InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Lumoa

JANUARY 9, 2018

Stop organising by function and skill set, start organising by ‘ability to deliver customer success’ create ‘experience teams’ of people with different skills and different core competencies that can manage the entire customer life cycle and reward them together for the achievement of customer success, not completing tasks and activities.”.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Experience Investigators by 360Connext

OCTOBER 27, 2020

Some tools allow for triggers like the first time a customer logs into a new tool, or when they interact in a specific way. Customer success leaders often create triggers or timelines for account managers to follow up directly with a customer.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

CX University

FEBRUARY 13, 2025

Customizable success metrics: The platform provides a host of customer success metrics with the ability to create custom ones to align with organizations top KPIs. Opportunity scoring: JourneyTrack uses the Jobs-to-be-Done framework to help businesses make better CX decisions and prioritize improvements.

Customer Journeys 72

Customer Journeys Software Innovation Course 72

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Professional Associations. August 13, 2015. New York City.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? Speaker: Julia Ahlfeldt, Certified Customer Experience Professional.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Alida

MARCH 10, 2017

Jeanne Bliss, co-founder of the Customer Experience Professionals Association, says a chief customer officer (CCO) needs to lead the charge. Lack of ownership. CX programs require strategy and leadership from the top. Without a CCO or equivalent driver of a CX program, there can be no unity.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 196

Kerry Bodine

JANUARY 13, 2016

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Looking for someone to speak at your next event?

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

CustomerSuccessBox

OCTOBER 4, 2021

Also according to the CMO Council, it is found that 14% of marketers believe that customer-centricity is the trademark of their companies. But how can you begin to shine in Customer Success ? You can do this clearly by getting the training which is right for you or rather getting customer success certification.

Customer Success 52

Customer Success Customer Centricity Course Customer Experience Professionals 52

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Looking for someone to speak at your next event?

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Customer Guru

AUGUST 21, 2018

Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”. He believes that customer success is the way to make customers stick to the brand longer, buy more and advocate for them.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Course 52

Course Customer Journeys Customer Success Consulting 52

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! It’s a huge step forward in your professional life. Especially, in the field of Customer Success. The Customer Success movement is still in its infancy, and many businesses are only now beginning to apply it at the executive level.

Customer Success 52

Customer Success Customers Leadership Sales 52

Lumoa

APRIL 21, 2022

What will make Customer Success succeed?” Reduced churn New opportunities Satisfied customers Bigger communities Less complaints More references Understand other’s preferences “Response time” “First call resolution” Are these really insightful Or just noise pollution? Ask “What does Sales need?” “How How can I help Product?”

How To 195

How To Self Service Banking Customer Satisfaction 195

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

APRIL 5, 2019

Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders. Here are just a few of our favorite tips that we wanted to share with the larger Customer Success community. Hiring and Scaling a Customer Success Team. Hiring and Scaling a Customer Success Team.

Tips 40

Tips Customer Success Customer Centricity Leadership 40

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

CX University

NOVEMBER 21, 2020

Customer experience means a plethora of different things to different people. Customer experience is not the same as customer satisfaction or customer service and whilst there are some good guys doing some great work in the field of customer success, customer experience is quite different.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Customer Bliss

AUGUST 16, 2018

We chat about his progression from running a call center to becoming a CCO, and the work he’s done to get employees and leaders to view B2B operations as more than just a sales approach, but as an overall customer experience journey. About Lee Roquet.

Customer Experience 111

Customer Experience Strategy Chief Customer Officer Call Center 111

Alida

AUGUST 30, 2017

One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. His presentation on the growing “reality gap” between the C-suite and their customers will challenge what you already know about CX.

ROI 100

ROI Innovation Effort Score Customer relationships 100

Influitive

MAY 26, 2020

Influitive was proud to sponsor this virtual summit and connect with marketing, customer success and customer experience professionals from around the world. Looking back, here are a few key learnings that every customer engagement professional should consider as they look to optimize their strategies

Customer Experience Professionals 11

Customer Experience Professionals Customer Engagement Connections Engagement 11

Oracle

MARCH 1, 2021

These are critical questions that inform the future of your CX and customer success initiatives in today’s landscape. Jeannie has spent nearly 20 years evaluating and improving customer experiences. She works with Fortune 500s and other brands to help “create fewer ruined days for customers.”

Technology 81

Technology Advertising Customer Experience Professionals Entertainment 81

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Software 40

Software Customer Success Culture eBook 40

Experience Investigators by 360Connext

JULY 12, 2022

Some tools allow for triggers like the first time a customer logs into a new tool, or when they interact in a specific way. Customer success leaders often create triggers or timelines for account managers to follow up directly with a customer.

Customer Journeys 143

Customer Journeys Social Media Exercises Feedback 143

Influitive

MAY 26, 2020

Influitive was proud to sponsor this virtual summit and connect with marketing, customer success and customer experience professionals from around the world. Looking back, here are a few key learnings that every customer engagement professional should consider as they look to optimize their strategies

Customer Experience Professionals 52

Customer Experience Professionals Customer Engagement Connections Engagement 52

Oracle

MARCH 11, 2020

Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). Jeanne Bliss.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Ellie: She’s a speaker, writer, and Senior Director of Customer Success at SAP Concur. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ChurnZero

MARCH 29, 2019

How Customer Success Can Catalyze Customer-Centric Change. Customer-centricity is a term that gets bounced around, but what does this really mean and how can customer success teams contribute to their organization’s CX evolution? Speaker: Julia Ahlfeldt, Certified Customer Experience Professional.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

Kustomer

AUGUST 26, 2022

Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Customer Success Leader. This podcast is dedicated specifically to data optimization and customer onboarding.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

Wootric

DECEMBER 21, 2018

Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level. Customer Success Operations Manager: Does Your Team Need One? There is nothing so useless as doing efficiently that which should not be done at all.” – Peter F.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. Best Customer Success Certifications 2021.

Customer Success 22

Customer Success Course Training Customers 22