ShepHyken

NOVEMBER 6, 2017

Three Lessons From Superhero Team-Ups For Customer Service by Paul Selby. ( And, even if you’re not, there’s some great information here – three simple ideas to help take your customer service to the next level. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

2017 85

2017 Article Customer Service Customer Service Training 85

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Empowering Customers By Design.

2017 40

2017 Roadmap Innovation Customers 40

COPC

APRIL 6, 2018

This is truly the only way to take a customer-centric approach to monitoring and measuring the customer experience. The importance of delivering an exceptional customer experience, particularly through channels other than voice, should not be underestimated.

Metrics 40

Metrics Customer Focused Call Center Download 40

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. It is time to resonate with customers—and stop wasting money.

2017 137

2017 Customer Centricity Sales Books 137

Beyond Philosophy

DECEMBER 5, 2017

The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. said complicated customer issues are their most significant challenge. Second, it involves a commitment to a customer focus. 13 November 2017. 21 November 2017. <

Call Center 111

Call Center 2017 Contact Center Consulting 111

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Metrics 2017 94

ShepHyken

JULY 17, 2017

But, if you encounter a good system, or decide to implement one in your company, this article shares a few ways chatbots can positively impact your customer service. 6 successful customer experience strategies – tips from the experts b y Jessie Day. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 30

2017 Article Customer Service Net Promoter Score 30

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Culture 83

Culture 2002 Customer Centricity 2007 83

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Metrics 2017 79

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Maturity Model.

Customer Experience 85

Customer Experience Customer Centricity 2016 Culture 85

CX Journey

MARCH 13, 2018

It appeared on their blog on December 6, 2017. 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.

2005 69

2005 Customer Centricity Customer Experience Professionals Reference 69

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. Nedbank – I have walked the customer centricity journey with this great bank for over a decade.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

ijgolding

MAY 2, 2017

However, the United ‘story’ did not end once they reached a settlement with David Dao – the unfortunate United ‘customer’ who was dragged from the aircraft in April. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. on March 2, 2017.

Airlines 72

Airlines 2017 Customer Centricity Travel 72

Customer Guru

MARCH 7, 2018

She is a Certified Customer Experience Professional from the CXPA (US). In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. Especially, driving Quality and Customer Experience initiatives is very close to my heart. About Atos. Think Outside In’.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Metrics Consulting 60

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. Here are my top five picks from last week.

2017 15

2017 Article Customer Service E Commerce 15

ShepHyken

AUGUST 21, 2017

1 0 Things That Matter to Customers and How These Affect Your Business [Infographic] by Adel Zsurzsan. Transcosmos) In a customer-centric industry, your business should be able to identify and relate with customers’ wants and needs. These concepts are important to every business. For information contact or www.hyken.com.

2017 19

2017 Article Customer Service Fashion 19

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Megan Germann – CCXP, Author, Voice of the Customer Advocate. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ijgolding

NOVEMBER 29, 2016

With the creation of the Customer Experience Professionals Association in 2011, it is only in the last five years that the skills and competencies required for an organisation to become continuously and sustainably customer centric have come to the fore. The big question is why?

Customer Experience 88

Customer Experience Customer Centricity 2011 2016 88

Beyond Philosophy

DECEMBER 20, 2016

‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience. 10 BIG Ideas for Customer-Centric Success. Top 7 Tips to Create a Customer-Centric Culture.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Michel Falcon Experience

JANUARY 31, 2017

At Baro, we separate our training in two parts: customer-centric (i.e. Every employee, regardless of position, must go through customer-centric training to ensure we are creating a system-wide, customer-focused culture. how to identify different personality types etc.)

Engagement 128

Engagement Customer Experience Culture Social Media 128

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Dave Jackson. He’s currently serving as the CEO at TheCustomer.Co

2022 52

2022 Customer Success 2021 Consulting 52

Pointillist

MAY 23, 2018

How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Your Needs: Transform an organization to become more customer-centric. Communicate and align the organization around a customer-centric model. Journey Mapping.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Oracle

JANUARY 13, 2020

For example, during the 2017 hurricanes that affected Texas, the Gulf Coast, and the Southeastern US, said Baldwin, retailers like Macy’s, Home Depot, and Lowe’s provided materials and financial support to communities. This included uniting in-store and digital experiences, and developing new partnerships.

Retail 54

Retail 2020 Customer Experience Omnichannel 54

SurveyGizmo

DECEMBER 13, 2017

In the customer obsessed year that is wrapping up to be 2017, the priorities that have been displayed and followed through at companies big or small exposed the secret CX sauce to remaining relevant, competitive, and steadily growing. . Customer Obsession.

2018 58

2018 Customer Experience E-support Consumers 58

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Never underestimate the customers expectation in CX.

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

ijgolding

OCTOBER 16, 2017

The natural step for me was to get involved in promoting CX within my place of work to become more customer-centric, but this was my first negative hurdle. Profits, revenue, up-selling and anything financial base was a priority which had a massive impact in their way they delivered their customer experience.

Customer Experience Professionals 57

Customer Experience Professionals Customer Experience Tourism Events 57

transcosmos Information Systems

NOVEMBER 6, 2018

Financial commentators and investors have expected this to happen, seeing that technology share prices ended strong in 2017 and are continually booming this 2018. It’s important to hear out actual customers and not rely on market research and surveys, especially when you’re inventing and designing products.

Customer Service 48

Customer Service Hotels 2017 2009 48

Customer Alignment

JUNE 28, 2017

In my talks with people who have direct experience of npower, it has been trying to move this wieldy organisation to be more customer focused but efforts are slow when there are so many layers of complexity. Caution: “The longer you wait, the harder it is to produce outstanding customer service.” ~ William H.

Customer Experience 40

Customer Experience Airlines 2015 Innovation 40

ijgolding

JANUARY 24, 2017

Whilst the Gulf Region is by no means lagging in its adoption of Customer Experience tools, techniques and methodologies compared to many parts of the world, the overt demonstration of understanding the significance of the ‘end to end customer journey’, not just customer service, has been lacking.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

CX Journey

JANUARY 3, 2018

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017. They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-focused culture.

Culture 59

Culture Government Leadership Customer Journey 59

CX Journey

APRIL 25, 2018

It appeared in their November 28, 2017, issue. Customers are yearning for better experiences. How do you know what your customers’ expectations are? Image courtesy of Pixabay Today's post was originally written for Brand Quarterly. It has been slightly modified. But what are you doing to design a better experience?

Workshop 58

Workshop Touchpoint Culture Customer Experience Design 58

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. Knowing your customer allows you to select the best communication channels to use for better CX.

Customer Experience 47

Customer Experience Social Media Multi-Channel Culture 47

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic. Lincoln Murphy.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21