SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Heightened empathy and benevolence go beyond touch-points to include policies and processes that are owned by a wide variety of functional areas.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ClearAction

OCTOBER 25, 2015

In truth, it boils down to making your company irresistible to customers and prospects. That can’t happen by virtue of asking more questions, incenting more purchases, enticing referrals, and other typical customer experience management practices. Plan for it in your new year. Carpe diem!

Customer Experience 48

Customer Experience Customer Journeys ROI Customer Experience Management 48

ClearAction

FEBRUARY 27, 2015

" Additionally, customer experience insights should be woven into strategies, organization structure, processes, policies, hiring and promotion criteria, training and performance assessment, and the general psyche of the company. Apply your customers' goals to your executives' and employees' goals.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

ClearAction

FEBRUARY 14, 2015

If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers? You streamline your processes and right-fit your policies to help them want (and have the wherewithal!) In the article Customer Experience Capabilities, Not Projects!

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 49

Customer Experience Customer Centricity Conference Call Center 49

ClearAction

FEBRUARY 26, 2015

Accelerate participants' and readers' attention toward "how do these insights change the way we should look at all of our existing efforts, processes, policies, business models, messages, handoffs, and mindsets?" Inspire Voice of the Customer Actions: 12 Ideas. Measure Customer Value the Customer's Way.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 40

Customer Experience Customer Centricity Conference Call Center 40

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 40

Customer Experience Customer Centricity Conference Call Center 40

Qualtrics

MARCH 26, 2019

Ingredient: Survey Policy. One key ingredient to establishing CX governance is a survey policy. Use your agency’s other policies as a guideline for drafting your survey policy. Get your survey policy approved through your organization’s executive channels. Then, socialize it. Then, socialize it.

Government 22

Government Data Policies Guidelines 22

Qualtrics

MARCH 19, 2019

You might think that with all the ways there are to collect customer feedback nowadays, it would be simple for every company or organization to do it, right? Qualtrics is the only customer experience management platform available that is FedRamp certified. Watch the data security webinar. Watch Webinar.

Feedback 22

Feedback Government Survey Data 22

Qualtrics

AUGUST 28, 2019

Just like experience management practices like voice of the customer, strategy, governance, and service design can help private sector businesses to be more efficient, the same is true in government. Here are three examples of how some government entities are approaching and thinking about experience management.

Government 20

Government Customer Experience Policies Leadership 20

Qualtrics

APRIL 9, 2019

Because in today’s business world, if you ask customers the right questions, listen in a different way, and let customers share feedback on their terms, then you’re making the right moves toward finding new sources that can alert you to certain risks. Want expert help? Request a consultation from our federal team. CONTACT US.

Government 46

Government Conference Survey Social Media 46

Answer Dash

APRIL 16, 2019

Understanding customers’ consequences compels employees to anticipate customers’ reactions and to align their decisions with what’s most efficient and effective for customers and your firm. Knowing customers’ overall objective empowers employees to find novel ways to generate value that customers will reward.

Customer Experience 76

Customer Experience Customer Journeys Financial Handbook 76

ClearAction

AUGUST 13, 2019

Understanding customers’ consequences compels employees to anticipate customers’ reactions and to align their decisions with what’s most efficient and effective for customers and your firm. Knowing customers’ overall objective empowers employees to find novel ways to generate value that customers will reward.

Customer Experience 48

Customer Experience Customer Journeys Financial Customer Experience Professionals 48