Lumoa

DECEMBER 17, 2021

The business and growth of Lumoa are driven by the megatrends of data driven decision making, customer focus and digitalization. Following the change, Lumoa will continue to aim high, empower even more its customers to drive business and continue building industry leading AI service.

Ecommerce 195

Ecommerce Banking Retail Groups 195

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Colin Taylor, CEO at Taylor Reach Group.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Industry Hotels Customer Journeys 204

AskNicely

AUGUST 29, 2018

Feedback gets collected and considered once a year amongst a small group, and not readily actioned. More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers. This customer-fueled approach to business growth has evolved into a culture shift.

NPS 150

NPS Net Promoter Score Metrics Customer Centricity 150

Comm100

DECEMBER 19, 2017

For example — identify which customers will be affected, what importance do each customer group have, and set out why they need a CX improvement. Understand Customer and Market Perceptions. Customer experience improvement is centered on the perceptions of the customer, not the business.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

NICE inContact

AUGUST 21, 2019

While the value of Voice of the Customer (VoC) programs seems obvious, many companies still struggle with building one. It is either because they don’t have enough data on the customer or the data is silo-ed and not integrated or there is no organizational alignment to execute on customer insights.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

While the value of Voice of the Customer (VoC) programs seems obvious, many companies still struggle with building one. It is either because they don’t have enough data on the customer or the data is silo-ed and not integrated or there is no organizational alignment to execute on customer insights.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer.

Case Study 152

Case Study Airlines Conference Wait Times 152

Lumoa

FEBRUARY 6, 2018

Is customer centricity already part of the company DNA and culture? Are there efficient processes in place for analyzing customer data or communicating customer insights? Is the ecosystem of customer engagement tools and technologies integrated and seamless, or are they siloed?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

InMoment XI

SEPTEMBER 19, 2024

End-to-End Customer Experience vs Customer Journey The difference between end-to-end customer experience and the customer journey is that one of them is business-focused while the other is customer-focused. The customer journey maps out the path a customer takes and focuses on individual touchpoints.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. Anand and his team looked at who their core customers are and what their needs are.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

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 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

CSM Magazine

AUGUST 10, 2017

We help organisations in media, retail, CPG and beyond to build vibrant customer insight communities. A great example is Bauer Media Group, which manages a global portfolio of more than 600 magazines including Heat and Empire, over 400 digital products and 50 radio and TV stations including Kiss and Magic. Possibly not.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. In the future, sales, marketing and customer service must be connected (and preferably on a single platform) so that the customer experience is consistent. 3) Interview candidates in the same channel that they will interact with your customers. (4)

CRM 40

CRM Customer Focused Self Service Conference 40

Bob Hayes

NOVEMBER 5, 2017

In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g., In the study, companies were segmented into three groups based on how well they use analytics to create a competitive advantage. Analytical Leaders Focus on Generating Customer Insights.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Experience Investigators by 360Connext

OCTOBER 2, 2018

Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. with or without the fancy title and proper job duties.

Customer Experience 110

Customer Experience Customer Journeys Culture Leadership 110

Storyminers

JULY 6, 2020

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. 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. Arie Goldshlager.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CloudCherry

JANUARY 21, 2020

While CX professionals understand that VoC feedback contains a goldmine of valuable customer insights, they can struggle to extract meaning from all of the disparate insights they collect. These programs provide meaningful and actionable insights to executives who can champion the needs of the customer.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Bob Hayes

NOVEMBER 5, 2017

In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g., In the study, companies were segmented into three groups based on how well they use analytics to create a competitive advantage. Analytical Leaders Focus on Generating Customer Insights.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Storyminers

JULY 6, 2020

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. 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. Arie Goldshlager.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Hello Customer

AUGUST 24, 2020

Luminus is part of the EDF Group and is the second-largest energy supplier on the Belgian market. million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. billing, and even when a customer decides to leave. They serve 1.8

Marketing 81

Marketing Touchpoint Government CRM 81

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. They need to tailor insights to Legal, Finance, Facilities, Procurement, and so on.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Horizon CX

MAY 19, 2023

While specific roles may vary depending on the organization’s structure and context, the following key individuals or groups typically play a significant role in managing organizational change: Senior Leadership: Senior leaders, such as CEOs, executives, and board members, have a critical role in initiating and driving organizational change.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. How can something like strong customer culture be quantified? 1) Customer Insight & Foresight.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Wired and Dangerous

MARCH 21, 2016

And while social media streams can provide much needed insights, sometimes the only way to understand your customer is to do it the old-fashioned way and listen in person. We were conducting a customer focus group for a large utility. The focus group leader consented.

Social Media 70

Social Media Sports Banking Fashion 70

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Pointillist

DECEMBER 10, 2019

Each customer’s value links to the ROI of your investment in CX initiatives and overall revenue, two major factors in your organization’s success. Customer insights leaders increasingly recognize the importance of calculating a more customer-focused metric like CLV and infusing it throughout their businesses.

NPS 111

NPS Net Promoter Score Customer Journeys Effort Score 111

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. Generating & Using Customer Insights. Analyzing Customer Insights.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

InMoment XI

SEPTEMBER 25, 2024

Before, the CMR team used to listen to the Voice of the Customer by designing, distributing, and analyzing a wide range of surveys. As the group began working to integrate social media data, they turned to InMoment.

Data 195

Data Social Media Net Promoter Score Analysis 195

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. How can something like strong customer culture be quantified? 1) Customer Insight & Foresight.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

SuiteCX

JANUARY 19, 2015

Don’t underesDmate the importance of comprehensive execuDon • The most frequent failure point is driven by organizaDons underesDmaDng the key success factors that must be executed well 3 Company Challenge Approach Results Client realized CRM technology plan would not work without a Go-­‐to-­‐ Market Strategy and clearer understanding of Needs/Objec2ves (..)

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Lumoa

OCTOBER 31, 2018

Jeremy Watkin, Director of Customer Experience at FCR @jtwatkin | blog “Customer experience doesn’t begin with awe and delight as much as we love reading about this on social media. It’s about bringing all groups within an organization together with a focus on making each experience more effortless for customers.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Hello Customer

AUGUST 24, 2020

Luminus is part of the EDF Group and is the second-largest energy supplier on the Belgian market. million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. billing, and even when a customer decides to leave. They serve 1.8

Marketing 52

Marketing Touchpoint Government CRM 52

ClearAction

NOVEMBER 16, 2017

Take inventory of your company’s rituals (planning, funding, reviewing, rewarding, reporting, communicating, advancement, training) at the corporate level and around your power core, then for the various groups across your company. What’s already done within a customer experience excellence context ? What are the “sacred cows”?

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ClearAction

JULY 8, 2024

New markets and new customer segments. Blue : Second, customer insights use in these growth efforts naturally result in: Right the first time : smoother launches with faster gains. See the metric definitions at 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Thematic

DECEMBER 12, 2023

With the help of Thematic’s AI-powered platform , the unstructured qualitative feedback can be analyzed and presented as structured customer insights. This process uncovers common themes and hidden trends within these customer interactions, all on a large scale. What is Direct Qualitative Feedback?

Analysis 62

Analysis Examples Feedback Social Media 62