Customer Bliss

AUGUST 15, 2017

Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. She is a regular speaker at CX events and conferences across Europe. Customer strategy. Focus on one customer issue.

Travel 204

Travel Industry Hotels Customer Journeys 204

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Organizations are finally recognizing they cannot afford to ignore their most important asset—their customer.

Chief Customer Officer 56

Chief Customer Officer Conference Customer Centricity Customer Success 56

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience. .”

Case Study 152

Case Study Conference Airlines Wait Times 152

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. My Comment: Last week I attended the Oracle ModernCX conference in Las Vegas.

Customer Service 113

Customer Service Competitive Advantage Trends Culture 113

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

MAY 17, 2018

Cultural transformation is never easy. Turning a traditional business into a customer-focused culture won’t happen overnight, regardless of how much you wish it would! The long, painful process of turning the idea of customer-centricity into a reality was a consistent drumbeat. It’s inspiring!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

CX Accelerator

SEPTEMBER 16, 2022

Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. Leaders claiming to be “customer focused” without ever telling customer stories or observing them themselves. It's easy (and normal) for doubt to creep in.

Study 208

Study Case Study Consulting Culture 208

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 90

Net Promoter Score Customer Service Omni-Channel Customer Centricity 90

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

SEPTEMBER 2, 2019

The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. Feshdesk) To help you figure out which events to attend, we have curated a region-wise list of top customer experience conferences around the world. My Comment: Every wonder what customer service and customer experience conferences to attend.

Customer Service 89

Customer Service Conference Employee Experience Customer Service Training 89

ShepHyken

OCTOBER 7, 2019

My Comment: One of the most popular discussions I’m hearing at conferences has to do with the balance between a digital experience and a human experience. At the best companies, it’s part of the culture. This article is a reminder, along with a few good ideas, to become a more “customer-centric” organization.

Customer Service 117

Customer Service Infographics Customer Centricity Social Media 117

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

ClientSuccess

JANUARY 25, 2021

And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks. Actionable ways to bridge the gap between customer success and marketing.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Thematic

JANUARY 2, 2019

Leadership must be committed to improving and should regularly attend training, seminars and conferences. Allowing them the freedom to develop CX initiatives will ensure they are customer focused and invested in organizational goals. Frontline supervisors, leads and managers are a great source for ideas- one of the best IMO.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? Think is IBM’s flagship conference designed to deliver all the technical training, strategic expertise, and impactful lessons that a company needs to compete in today’s changing world.

Conference 66

Conference Leadership Culture Customer Centricity 66

ShepHyken

JANUARY 6, 2020

This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. That said, ROX can apply to any part of the customer experience. 6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett.

Customer Service 80

Customer Service Contact Center Customer Journeys Employee Experience 80

ShepHyken

MAY 8, 2017

10 Content Marketing and Customer Experience All-Stars by James A. CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. For information contact or www.hyken.com.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

InteractionMetrics

JANUARY 7, 2025

Takeaways from the Customer Journey Mapping Roundtable Takeaway #1. Customer Journey Mapping Is Not Just a Pretty Picture Journey mapping isnt about creating colorful diagrams to hang in your conference room. Employee-Focused Goals: Attracting and retaining top talent by addressing employee needs and engagement.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

ShepHyken

OCTOBER 23, 2019

A couple of weeks later, I attended a conference at a hotel in Orlando. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. It was out of their control.

Hotels 105

Hotels Conference Customer Service Training Meeting 105

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Daniel Group

NOVEMBER 9, 2024

Key Insights: Why customer retention is as crucial as acquisition The role of Customer Experience (CX) in fostering loyalty How referrals from happy customers can supercharge your marketing efforts Read the full blog here to learn more about strengthening your “virtuous network” of loyal customers.

Customer Retention 52

Customer Retention Strategy Marketing Conference 52

One Millimeter Mindset

MAY 23, 2019

Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. Lead a more employee- and customer-focused workforce. There always is a story behind the toxic professional stories which you are stuck inside. Liberate yourself from toxic professional stories.

Leadership 70

Leadership Conference Innovation Culture 70

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. How does this exceed the needs and expectations of customers? How visible is it to your employees?

Customer Centricity 54

Customer Centricity CEM Conference Policies 54

ChurnZero

JANUARY 24, 2022

Or what is customer-centric service ? What is Customer Centricity? Customer centricity is a customer-focused mindset that places the user’s experience at the forefront of the business strategy. Putting your customers first is a cultural element of your business that’s harder for your competitors to replicate.

Customer Centricity 98

Customer Centricity Strategy How To Customers 98

Clarivate

JULY 7, 2017

And worse, by its nature silos are inward-focused, and that is the root of many problems when it comes to achieving great CX. At the Forrester Research conference a couple of weeks ago, I sat down with Joana van den Brink-Quintanilha, one of their senior Analysts focused on Customer Experience.

Customer Journeys 53

Customer Journeys Connections Touchpoint Exercises 53

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27

ShepHyken

SEPTEMBER 19, 2022

Sartini adds that when employees are treated fairly and feel empowered, they in turn deliver better experiences for customers. My Comment: Years ago, I was the keynote speaker at a Morton’s Steakhouse general managers conference. My Comment: This is a great list if you’re looking to read some amazing books on customer experience.

Loyalty Programs 66

Loyalty Programs Customer Service Infographics Chatbots 66

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Beyond Philosophy

NOVEMBER 30, 2023

However, to create a breakthrough to change the organization’s culture, you can’t stop there. That would leave one group with a customer-centric mindset and the rest without one. So, that profit analysis skill set is another crucial area when building a program that will get the whole company to embrace the customer.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Be sure to watch the short video. It is amazing!

Customer Service 76

Customer Service Employee Experience Video Conference 76

ProProfs Chat

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? Listen, Think and Act on Customer Opinion. Are you just hearing or actively listening to what your customers are saying? Forbes reported that DHL’s customer satisfaction scores increased by 80% as a result of these co-creation initiatives.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Chae Stewart, Digital Customer Success Manager. This year’s TSIA Interact was my first time experiencing the conference. The Future of Digital Engagement.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

Kustomer

DECEMBER 17, 2020

If the connection is strong from the get-go, a company is more likely to retain those customers and their long-term support. Having worked at world renowned conference company, TED , Sioban knows that it’s the small but important changes that make a world of a difference to the customer. Small Changes Make a Big Difference.

Connections 57

Connections Conference Loyalty Survey 57

ClientSuccess

NOVEMBER 22, 2022

If you don’t have your customer success, marketing, and sales teams combined in the same way, be sure to have a consistent cadence of meetings to keep alignment always top of mind as a core piece of your goals. So how can you ensure that your customer focus drives value for your brand?

Customer Success 69

Customer Success Strategy Marketing Social Media 69