SurveySensum

JULY 14, 2020

Mila Widyani – Head of Customer Experience at CIMB Niaga. A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ijgolding

JULY 15, 2016

It is indisputable that listening to the perceptions of your customer is vital for any aspiring customer centric company – yet are companies really set up to actually listen? Last week I had the pleasure of talking to an incredibly passionate Customer Experience Professional called Julia Forsyth.

Connections 81

Connections Feedback Airlines Customer Centricity 81

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Pointillist

MAY 19, 2020

As organizations align their teams around the customer, developing journey-based roles are growing in importance. As customer demands and goals are evolving rapidly, customer-centric leaders are prioritizing investments in customer analytics and insights to meet their expectations and succeed in a highly competitive environment.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Storyminers

JULY 6, 2020

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.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Lumoa

OCTOBER 31, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. For larger organizations, the best path is to focus on the current experience while keeping an eye to the future. Let’s think in customer touchpoints instead.

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

Storyminers

JULY 6, 2020

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.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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. Knowing the “why” behind the number and how to use it to gain a competitive advantage is another.

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

Chattermill

JUNE 25, 2019

If we look back at the last decade in business, consumer preferences have been altered by startups offering standout customer experiences. These startups have since morphed into industry leaders by making customer experience a competitive advantage. Creating a customer-centric culture comes from within.

Customer Experience 45

Customer Experience Customer Centricity ROI NPS 45

SurveySparrow

OCTOBER 25, 2019

This is why every project or product at Amazon starts with a press release where they feature customer’s quotes. “Obsessing over customer experience is the only long-term defensible competitive advantage,” Bezos has said. It is an important step towards becoming truly customer-centric.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

Alida

JANUARY 7, 2019

In 2018, Experience Management (XM) arrived. Customer centricity is now a long-term, strategic imperative at the executive level. All found success by focusing primarily on customer-centricity. That takeover will drive significant change across corporate structure, technology and data workflows.

2019 212

2019 Customer Experience Customer Centricity Competitive Advantage 212

Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

2016 111

2016 2017 Customer Experience Social Media 111