Comm100

APRIL 26, 2020

And by the close of 2020, CX is forecast to overtake product and price as the key brand differentiator, according to Jacada Group. With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. Why is this?

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

Wootric CX Blog

JANUARY 14, 2020

Customer communication platform: support tickets. CX management platform: voice of customer data (satisfaction, loyalty, attitudes, emotions, themes, requests). With a single click: Customer data — traits, events, etc.– Voice of customer feedback from Wootric becomes available to other platforms.

Customer Experience 64

Customer Experience Net Promoter Score Effort Score Voice of Customer 64

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. Sarah Sargent – CCXP, Director of Customer Experience at Radian Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. This is hard work but it’s that work that ultimately brings about happy, loyal customers. Three words: voice of customer.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

ClearAction

JANUARY 6, 2021

11) Start expecting everyone to align to customers. A rogue decision by a small group or even one individual can derail your customer experience progress , reputation, and even your stock price. Plan up-front for balanced effort to last for the long-haul in making a difference for customers.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ChurnZero

MARCH 29, 2019

Many companies now consider a volume of diverse opinions more important than obtaining comprehensive answers from a small group. Emphasizing CX within the B2B context and the role of Customer Success teams in driving change, this webinar will: Teach you about the key aspects of customer-centric business practices (e.g.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

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. They make our lives better, share their expertise, uplift our spirits, and show profound generosity. Why we love Augie: He’s the Sr.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ClearAction

APRIL 29, 2020

Track record of customer-centric decision-making. More than two customer-management roles previously, such as voice of customer, experience design, customer care, customer intelligence, customer loyalty. Comfortable with public speaking and facilitating large group sessions.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I really enjoyed driving cooperation across different groups, and was able to increase my company’s profitability.

B2B 30

B2B Groups CRM Culture 30

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. VP of Client Experience & Transformation - ADP.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

ChurnZero

APRIL 5, 2019

By segmenting each customer group , you can get your team attuned to each account’s needs (product focus, usage etc.). Emphasizing CX within the B2B context and the role of Customer Success teams in driving change, this webinar will: Teach you about the key aspects of customer-centric business practices (e.g.

Tips 40

Tips Customer Success Customer Centricity Leadership 40

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

SmartKarrot

MARCH 8, 2022

Donna has successfully helped many companies scale their Customer-Success growth and reap the benefits of the if the customer wins, the company wins phenomenon. A leader who believes in ‘paving a path forward no matter the odds,’ Elli Wu is a Customer Experience professional, board advisor, engagement expert, speaker, and author.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SmartKarrot

JANUARY 5, 2022

She believes true customer success is determined by companies being the best version of themselves that she helps them form through their behaviors and actions. Jeanne’s also the Co-Founder of the Customer Experience Professionals Association. Matt Myszkowski. Megan Bowen. Currently, she’s the COO and CCO of Refine Labs.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

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. Strategic #metrics are the ‘voice of the… Click To Tweet. So, this is the real science of customer experience.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Kustomer

APRIL 23, 2020

And it’s been great because honestly, as the host of Voices of Customer Experience or Voices of CX, I have spoken to some of the most brilliant brains that are out there nowadays. But when people are looking at the experience, there are a lot of definitions out there. Stop ruining my group text.

Customer Satisfaction 52

Customer Satisfaction Customers Customer Service Innovation 52

Answer Dash

APRIL 16, 2019

What natural patterns in all of the above stand out to organically define groups of customers? ignoring demographics and other traditional segmentation criteria) Which organically defined group has the greatest potential to drive your enterprise’s growth? avoid risk, simplify, expand capability, etc.) Connect with Ms.

Customer Experience 76

Customer Experience Customer Journeys Financial Handbook 76

ClearAction

AUGUST 13, 2019

What natural patterns in all of the above stand out to organically define groups of customers? Which organically defined group has the greatest potential to drive your enterprise’s growth? 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