Forrester's Customer Insights

DECEMBER 15, 2020

It was sometime in 2008, and people interested in collaboration and “Enterprise 2.0” I remember the first time I saw a Google Doc. on Twitter were circulating a link to a list of like-minded tech professionals. I clicked on the link, and my jaw dropped. The document looked like it was alive. There were about […].

Document 59

Document 2008 Information Measurement 59

CX Journey

NOVEMBER 15, 2017

-Howard Schultz But what happens when your executives' and your employees' behaviors don't align with your values? Here are some examples, taking us back to the financial crisis of 2007-2008. And yet, they admitted to defrauding investors in 2008. Bad things. Take a look at Enron. Don't have any core values?

Culture 50

Culture 2008 2007 Competitive Advantage 50

Wootric

FEBRUARY 14, 2019

He’s also a keynote speaker, Customer Service trainer, and the author of The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty , among other best-selling books. Steven Van Belleghem.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

West Monroe

NOVEMBER 28, 2022

In this episode, Salesforce Growth Evangelist Tiffani Bova and West Monroe Managing Director Pablo Alejo share how companies can become obsessed with their customers’ needs, how to connect employee experience to growth, and examples of 4 companies who are getting it right. And we made that prediction in 2008 or 2009.

2022 52

2022 2009 2008 Customer Centricity 52

Qualtrics

MAY 19, 2020

Active and passive listening – the ‘yin and yang’ of meaningful employee experience management? A combined approach of active listening ( surveys / experience data ) and passive listening through Network Analytics (ONA) , provide two important lenses for identifying and responding to organizational stress-points.

Management 26

Management 2008 Connections Employee Experience 26

Talkdesk

MAY 23, 2019

But, and then around about, sort of, 2008, 2009 I thought, well if I’m going to make a fair go of this idea of being independent, then I can see the way the market was developing. I needed to develop a reputation and a footprint, almost the ability to develop trust at a distance. They’re just kind of like, making a decision.

Books 8

Books 2001 2002 2004 8

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Qualtrics

APRIL 17, 2019

I moved to Sydney in 2008 and in 2014, I moved to Singapore for just under 4 years. I love being able to work on initiatives that I feel part of a community – this year, for example, we threw a Neighbourhood Pride party to celebrate Mardi Gras which was heaps of fun! So – you’ve had a bit of a relocation here, haven’t you?

Sales 37

Sales 2008 2014 Social Media 37

Pink Guava

APRIL 26, 2020

But there is always a silver lining after a doom, and history is the witness that every doom had been a change to start the NEW, be the dotcom, 2008 prime recession or the Great Depression of the 1920s. Internal Customers or Read "Employee Engagement " Employee Engagement is most important in these times and going further.

Social Media 84

Social Media Financial 2008 Innovation 84

Kustomer

APRIL 9, 2020

The last big recession was in 2008 and no one wants to relive that. My primary is the DiJulius Group where we are only a customer service/employee experience consulting firm. Well, the first thing is our leadership, our customer experience, and their employee experience need to all be on center stage.

Loyalty 52

Loyalty Airlines Leadership 2021 52

Bold360

DECEMBER 1, 2016

If you have an employee morale problem or a dysfunctional culture that leaves most employees unhappy, you’ll never be able to provide a great customer experience. Focusing on the customer experience without first considering the employee experience is putting the cart before the horse.

Customer Experience 104

Customer Experience Customers Consulting E-support 104