CSM Magazine

DECEMBER 3, 2024

In the realm of AI consulting services lies the role of guiding the creation and upkeep of AI powered systems that not only function but also flourish. Tailored Solutions for Real Competitive Advantage The key essence of AI consulting is its focus on customization. doesn’t serve as a substitute for humans.

Competitive Advantage 52

Competitive Advantage Consulting E Commerce E-support 52

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Use NPS to quickly and efficiently calculate each client’s customer satisfaction level and you’ll find it easy to demonstrate the positive effects of your work as a consultant.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

eglobalis

DECEMBER 11, 2024

Tata Consultancy Services (India): TCS uses rigorous experimentation to refine its IT services and solutions. By testing different configurations and service models, Hitachi optimizes its offerings to better serve its B2B customers, leading to enhanced satisfaction and loyalty.

Insights 363

Insights Customer Journey Mapping Omnichannel Effort Score 363

InMoment XI

APRIL 3, 2025

Watch our latest video where InMoment expert Simon Fraser, VP of Insights and Consulting, is interviewed by CX Live. He explores how businesses are redefining CX for the experience economy:

Culture 195

Culture Social Media Government Loyalty 195

eglobalis

APRIL 6, 2025

Boston Consulting Group , September 28, 2023. Advisory (blog), Dec 4, 2024. link] Sheppard, Benedict et al. The business value of design. McKinsey Quarterly , October 25, 2018. link] B2B Customer Dynamics: The Weather Ahead. link] Thorbjrnsen, Helge et al. Three Ways to Sell Value in B2B Markets. MIT Sloan Management Review , Spring 2015.

Contact Center 275

Contact Center B2B Competitive Advantage 2023 275

Northridge Group

DECEMBER 18, 2024

“For organizations that are aware of these challenges, consultants can serve as a validating partner, providing objective confirmation of what internal leaders suspect and giving them the confidence to move forward with solutions.”

Contact Center 52

Contact Center Consulting Insights Customers 52

eglobalis

OCTOBER 14, 2024

Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems. Bain & Company [link] Bain, creators of the Net Promoter Score (NPS) framework, continues to push this model despite its increasingly exposed limitations and frustrated results.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

eglobalis

SEPTEMBER 3, 2024

So last year I asked CX Practitioners and Consultants what they need from a VoC platform. Consultants are also looking for greater functionality though were more cautious with their criticisms. A consultant who emphasised the lack of a VoC strategy and the professional managing VoC manually highlight this issue.

E-support 310

E-support Consulting Demo Feedback 310

InMoment XI

SEPTEMBER 28, 2022

My name is Len Ferman and I am a senior consultant at InMoment. At InMoment, our consultants are available to perform these three types of human-led services. This is a belief I’m incredibly passionate about.

Customer Journey Mapping 418

Customer Journey Mapping Customer Experience Customer Journey Consulting 418

InMoment XI

JANUARY 18, 2023

In this episode, Melanie Disse from Auckland-based CX firm—Melanie Disse Consulting answers questions such as: How mature are Voice of Customer (VoC) programs in New Zealand compared to other countries? How does your organisation’s VoC program compare? What can you do to elevate the level of VoC program maturity at your organisation?

Voice of Customer 370

Voice of Customer Consulting Innovation Technology 370

InMoment XI

OCTOBER 23, 2024

Modern bank branches are transforming into consultation hubs. Adopt a consultative approach. Unlike traditional banks that simply offer products, you can stand out by offering consultation as well. Focus less on routine transactions and more on offering expert financial guidance.

Banking 195

Banking Customer Experience Financial Touchpoint 195

ShepHyken

NOVEMBER 18, 2024

” About: Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. .” “Organizations struggle when they make a promise to customers, but they don’t provide the resources and support that their employees need to deliver it.”

Brands 140

Brands 2023 Touchpoint Financial 140

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Workshop 447

Workshop 2023 Healthcare Travel 447

CloudCherry

MARCH 8, 2019

Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. Lynn is an Executive Presence and Business Image Consultant with over 30+ years of experience in Customer Experience. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

InMoment XI

DECEMBER 13, 2021

Modern market research combines marketing science and research consultancy to make the most out of data. And understanding how the customer and employee journeys interrelate can guide that collaborative process into a more honed business strategy. What Modern Market Research Strategy Looks Like. But what about the research strategy itself?

Marketing 370

Marketing Automotive Hospitality Social Media 370

Customer Bliss

APRIL 23, 2021

Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. I’ve interviewed my friend Joseph Michelli , author, speaker, and organizational consultant, several times and we always have fascinating conversations. Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Books Consulting Sports 273

BlueOcean

APRIL 7, 2025

Schedule a consultation with Blue Ocean. Your RFP process can go deeper, asking pointed questions about their capabilities, processes, success measurements, and real-life examples. Discover how our best-in-class contact center leverages AI for positive customer outcomes.

Contact Center 156

Contact Center Measurement Customer Care Metrics 156

Experience Investigators by 360Connext

JANUARY 14, 2025

Episodes Mentioned: First 100 Days as a CX Leader (Episode 84) Must-Haves for Success CX Programs (Episode 65) Customer Experience (CX) Examples in Evolving Industries (Episode 12) Setting Clear and Actionable Customer Experience Goals (Episode 72) Management or CX Consulting?

Consulting 143

Consulting Customer Journey Innovation Communication 143

CX Accelerator

JUNE 8, 2020

Walk in the customer’s shoes. ,, Nicholas Zeisler , Principal at Zeisler Consulting, challenges us to experience our product or service in the exact same way as customers do. When frontline employees navigate difficult customer issues, their engagement will increase when they see leadership addressing some of the problems they share.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

InMoment XI

MAY 10, 2022

It’s true that technology has produced some extremely powerful tools, such as sentiment analysis, but you need human expertise and consultancy to help identify which sentiments are most relevant to your Experience Improvement goals. In other words, even a tech engine needs a driver.

Consulting 370

Consulting Document Technology Insights 370

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Santa Claus (with the help of Mrs. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible?

Customer Experience 397

Customer Experience Loyalty Advertising Leadership 397

InMoment XI

JULY 24, 2024

This blog post explores what CX services are and why more and more companies are turning to expert CX consulting services to enhance their interactions with customers and drive loyalty. These services include things like consulting, training, and ongoing support aimed at optimizing every touchpoint in the customer journey.

Technology 195

Technology Customer Experience Workshop ROI 195

Experience Investigators by 360Connext

NOVEMBER 5, 2024

A sought-after speaker and consultant, she’s spent more than 25 years developing the field and practice of persuasive message design, with a particular focus on the principles and processes that build buy-in that lasts.

2024 143

2024 Banking Books Customer Centricity 143

InteractionMetrics

JANUARY 7, 2025

Customer Journey Mapping Consultants Drive Impact Partnering with customer journey mapping consultants ensures that companies follow a proven process, prioritize research, and align insights with company-wide goals. Consultants can help businesses clarify these nuances. Takeaway #4.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

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. Follow on LinkedIn John R.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. .

Call Center 370

Call Center Customer Experience Measurement Financial 370

TechSee

JUNE 16, 2022

As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. As a consultant, he guides clients who want to develop customer-focused cultures. Brad Cleveland, Author, Speaker & Consultant. Follow on LinkedIn. Jeff Toister, President at Toister Performance Solutions. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

The DiJulius Group

NOVEMBER 26, 2024

Stop Blaming the Younger Workforce The most common complaint I get from my audiences and consulting clients is about how bad the young labor force is and how this generation doesn’t want to work hard. I cannot disagree more. I also believe this is a crutch many leaders use to avoid building a better employee.

Customer Experience 98

Customer Experience Consulting Article Customers 98

BlueOcean

MARCH 24, 2025

Schedule a consultation now. Thats why we always say slow down to go fast in the development of the contract. Get that SOW right, and youre on the road to success. Looking for a new contact center partner? We cant wait to hear more. The post Building the Contact Center SOW: The Framework for Success appeared first on Blue Ocean.

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

Northridge Group

JANUARY 28, 2025

Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs. Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty.

Management 64

Management Consulting Customer Retention Loyalty 64

InMoment XI

OCTOBER 5, 2022

Instead, consult with them in a way that helps them arrive at correct conclusions on their own. Praise every improvement you see in your team members, both in one-on-one situations and in front of their peers. Strategy #2: Make Your Ideas Theirs. Don’t tell your staff what to do. For example, ask, “What do you think about trying this?”.

Feedback 370

Feedback Customer Centricity NPS Definition 370