InteractionMetrics

JUNE 19, 2023

Before this, products were primarily designed based on whatever the engineering team wanted to build, not what the customer wanted, needed, or was able to use functionally. Founded in 2004, Stanford University’s Hasso Plattner Institute of Design broke down Design Thinking into five distinct phases: Empathize : Understand your customer.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

Horizon CX

JULY 15, 2019

Now let’s take this to the current state of learning around the Customer Experience discipline. It would be safe to say that advances in technology in and around learning have facilitated a lot more capability for successful online learning. My learning here was both interactive and memorable—two key learning elements.

2004 45

2004 2011 Presentation Entertainment 45

CX Ahead

FEBRUARY 27, 2018

One that drives revenue through a focus on customer value, enriching relationships and reducing price sensitivity and churn rates. Jeanne Bliss , a CX thought leader, puts forward three fundamental truths on CX strategy: Customers are assets, not costs Customer experience professionals need to earn the right to do the work (i.e.

2006 52

2006 Entertainment Customer Centricity 2004 52

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

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. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Talkdesk

MAY 23, 2019

Shell went through some changes in 2004 and I left and decided I was going to try and do something a bit more independent. Adrian, you mentioned your Forbes column and a couple of your books and I have to say, How to Wow, I loved, for me as a customer experience professional.

Books 8

Books 2001 2002 2004 8