Lumoa

APRIL 21, 2022

People who lead Customer Support functions are very well aware of the challenges. You are also very well aware of where you want to go; RevOps, with 69% of you saying your primary reason for gathering customer insights is to increase revenue and reduce churn. To me, that’s hugely positive. You can do this. A simple example.

How To 195

How To Self Service Banking Customer Satisfaction 195

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

CSM Magazine

FEBRUARY 1, 2018

He has had several customer experience roles within Fidelity, and is currently focused on creating better awareness of service opportunities, and delivering better self-service experiences for customers. She has over a decade of experience in customer insights and market research.

Customer Experience 40

Customer Experience Self Service Customer Experience Professionals Insurance 40

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? The self-service kiosks they were rolling into restaurants.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Is customer centricity already part of the company DNA and culture? Blockchain, GDPR) and coordination.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. So, this is the real science of customer experience. Steve Offsey: Yeah, absolutely.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40