specific roadmap. ” and “will they link arms to deliver an experience to the customer that means a one-company experience?” How reliable are you?

Customer Experience 185

Customer Experience Chief Customer Officer Video Leadership 185

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Customer feedback dashboards. They love us.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Calabrio

JANUARY 2, 2020

The acquisition was the ideal next step for both companies to unite and create the global standard for the customer experience industry and take the shared mission to humanize the workplace to new heights. One company, one brand, one website. Therefore, on January 13 we will completely unite under the Calabrio brand.

Brands 221

Brands Social Media Roadmap Contact Center 221

Customer Bliss

AUGUST 22, 2018

Does your company need a CCO? To help you assess whether or not your company needs a CCO, I’ve put together a set of tactical statements to help you accomplish two things. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

Customer Bliss

OCTOBER 17, 2019

And what I’m here to tell you is, as someone who’s done it—I moved from a catalog company, to a car company to insurance, to real estate, to technology—the key though is getting the fundamentals down early. Three critical skills to your roadmap as a CX leader. And the fundamentals are a few things. #1:

Industry 135

Industry Chief Customer Officer Roadmap How To 135

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. You’ll hear all about these trends beyond just the leadership question at Pulse, but I wanted to give you a sneak peek with this post. And at the same time, I hear from CS leaders wondering if their company is approaching CS from a 2020 perspective.

Leadership 79

Leadership Customer Success Roadmap Conference 79

ECXO

FEBRUARY 3, 2025

Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. Example: Imagine a customer buying a piece of software from your company. Example: Imagine reaching out to a company for information about a product.

Sales 247

Sales Customer Experience e-support Examples 247

GetFeedback

JANUARY 27, 2020

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. Simply put, it’s not enough to say your company delivers great service—you have to make sure your customers agree.

How To 221

How To Customer Journeys Feedback Survey 221

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. NPS Best Practices Tip #3: How You Execute is Key To Your Success Effective execution determines success.

NPS 195

NPS Customer Centricity Automotive Culture 195

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. So, to remain competitive, more companies are rushing to undertake complex digital transformations in order to keep pace with customer demand. Choose the Right Leadership. Ready to modernize your own contact center?

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. Learn More.

Analytics 285

Analytics NPS Financial Analysis 285

Calabrio

JANUARY 2, 2020

The acquisition was the ideal next step for both companies to unite and create the global standard for the customer experience industry and take the shared mission to humanize the workplace to new heights. One company, one brand, one website. Therefore, on January 13 we will completely unite under the Calabrio brand.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

Lumoa

FEBRUARY 9, 2023

At the same time, it is also what most companies are missing. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. How do you take action on customer experience? Listen to your customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

JULY 17, 2024

The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly. Our product roadmaps are based on what our customers want, and they’ll get it…in six to eighteen months, maybe. And they thought – hey, we know our customers! They love us. No worries here.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). the question of NPS for your company:? The same applies for B2B SaaS companies. I’m not joking.

NPS 96

NPS Net Promoter Score Company Roadmap 96

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. How the CX ROI Metrics Roadmap Works Gold : First, your CX team facilitates earnest use of customer experience insights for growth efforts: Products and services : new, upgrades, and lite versions.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. Her autobiography Can I Be Me and her latest Emotional Justice, A Roadmap for Racial Healing. This is a company this is work. She is the CEO of The Armah Institute of Emotional Justice – a global institute on implementing the Emotional Justice framework.

Roadmap 98

Roadmap Culture Policies Connections 98

ijgolding

APRIL 19, 2017

The purpose and ambition of any company ‘should’ be made clear in the creation and documentation of its strategy – strategy being defined as ‘a plan of action designed to achieve a long-term or overall aim’. It is a guide, a roadmap, a set of boundaries by which the business will function.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

InMoment XI

SEPTEMBER 3, 2024

By analyzing conversations across multiple channels, companies can better understand customer needs, identify trends, and drive meaningful improvements that lead to greater satisfaction and loyalty. Employee Training and Coaching Organizations can identify areas for improvement in collaboration, leadership, and professional development.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Kayako

AUGUST 7, 2015

Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. You can watch it now. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: Alignment around experience.

Chief Customer Officer 120

Chief Customer Officer Roadmap Leadership Customer Experience Professionals 120

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. What do your employees say to one another, in company surveys and on review sites like Glassdoor?

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156