Beyond Philosophy

MARCH 4, 2019

As global Customer Experience consultants, the challenge for us has always been capturing authentic customer emotions. We’ve been measuring emotions since 2005 with surveys. With facial recognition technology, you can have facts, a read of authentic customer emotions as they occur in your Customer Experience.

2005 102

2005 Measurement Consulting Technology 102

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

2005 69

2005 Customer Centricity Customer Experience Professionals Reference 69

Confirmit

OCTOBER 2, 2017

Every year, Confirmit recognizes the outstanding work by some of our customers through our ACE Awards program. These awards, “Achievement in Customer Excellence”, were founded in 2005 and the quality of the submissions has improved every year since then, with 2017 being no exception. Voice of the Customer Company.

2005 40

2005 2017 Insurance 2018 40

Confirmit

OCTOBER 2, 2017

Every year, Confirmit recognizes the outstanding work by some of our customers through our ACE Awards program. These awards, “Achievement in Customer Excellence”, were founded in 2005 and the quality of the submissions has improved every year since then, with 2017 being no exception.

2005 40

2005 2017 Insurance 2018 40

CX Journey

JANUARY 2, 2019

Traditionally, customer experience professionals are thought to have no budget. I summarize some of the findings of a Sitecore/Avanade report that outlines the clear benefits of focusing on the customer and on improving the customer experience. What's in Your #CX Budget? This is true.

2018 37

2018 2005 2019 ROI 37

Horizon CX

OCTOBER 2, 2023

The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. Speaking of KPIs, let’s turn to the third experience gap dimension – Data.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

SuiteCX

FEBRUARY 22, 2017

I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Then, the definition was any interaction in the process that includes the “paying customer.” The customer journey is part of the co-creation ecosystem and systems thinking needs to be applied.

Definition 45

Definition Touchpoint Airlines Interaction 45