Storyminers

JULY 6, 2020

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. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Annette Franz. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Customer Experience Professionals are in constant need of evidence of the ROI of Customer Experience – it is fantastic that KPMG Nunwood are adding even more fuel to the fire!

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!! MD Whitbread Hotels & Restaurants.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. LinkedIn : [link]. Currently working at Qualtrics as a Sr. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ijgolding

JULY 1, 2015

As of today, I have visited 23 different countries all over the globe – talking about; teaching; consulting; guiding; and sharing thoughts, experiences, knowledge, tools and techniques on the profession that Customer Experience has become. Even now, I am writing this blog post from a hotel room in Singapore.

Customer Experience 120

Customer Experience Travel Retail Infographics 120

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Look at hotels at different price points that are very customer focused and doing very well.

Industry 100

Industry Culture Metrics Hotels 100

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. How to Improve Customer Experience Using Journey Analytics. By Steve Offsey. Journey Mapping.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. It was here that I exactly understood what customer experience really is.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Smith+co CX

MARCH 20, 2014

As we are all realising however, we’re having to completely re-think this approach since the continued growth of digital and social channels means the customer (a bit like those pesky electrons) can exist in several places at once. The traditional customer journey. So, the purpose comes first, the technology enables it.

Multi-Channel 51

Multi-Channel Customer Experience Hotels Customer Journeys 51

DCX

JULY 28, 2024

Exclusive Content for Paid Subscribers of the DCX Newsletter Get 30 day free trial Weekly inspiration, education, and coaching for customer-obsessed leaders. NEW FROM DCX: Unleash Your CX Impact in Less than 30 Days Struggling to create a customer-centric culture? Ready to lead real change?

Hotels 52

Hotels User Experience Connections Banking 52

CSM Magazine

MAY 19, 2023

This involves prioritizing customer needs and preferences. By focusing on providing value to customers, companies can foster long-term relationships, improve customer satisfaction, and drive business growth. This helps customer experience professionals adapt to evolving customer demands and remain proficient in their roles.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Pointillist

APRIL 26, 2018

Use this information to seamlessly engage with each customer across touchpoints. For instance, a global hotel brand reconciled poor quality and conflicting customer data to improve data accuracy and significantly improve customer service. Most customer experience professionals agree with that view.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Pointillist

OCTOBER 22, 2018

The ‘why’ comes from customer comments, social media posts and online reviews—all of which are quite difficult and labor intensive to mine without AI. At the end of my 5-day stay in a hotel, they asked if I enjoyed my stay and would recommend the hotel to my friends and family. Find Insights Across Customer Journeys.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

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.”

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40