SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Journey

MARCH 16, 2017

As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. Not a good feeling when you're a customer experience professional.

Exercises 112

Exercises Culture Employee Experience Customer Experience Professionals 112

CX Journey

JULY 25, 2017

Second, I’ve talked to so many people lately who’ve been "volun-told" into a customer experience role. I suppose that’s a good thing. But you cant just "do CX," as I wrote last week.

Customer Experience Professionals 97

Customer Experience Professionals Culture Leadership Customer Experience 97

CX Journey

DECEMBER 13, 2018

Hire a manager-level professional with a strong analytical background who is not afraid of doing the grunt work in the beginning. You will need strong insights to convince your leadership of the need for investment in CX. To achieve these goals, you need to add a dedicated brand designer and a finance person to your team.

Tips 83

Tips Customer Insights Leadership Exercises 83

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. I've been talking about the importance of employees to the customer experience since my days at J.D.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

Michelli Experience

AUGUST 22, 2017

My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. My view is also colored by the work I’ve done with very dedicated customer experience professionals within the airline industry.

Airlines 113

Airlines Data Travel Consulting 113

ClearAction

APRIL 29, 2020

Customer Experience Management , as it should be managed, is alignment of the company to customers. Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. Track record of customer-centric decision-making. Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71