TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

2019 173

2019 Customer Experience ROI 2025 173

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. Julia Ahlfeldt breaks down what it takes for an organization to truly put the customer at the center of their business.

B2B 73

B2B Net Promoter Score Customer Centricity Webinar 73

ShepHyken

JULY 8, 2019

If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event. 100 Of The Most Customer-Centric Companies by Blake Morgan. My Comment: It’s one thing to list 100 companies as examples of good customer experience.

2019 122

2019 Article Customer Service Social Media 122

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Experience Matters

OCTOBER 14, 2014

(Related: Our B2B content plus an upcoming report on B2B2C CX). B2B CX Compelling Brand Values Customer experience Employee Engagement Purposeful Leadership Customer Experience Professionals Association CX Day CXPA MBUSA Mercedes Benz Steve Cannon'

Webinar 111

Webinar Net Promoter Score Leadership B2B 111

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. I’m lucky to have some conversations with smart people all across my industry.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. Some Background On Tabitha’s Career.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Customer Bliss

JUNE 20, 2017

Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Beyond Philosophy

MARCH 25, 2019

Your customers are irrational, too. They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making.

B2B 133

B2B B2C Customer Experience Design Customers 133

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Infuse CX around the core culture of the company: When you’re in B2B, operations can sometimes be very sales-driven. About Lee Roquet.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

PeopleMetrics

MAY 7, 2015

(And they're exclusive findings we didn’t include in our final ebook— which you can find here , should you be interested in similar insights into the prospect experience.). In the study, we asked B2B telecommunications buyers to consider how their eventual providers delivered value in the prospect experience. Thanks for reading!

Customer Experience 93

Customer Experience Net Promoter Score B2B Telecommunications 93

Experience Investigators by 360Connext

OCTOBER 1, 2019

Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. Dedicate a celebratory toast to your team or customers.

2019 137

2019 Webinar Customer Centricity Culture 137

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. She is a world-reknowned author, professional speaker and a customer experience consultant.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

FEBRUARY 9, 2021

This course gives organizations a resource to plan their entire customer service program, and create maps that reflect each of the customer’s touchpoints with your company. Course Description: Customer success is a new field that goes beyond the more traditional sales, marketing, and customer support.

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. While the two are different, to some degree, what do B2C and B2B companies have in common? The other one.

B2C 64

B2C B2B 2014 Voice of Customer 64

Bob Hayes

MARCH 2, 2015

Correlates of the Customer Sentiment Index. I used the CSI in two independent studies, one using a B2B technology company and the other using a B2C wireless service provider company to determine if the CSI is related to other common CX metrics. Identifying At-Risk Customers Using the Customer Sentiment Index.

B2C 88

B2C Net Promoter Score B2B Measurement 88

Totango

MARCH 8, 2022

In many of these communities, there are job boards, places for professionals to share the good and the bad of their Customer Success experiences, and fun industry extras, like a playlist called “ Churn Hurts. Gain Grow Retain is a free, open community for CS leaders from B2B SaaS companies. Gain Grow Retain.

2022 122

2022 Customer Success White Paper Seminar 122

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. Early on, Natalie and her team understood the need to pivot from traditional B2B to B2C; by some estimates, 70 percent of their future growth was going to come from consumer choice options.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

ShepHyken

JUNE 23, 2020

There are generally four good reasons and ways to use surveys to collect customer feedback: Tracking studies utilize data from surveys to help both parties manage their relationship. These are typically used in B2B settings and should operate as a two-way street so both the business and the client receive value.

2004 75

2004 Feedback Customer Experience Professionals B2B 75

Bob Hayes

DECEMBER 29, 2014

Your Product, Future and Employees: Three Customer Experience Pillars of Growth : In a study including six B2B companies, I found that companies need to do several things exceptionally well if they want to grow their companies. The Hidden Bias in Customer Metrics : Metrics don’t exist in a vacuum.

2014 76

2014 Metrics Net Promoter Score Blog 76

ClearAction

OCTOBER 25, 2015

Yet, for customer experience professionals, those things are typically what we eat, drink and sleep. Minimize invasion by making it easy for customers to give you feedback whenever and however they want, and by requesting specific feedback only as often as you make change happen.

Customer Experience 88

Customer Experience ROI Customer Experience Management Customer Journey Mapping 88

ClearAction

FEBRUARY 23, 2015

Acknowledge that there are a lot of things behind-the-scenes that customers think about and consult, and it's an incomplete journey map until you've discovered those aspects of the customer's experience. For B2B in particular, find out who cares about what and why for each step of the customer experience journey.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

Oracle

AUGUST 1, 2018

Consumers are paying more attention to experience than ever, putting the pressure on customer experience (CX) professionals to deliver better and better experiences. Research from Walker finds that, by 2020, a majority of B2B buying decisions will be made based on CX, not price. Learn more.

Webinar 72

Webinar Chief Customer Officer Customer Experience Professionals Social Media 72

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. Learn Customer Service Secrets on the Kustomer Podcast.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage 2014 95

SurveySensum

JULY 9, 2021

Why is it important for CX Professionals to be empathetic? Customer experience professionals must learn empathy because they are the ones in charge of making the end-customer satisfied. And, how will they know how to make an incredible customer experience if they don’t empathize with their customers?

Social Media 98

Social Media ROI NPS Loyalty 98

Waypoint Group

APRIL 5, 2018

I’m proud to announce that Waypoint Group’s TopBox, the B2B-centric customer engagement and visualization engine, has won Temkin Group’s Vendor Excellence award. The post TopBox Wins ward for Vendor Excellence in Customer Experience appeared first on Waypoint Group. We won […].

Customer Experience 45

Customer Experience Customer Experience Professionals B2B Reference 45

ChurnZero

APRIL 12, 2019

Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? These teams are responsible for the tactical realization of value for the customer. Q&A Recap.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. VP of Client Experience & Transformation - ADP. Brandon Hickie.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

ClearAction

FEBRUARY 23, 2015

Acknowledge that there are a lot of things behind-the-scenes that customers think about and consult, and it’s an incomplete journey map until you’ve discovered those aspects of the customer’s experience. ClearAction offers a CCXP Exam Prep Course.).

Customer Journey Mapping 77

Customer Journey Mapping Customer Experience Customer Journey Customers 77

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 66

Customer Experience Customer Experience Professionals ROI B2C 66

Natalie Petouhof

JANUARY 19, 2016

B2B Customer Experience: How does an application consume all this data – from service, sales, marketing, mobile… to result in a business outcome? That’s my focus- not as much on all the data or infrastructure – but rather what is the customer / business outcome that all this provides?

2016 60

2016 B2B B2C Customer Success 60

ClearAction

MARCH 23, 2015

Customer Experience Governance is part of Organizational Adoption and Accountability, one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). Other articles in this series: Customer Experience Strategy: Do This, Not That.

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

ijgolding

SEPTEMBER 30, 2014

It was also noticeable how the number of organisations that many may never have heard of has increased, including companies in the B2B space. This is further demonstration to ALL businesses in the UK that the Customer Experience revolution has already happened!

2014 102

2014 Customer Experience 2010 2015 102

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Webinar 45

Webinar B2C Customer Experience Professionals Customer Centricity 45

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. Peter Lavers Customer Experience and CRM Expert. blog linkedin twitter Why? blog linkedin twitter Why?

NPS 126

NPS Net Promoter Score Metrics Effort Score 126