GetFeedback

AUGUST 14, 2019

Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. About the guest author .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

GetFeedback

DECEMBER 2, 2019

Your customers are expecting you to react to their wishes. In the latest “State of the Connected Customer” research by Salesforce , 62% of customers now expect companies to adapt based on their actions and behaviors. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Experience Investigators by 360Connext

MAY 24, 2017

Because the magic of a great customer experience is tied directly to our emotional connection to a brand. Being treated well just once may win us over as a customer, and the second time may wow us. You must have a customer experience mission and know EXACTLY what kind of experience to deliver.

Hotels 125

Hotels Workshop Loyalty Programs Webinar 125

GetFeedback

JULY 19, 2019

Operational data like First Call Resolution (FCR) in your contact centers and customer churn and retention rates help you understand the big picture results in your VoC strategy. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Her mission is: To Create Fewer Ruined Days for Customers.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Oracle

MARCH 1, 2021

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences adapting to today’s fast-changing landscape. Researchers are helping us understand how customer experience interactions shape brand-customer relationships.

2021 81

2021 Technology Workshop Advertising 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. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ijgolding

JUNE 5, 2016

Yet, the reality, as my article describes, is that too many businesses around the world make decisions on a regular basis that do not clearly align to the things customers want and need – or indeed that address challenges the customer may be experiencing. If used well, they are a vital cog in the development of customer strategy.

Workshop 78

Workshop Customer Journey Article Customer Experience Professionals 78

SurveySensum

JULY 14, 2020

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. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

2020 132

2020 Customer Experience Magazine Consulting 132

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Discussions of case studies that show the strategic value of customer experience management.

2017 49

2017 Workshop Events Customer Experience Professionals 49

Steve DiGioia

DECEMBER 5, 2016

New York Times #1 Bestselling Author, Certified Customer Experience Professional, Strategic Consultant, Certified Professional Speaker, TEDx Presenter. As companies get bigger there are more stakeholders and leaders making decisions on behalf of customers and get farther removed from customer interaction.

Culture 105

Culture Metrics Hotels Books 105

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Discussions of case studies that show the strategic value of customer experience management.

2017 40

2017 Workshop Events Customer Experience Professionals 40

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Discussions of case studies that show the strategic value of customer experience management.

2017 40

2017 Workshop Events Customer Experience Professionals 40

ShepHyken

JULY 10, 2023

This article shares some findings from an Adobe study of more than 13,000 consumers and 3,000 customer experience professionals worldwide. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 12

Article 2023 Customer Service Workshop 12

Lumoa

MARCH 21, 2023

.” – Joanna Carr one of the contributors of the book The Cult Of The Customer Author: Shep Hyken | Buy the book here ”I love to see others succeed. I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. I hold nothing back.

Books 88

Books Customer Experience Chief Customer Officer Customer Experience Management 88

Storyminers

APRIL 23, 2018

I’m doing a presentation/workshop for the Retail Design Institute at Gensler’s new Expansion Space on April 24th from 6-8pm in Atlanta. Anyone with a professional interest in crafting better personal and professional stories is welcome. This workshop will make it easier for them to do that!

Workshop 40

Workshop Events Retail Consulting 40

Michel Falcon Experience

OCTOBER 21, 2015

Here is a short list of great customer experience events from around the world. . The IQPC hosts several premium customer experience and customer service events around the world. CXPA is a leading association for customer experience professionals, hosting events for both members and non-members.

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68

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. Networks Connect… Communities Care! This will tell companies if they are doing a good job or not. linkedin Why? "I

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

SurveySparrow

JANUARY 28, 2020

That’s when I began exploring ways to capture what customers were thinking and feeling during a journey, and just as importantly, ways to turn that data into easy-to-digest, actionable insights. We also “bring the customer back to the office” through video recordings of their interviews.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

SmartKarrot

JUNE 11, 2021

In this list, you set a rundown of some stellar customer success certification so you can choose which is right for you. Best Customer Success Certifications 2021. SuccessHacker Certifications and Training Workshops. The course is led by trainers who have 60+ years of combined experience in the customer success space.

2021 22

2021 Customer Success Workshop Customers 22

Talkdesk

MAY 23, 2019

And subsequently, through all that time has led me to develop a portfolio of stuff that I do, which is really quite broad and varied in the service and experience space, which covers a bit of advisory work, a bunch of workshops and a bit of speaking and writing and things. So I’m like, living the dream man.

Books 8

Books 2001 2002 2004 8

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Chattermill

JULY 15, 2018

Customer Spark and Executive Summit. The Customer Experience Professionals Association (CXPA) puts on this celebration of CX best practices led by some of the industry’s top experts. Customer Experience Exchange. 24-25, Dallas, Texas. CX Week Canada. 12-14, Toronto, Ontario, Canada.

Events 40

Events Customer Experience 2018 B2B 40

Answer Dash

APRIL 16, 2019

Typically, half of the C-suite struggles with connecting the dots accurately, with further dilution to less than a third of senior executives’ direct reports and just 16% of customer-facing supervisors and team leaders successfully identifying the relationships between corporate priorities and objectives. Connect with Ms.

Customer Experience 76

Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76

ClearAction

AUGUST 13, 2019

Typically, half of the C-suite struggles with connecting the dots accurately, with further dilution to less than a third of senior executives’ direct reports and just 16% of customer-facing supervisors and team leaders successfully identifying the relationships between corporate priorities and objectives.

Customer Experience 48

Customer Experience Financial Customer Journey Mapping Customer Experience Professionals 48