Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. In my experience, banks don’t ever put the customer first.

Banking 138

Banking Culture Employee Engagement CEM 138

Michel Falcon Experience

OCTOBER 10, 2014

. It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. I knew that I needed to first cut my teeth before I became a consultant and keynote speaker.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

CX Accelerator

MARCH 16, 2020

Maria Ebrahimi, Customer Experience Manager at 101 Commerce, isn’t offended by the term “agent” and actually prefers it. You’d never make a job description for a ‘Product Manager Ninja’ so don’t do it for customer service.”. What’s wrong with the traditional terms? And are new titles any better?

Contact Center 228

Contact Center Communication Groups Customer Service 228

Beyond Philosophy

NOVEMBER 10, 2014

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Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

Course 154

Course Training Competitive Advantage Employee Experience 154

Beyond Philosophy

OCTOBER 29, 2014

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

CX Accelerator

MARCH 16, 2020

Maria Ebrahimi, Customer Experience Manager at 101 Commerce, isn’t offended by the term “agent” and actually prefers it. You’d never make a job description for a ‘Product Manager Ninja’ so don’t do it for customer service.”. What’s wrong with the traditional terms? And are new titles any better?

Contact Center 182

Contact Center Communication Groups Customer Service 182

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Centric

MARCH 29, 2023

On the 29th of June CX-Centric in collaboration with Alida and Anthrolytics hosted a very poignant event which was on Rethinking Employee Experience in the new World of Work. In this event, we had a pull of great think tanks who are very much devoted to Employee Experience. He also runs CX Brussels ( www.cx-brussels.be

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

SurveySensum

NOVEMBER 6, 2024

Beginners can easily create customized surveys with no advanced scripting knowledge. The tool also provides CX consultation from CX experts who provide CX solutions and recommendations for you to meet your CX goals. Ease of Use 8.1 Quality of Support 8.1 Ease of Setup 8.3 Here’s a closer look at its key features. Key Features 1.

Survey 52

Survey Feedback Management Comparison 52

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Top 10 CustomerGauge Alternatives in 2025 1. Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

PeopleMetrics

DECEMBER 12, 2019

Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

CX Journey

FEBRUARY 11, 2016

The customer experience custodian was just one of the topics we discussed. As you probably know by now, I'm always happy to talk to anyone about customer experience and employee experience. Is Customer Experience an integral part of your strategy and consulting initiatives?

Customer Experience 80

Customer Experience Advertising Trends Touchpoint 80

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

OCTOBER 27, 2015

The spirit of the statement, though, is this: every employee impacts the customer experience , whether he's part of your frontline interacting with customers face to face/phone to phone or she's behind the scenes making sure the website works well or designing brochures to describe your products. In this regard.

Customer Experience 80

Customer Experience Customer Experience Professionals Consulting Call Center 80

ShepHyken

SEPTEMBER 28, 2022

Customer Delight as a Survival Strategy. How Customer Experience Can Save Businesses in the Current Economy. Shep Hyken interviews Mita Bedi, CEO and Co-founder of Resonate Solutions , a customer experience management platform. Customers are rethinking every relationship.

Competitive Advantage 75

Competitive Advantage Employee Experience Consulting Culture 75

Wootric CX Blog

AUGUST 22, 2019

Conversational survey s use chatbots to branch the conversation to get more specifics from a customer without burdening them with a lengthy survey. Bringing employee experience into the CX equation. This makes it easy for teams to close the loop with customers–an all-important step in the quest for superior experience. .

Trends 45

Trends Customer Experience Management Net Promoter Score Customer Experience 45

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

NOVEMBER 26, 2024

SurveySensum – Platform Overview SurveySensum is an AI-enabled customer experience management software that provides end-to-end CX solutions that help you take prioritized actions impacting your bottom line and driving business growth. . → Looking for alternatives to Medallia that will match your needs and requirements?

Comparison 52

Comparison Effort Score Analysis Self Service 52

Beyond Philosophy

OCTOBER 24, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI 74

ROI Net Promoter Score CEM Conference 74

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1.

Customer Experience 100

Customer Experience CEM Customer Journeys Social Media 100

SurveySensum

DECEMBER 24, 2024

GetFeedback All-in-one customer feedback tool Easy integration with APIs and third-party tools Real-time feedback management Contact to know the pricing details 4.5 Alchemer Survey customization Integration with CRM and ERP software Collaborator $55 per month Professional $165 per month Full access $275 per month 4.4

Multi-Channel 52

Multi-Channel NPS Survey Analysis 52

Beyond Philosophy

FEBRUARY 2, 2015

Blogs Market Research CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer emotions customer engagement Customer experience customer experience books customer experience management customer experiences Emotional Experience Employee Experience experts insights Moment Mapping Patient (..)

Tools 60

Tools Marketing CEM eBook 60

Beyond Philosophy

JANUARY 28, 2015

The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.

CEM 60

CEM eBook Conference Customer Centricity 60

Thematic

JULY 21, 2023

Could you tell us about this natural language processing and machine learning consultancy? By running a consultancy, I learned about a variety of problems people have. Anton: So, you started working on Thematic by seeing a need while working as a consultant at Entopix? Anton: Before Thematic, you founded Entopix.

Analytics 62

Analytics Feedback Net Promoter Score Chatbots 62

Ian Williams

JANUARY 11, 2020

The airline should be working with these authorities to improve the experiences their customers get. You can’t help to deliver a great Customer Experience if your people are getting a bad Employee Experience – Employee experience and customer experience are inextricably linked.

Airlines 52

Airlines Transportation Entertainment Insurance 52

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. In my experience, banks don’t ever put the customer first.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

Forcivity Salesforce

JANUARY 5, 2022

However, brand loyalty is not possible without improving the employee experience as well. Cultivating a better customer experience and employee experience increases a company’s chances of growth as employees are the key factor in promoting brand loyalty. Salesforce Digital Transformation.

Customer Experience 59

Customer Experience CRM Technology Loyalty 59

SurveySensum

SEPTEMBER 24, 2024

While Numr is a great customer feedback tool , it lacks certain important features and settings, stopping you from achieving the success you are looking for. Numr is a customer experience management tool that enables businesses to predict customer’s actions by gathering and analyzing insights from surveys.

Feedback 52

Feedback Management Touchpoint Analytics 52

SurveySensum

MAY 24, 2024

Qualtrics is a widely used customer experience management tool that focuses on creating surveys, collecting responses, analyzing data, and generating reports to improve overall customer and employee experience. Qualtrics: CX Consultation New to the CX world? Where to start? NPS or CES or CSAT?

Tools 52

Tools Multi-Channel Consulting Survey 52

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. Second, you must understand it from your employees’ viewpoint — not just the brand, but the employee experience in total.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

A few starters include: Cemantica : Cemantica is a scalable customer experience management platform created by CCXP professionals, which is a huge plus in our book! The solution offers journey visualization tools alongside plenty of other capabilities for dissecting customer journeys and understanding their satisfaction.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

ClearAction

DECEMBER 16, 2017

Silo costs include re-work, delays, scrap, morale, churn and lost opportunities for your company and for customers. It’s possible that most pain in business is caused by silos, affecting employee experience, customer experience, and shareholder experience alike. Customer Experience Data Silos Demystified.

Omni-Channel 54

Omni-Channel Customer Experience Customer Experience Management Culture 54