CX Journey

JULY 26, 2016

I think Kerry Bodine said it well in her 2013 Harvard Business Review article : Everyone talks about customer experience innovation, but no one knows quite what it is or how to attain it. How does it make customers' lives - and the jobs they are trying to do - easier? A few years ago, I wrote about the Culture of Curiosity.

Innovation 80

Innovation Customer Experience Culture Customers 80

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. A story of many CX professionals tasked with driving change, but with neither the authority nor the budget to do so.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Michel Falcon Experience

JANUARY 16, 2017

I read books on customer experience, I set up a Feedly account and read dozens of articles every day on the subject. I reached out to customer experience professionals on Linkedin and asked many questions. Now that I’m a partner in a hospitality group that has over 100 employees.

Hospitality 60

Hospitality Study Airlines Culture 60

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

Storyminers

JULY 6, 2020

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Hilary George-Parkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Qualtrics

JANUARY 22, 2021

Bruce became so popular in the customer experience space that he and his wife Karen started their own business, Temkin Group, which became a highly respected research and advisory company. Throughout their eight-year success as the Temkin Group, Bruce and Karen worked closely with us and other CX vendors.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Storyminers

JULY 6, 2020

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Hilary George-Parkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

MARCH 26, 2019

Ingredient: External Advisory Groups/Stakeholders. Many companies and government organizations have advisory committees comprised of external stakeholders or clients that, quite simply, advise on how organizations can do a better job for its customers, shareholders, or citizens. Ingredient: Internal Advisory Groups.

Government 22

Government Data Policies Guidelines 22

Russel Lolacher

JULY 4, 2022

He is the senior director of customer experience at arise virtual solutions, which is the platform that connects big brands with working from home service providers. Whereas my wife is not she is not open to that, like she has a small group of like, 75 people, these are my people. Connect with Nate on his platforms: Linkedin.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

System 338

System Effort Score NPS Net Promoter Score 338

Michel Falcon Experience

FEBRUARY 19, 2016

bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” The Worldwide Customer Experience Career Opportunity.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Experience Matters

OCTOBER 5, 2015

Management guru Peter Drucker is credited with saying that “ culture eats strategy for lunch.” Culture can make or break the success of a company, which can be a scary phenomenon for executives. 1) What Exactly is Organizational Culture? 1) What Exactly is Organizational Culture? Cultural Intensity.

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Employee engagement is crucial for any organization striving to become more customer-centric.

Employee Engagement 120

Employee Engagement Customer Centricity Feedback Analytics 120

Answer Dash

APRIL 16, 2019

It places the horse before the cart, conveying that the end is customer lifetime value growth, and the means is meeting or exceeding customer expectations. This simplifies employees’ daily decisions in alignment with corporate strategy. Customer Experience Maturity Cycle. Image Credit: CustomerThink.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76

ClearAction

AUGUST 13, 2019

It places the horse before the cart, conveying that the end is customer lifetime value growth, and the means is meeting or exceeding customer expectations. This simplifies employees’ daily decisions in alignment with corporate strategy. Core Customers Clarity. avoid risk, simplify, expand capability, etc.).

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48