ijgolding

JANUARY 15, 2016

‘The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. They often think that CX is a ‘project or an initiative’ that will ‘cost money’ and are likely to have a lack of ownership or governance from the very top. Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

ECXO

DECEMBER 20, 2023

Marketers, and enterprise software vendors from dta and analytics to voice of customer, have spent the past 20 to 30 years trying to work out how to get it right – with mostly disappointing results. We all work in regulatory environments which govern the way we use data and protect customer privacy.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., DigiCert is trusted by thousands of government, education, and Fortune 500 organizations. Flavio has a B.S. in Technology Management from Denver University.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Waypoint Group

JUNE 13, 2018

You may feel that you’re driving customer success with CX activities, but. Companies buy your products and services because there’s a promise of ROI. The more your company helps your customer see the business result(s) that your products and services drive the more they will rely on you. Then measure the ROI and communicate it.

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

Waypoint Group

OCTOBER 12, 2021

Are you failing to help your customers with the “change management” process that is so often required for success/value/ROI? Do your CSMs know what governance, oversight, and value means for their book of business?

Company 40

Company NPS Voice of Customer Government 40

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Our solutions make it fast and easy to capture customer, employee, and market insights in one place. and ultimately—to be right.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., DigiCert is trusted by thousands of government, education, and Fortune 500 organizations. Flavio has a B.S. in Technology Management from Denver University.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

InteractionMetrics

MARCH 20, 2025

Contact NICE to get a custom quote for your exact needs. InMoment InMoment transforms unstructured, multi-channel feedback into quick, actionable insights, that slash ROI timelines down to about half the industry norm. Alida is praised for fast results, with clients often reporting positive ROI in 12 months or less.

Software 52

Software Multi-Channel Contact Center Social Media 52

SurveySensum

JULY 14, 2020

Kaye Chapman is a Customer Experience and Learning Specialist, working with global Fortune 500, government, and private firms around the world to design outstanding customer experiences and to embed effective people development strategies. Nancy Porte – CCXP, VP, & Global Customer Experience Leader.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Amity

APRIL 25, 2016

GM & SVP, Global Customer Success - CA Technologies. Dayton, is responsible for designing, deploying, measuring, and governing the CA customer experience (CX) strategy through a global field network of customer success managers, voice of customer programs, and business analytics team. Don MacLennan.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Waypoint Group

OCTOBER 17, 2019

Deeper insights helping marketing create excellent customer-company interactions . Reciprocity strengthens customer relationships while increasing CSM team productivity by 50%+. develops cutting-edge enterprise Governance, Risk, and Compliance (GRC) software. Reciprocity, Inc.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Pointillist

AUGUST 18, 2021

The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries. And that’s really the enablement of this journey management; having that governance to see all the things that are going on and how they’re going to impact the experience.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

RapportBoost

DECEMBER 10, 2018

So, you probably have to start for every customer who complains than 26 customers who don’t say anything and I know I have had it mentioned, as many as 96% of unhappy customers don’t say a word, they just leave. But at the same time, it is like the real ROI gain as well. Are they out on the road? Are they like me?

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40