Remove 2014 Remove Customer Experience Professionals Remove Customer Satisfaction
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Q&A with Olivier Mourrieras, Vice President, Customer Experience Centre of Competence, E.On, Part 2

Forrester

Last week I posted part 1 of Forrester''s customer experience Q&A with Olivier Mourrieas of E.On, one of the world's largest investor-owned electric utility service providers. Q: How do you measure the success of your customer experience improvement efforts (e.g., CX program has achieved.

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Q&A with Olivier Mourrieras, Vice President, Customer Experience Centre of Competence, E.On -- Part 1

Forrester

to speak at Forrester''s Forum for Customer Experience Professionals EMEA in London on November 17 and 18, 2014. And even though utilities don''t exactly captivate their customers, E.On Q: When did your company first begin focusing on customer experience?

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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author .

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CX Journey™ Musings: Should You Invest in Customer Experience?

CX Journey

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Nothing wrong with that! Executives want to see hard numbers about any investments they make.

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The Stability of Customers' Sentiment, Satisfaction and Recommendation Intentions

Bob Hayes

These "ultimate criteria", often housed in company dashboards and tracked over time, help guide executives' decisions on ways to improve the quality of the customer relationship. One unstated assumption we make as customer experience professionals is that customers' attitudes are amendable to change.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.