TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ClearAction

NOVEMBER 11, 2022

Make the 5-why’s and action planning an annual workshop for every work group. Include cross-functional representatives in each workshop. This allows management to remove roadblocks, applaud progress, and keep in-tune with what customers will experience. This stimulates internal follow-through on action plans.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

Retently

APRIL 5, 2024

Innovative retailers are leveraging technology to enhance the in-store experience and boost brand awareness. The aim is to create an environment that motivates customers to return, not just for products but for the experience itself. The result?

Retail 78

Retail Engagement Strategy Customer Experience 78

One Millimeter Mindset

DECEMBER 10, 2020

Next, they rarely asked for input and feedback from other team members. And they never polled the group for feedback. That is where your team’s most important voice of the customer insights reside: out of sight from the rest of the team. Except their assumptions were not even close to being correct. Contact me here.

Innovation 81

Innovation Consulting Meeting Leadership 81

CX Journey

JUNE 20, 2019

Agile working in practice As with most innovations, they have a mixed track record. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. Early feedback can help address misunderstandings and bring to life priorities. This is one of those examples.

Analytics 138

Analytics Culture Exercises Data 138

Magellan Solutions

JULY 11, 2023

Customers will likely repeat transactions if they have had a good experience. This loyalty results in the following: Higher lifetime value Increased client retention Favorable word-of-mouth referrals Good reputation and feedback Poor customer experiences can also lead to lost sales and a tarnished reputation.

Customer Experience 75

Customer Experience Customer Journeys Net Promoter Score e-support 75

CX Journey

JUNE 20, 2019

Agile working in practice As with most innovations, they have a mixed track record. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. Early feedback can help address misunderstandings and bring to life priorities. This is one of those examples.

Analytics 80

Analytics Culture Exercises Data 80

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. He is a highly influential freelance customer experience consultant and a CCXP.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ijgolding

JUNE 9, 2015

Question 4 – On a scale of 1 to 10 (1 being not at all and 10 being extremely), how well do you adopt customer-centricity and how accountable are you? COMPETENCY 3 – VOC, Customer Insight and understanding. An organisation that has customer insights and a deep understanding of the Voice Of the Customer (VOC).

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Gainsight

APRIL 15, 2019

Anyway, I’m glad you have last year’s blog in front of you, because in this one I want to revisit it to talk about how we’re making changes to Pulse based on that feedback. I made notes on seven pieces of recurring feedback that you liked and seven that you didn’t. What should we do differently for Pulse 2019?

Hospitality 81

Hospitality Leadership Customer Success NPS 81

Qualtrics

FEBRUARY 6, 2019

Gather and measure feedback at every stage of development. Charles Wilson- Product Insights, New Balance. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. Mind the Product San Francisco.

Conference 33

Conference Management Innovation Roadmap 33

SmartKarrot

DECEMBER 15, 2023

The challenge lies in bridging the gap between these seemingly distinct worlds, ensuring that customer feedback becomes a catalyst for informed product development. Aligning these teams means creating a seamless flow of communication, and transforming customer insights into actionable strategies for product enhancement.

Customer Success 10

Customer Success How To Feedback Innovation 10

SmartKarrot

DECEMBER 15, 2023

The challenge lies in bridging the gap between these seemingly distinct worlds, ensuring that customer feedback becomes a catalyst for informed product development. Aligning these teams means creating a seamless flow of communication, and transforming customer insights into actionable strategies for product enhancement.

Customer Success 10

Customer Success How To Feedback Innovation 10

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Thematic

APRIL 17, 2019

I happened to try a design thinking workshop and I remember thinking to myself, “This is what I should be doing!”. Insights” is such a big word, so it’s important to break down what that means and all the teams it needs to collaborate with to be successful. All my academic advisors were professors in my specific field.

Roadmap 63

Roadmap Analysis Data Company 63

ProProfs Chat

DECEMBER 23, 2019

Like in ProProfs Chat, not only do you get to initiate a chat with your website visitors but also take their feedback at the end of the chat through a post-chat survey form. ProProfs Live Chat also helps your operators understand the customer pain-points and improve response time to make sure that no customer feels left out.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

ClearAction

JANUARY 16, 2016

Listening Overload: Over time, voice-of-the-customer (VoC) managers find themselves measuring more listening posts (surveys for various types of interactions the customer has with the company) and wondering how to get more people in the company engaged in caring about and acting on the customer feedback insights.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

BirdEye

MARCH 24, 2023

Startups often struggle with customer turnover, so a consistent stream of new business is even more critical. A development team can also help with feedback on what potential customers are looking for from products and services in your industry. Building an audience on the platform will lead to more customer insight.

Return on Investment 81

Return on Investment Social Media Sales Metrics 81

Qualtrics

JANUARY 16, 2019

Rachel Richter- VP, Customer Insights, Dun & Bradstreet. Eric Soelberg- VP, Customer Insights, LL Bean. Charles Wilson- Product Insights, New Balance. Marie Wolfe- Consumer & Market Insights, Unilever. Peter Mackey Head of Strategic Innovation, Wizer. Nir Eyal- Best-Selling Author, Hooked.

Conference 28

Conference Marketing Case Study Analytics 28

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

BirdEye

MAY 24, 2024

Podium only partially offers this feature, restricting the number and variety of review sites where your customers can leave feedback. You can set up auto-response rules and use personalized templates to respond to reviews at scale, boosting customer satisfaction and engagement. Read this case study to learn more.

Social Media 64

Social Media Multi-Channel Comparison Analysis 64

SurveySensum

JULY 14, 2020

He also founded a purpose-driven company, Customer Imperative, that focuses on helping B2B SaaS to retain customers, grow revenue, and scale customer success and Gain Grow Retain, a community for customer success leaders to share their work, collaborate and grow their careers. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BirdEye

MAY 24, 2024

Podium only partially offers this feature, restricting the number and variety of review sites where your customers can leave feedback. You can set up auto-response rules and use personalized templates to respond to reviews at scale, boosting customer satisfaction and engagement. Read this case study to learn more.

Social Media 52

Social Media Multi-Channel Comparison Analysis 52

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? However, employees are the bedrock of innovation within any organization.

Innovation 330

Innovation e-support Culture Customer Centricity 330

NobelBiz

AUGUST 28, 2023

Real-Time Analytic tools provide insights into agent performance, customer sentiment, and channel effectiveness, allowing for quick adjustments and data-driven decisions. Speech and Text Analytics can monitor interactions, identify trends, and uncover customer insights, enhancing agent training and performance optimization.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

SurveySparrow

JULY 5, 2022

When every interaction that a customer has with your brand is excellent, it means that your experience design is great. Experience design does the following: Offers innovative ideas: By concentrating on experience design, you will not only end up meeting customers’ expectations, but you will also exceed them. Collating feedback.

Gamification 52

Gamification User Experience Travel Apparel 52