ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country! This is what happens if the pieces of the CX jigsaw are not connected.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

TechSee

JUNE 16, 2022

In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Jeff is truly obsessed with customer service. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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 Airlines Conference Wait Times 152

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. SaaStock North America Date: June 22-24, 2020 Location: San Francisco.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

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

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

Experience Investigators by 360Connext

MARCH 16, 2015

Need a customer-focused speaker for your next event? Jeannie Walters is a TEDx speaker with more than 16 years of experience leading discussion and delivering keynotes as well as leadership and motivational addresses for conferences and corporate events around the world. Save 25% if you use our promo code: JEANNIE.

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

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.

Chief Customer Officer 56

Chief Customer Officer Conference Customer Centricity Customer Success 56

NICE inContact

SEPTEMBER 6, 2016

At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the contact center. I hope to meet you there.

Contact Center 120

Contact Center Average Handle Time Insurance Conference 120

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. She recently wrote the book on customer understanding !

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

Beyond Philosophy

NOVEMBER 30, 2023

Another massively important area that HR deals with is employee engagement and internal communications. We all know happy employees make happy customers. So, that profit analysis skill set is another crucial area when building a program that will get the whole company to embrace the customer. The Legal Team Is Essential, Too.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

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. She recently wrote the book on customer understanding !

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

Verint

FEBRUARY 21, 2018

It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. If you need help persuading your manager to allow you to attend, just download the conference justification memo that you can easily customize. Professional growth.

Conference 36

Conference Engagement Entertainment Hotels 36

ShepHyken

MAY 30, 2018

You may or may not know I’m hired to do keynote speeches at conferences around the world. One of the first questions I like to ask my client when they are interested in having me speak is, “Why do you want to hire a professional speaker for your conference?” Solve Your Customers’ Problems appeared first on Shep Hyken.

Transportation 97

Transportation Conference Sports Customer Service Training 97

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

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. A Disconnected Loyalty Program: Starbucks Rewards lacked integration with digital touchpoints, reducing engagement.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Customer Guru

AUGUST 8, 2018

He is the author of the book “@YourService” and helps businesses transform their customer experience in a digitally transforming world. Greg Ortbach is Engagement Catalyst at Arcane, where he helps businesses engage with their clients and teams better. Ian is the CEO and Founder of Customer Experience Consultancy Ltd.,

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. This community of CX pros from around the globe provides tons of resources, educational opportunities, conferences, and more.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Verint

DECEMBER 20, 2017

It’s time to start thinking about Engage! The Verint Systems global customer conference is an interactive event designed to help you engage with your industry colleagues, get the full benefit of your Verint solutions, and enhance customer engagement—and have some fun while you’re at it.

Engagement 41

Engagement Conference Hotels Tips 41

Beyond Philosophy

JANUARY 8, 2018

From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. While in conversation at a conference where I was speaking, I asked someone what he did for a living. He said he was in Customer Experience. My concerns only grow as we roll into 2018. BigIdeas2018.

Trends 125

Trends eBook System Conference 125

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? They are all about alignment and productivity, and all make assumptions about the influence of engagement on customers.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? Those question are: 1) Really? correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Integrity Solutions

JUNE 10, 2024

In an age of chatbots and artificial intelligence, engagement with customers is more important than ever. Both of these customers need a salesperson who can engage in a high-quality, human-to-human conversation with them, and you can’t do this by reciting a script. Generic product information is easy to find.

Sales 107

Sales Customers Training Case Study 107

ChurnZero

SEPTEMBER 8, 2020

Back in February we felt our first hit in the industry with the cancellation of the beloved SaaStr Annual conference. As a product marketer using @asana , I’m enjoying @AlexanderHood ‘s talk now at #SaaStrAnnual about being customer-centric. What’s scalable is being customer-focused to build the right things!

Net Promoter Score 90

Net Promoter Score Customer Success Conference NPS 90

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. If you would like to follow Beyond Philosophy click here.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ClientSuccess

JULY 6, 2022

As CSMs, finding new and creative ways to engage with customers is not always easy. And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. . What is a customer loyalty program?

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

Verint

NOVEMBER 2, 2017

Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York.

Customer Engagement 42

Customer Engagement Virtual Agent Engagement Wireless 42

Verint

JUNE 7, 2017

Many companies around the world use customer conferences to build strong, long-lasting relationships with customers. From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees.

Conference 32

Conference Engagement Customers Interaction 32

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

Kayako

NOVEMBER 21, 2018

Let your employees go through customer service training. Have everyone attend events and conferences your company hosts, so they can interact and talk with your customers. Seemingly little things like this become the building blocks of a customer-oriented culture. He actively engages with customers.

Culture 120

Culture Banking How To Customer Service 120

Verint

FEBRUARY 22, 2017

Renowned photojournalist, author, and adventurer Dewitt Jones will be a keynote speaker at the Verint Engage Global Customer Conference in Orlando.

Conference 25

Conference Engagement Customers Industry 25

ShepHyken

JUNE 25, 2018

My Comment: The opening sentence caught my attention: “Companies with a highly engaged workforce outperform those without by 147 percent.” How can you get engaged and loyal employees? Personalization Matters: 12 Ways For Brands To Increase Customer Loyalty by Forbes Agency Council. I like that stat! Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Loyalty Conference Tips 86

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34