QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. Use Mapping to Diagnose E2E Journey.

Customer Journey Mapping 60

Customer Journey Mapping Webinar Customer Journey Touchpoint 60

Experience Investigators by 360Connext

JULY 28, 2020

The higher up in the organization, the further away from dealing with customers directly. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Customer Bliss

NOVEMBER 28, 2017

Use the Customer Journey Map As a Tool to Measure Success. During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way. The customer journey map was used as a culture and leadership uniting tool.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Customer Bliss

APRIL 23, 2019

Recently, I’ve been getting a lot of calls from recruiters for very, very high-level CX leadership roles. Look for language around leadership engagement, culture, and that your role is defined beyond tactics. Look at leadership decisions that have been made. Get to Know the Leadership Team. Get Into the Underbelly.

Chief Customer Officer 135

Chief Customer Officer Leadership Customer Journey Mapping Culture 135

Clarivate

APRIL 9, 2019

Starkey evaluated numerous Customer Experience consulting groups and selected CustomersFirst Now (CFN) to assist with the journey mapping and associated data-driven recommendations to drive their customer experience (CX) strategy because of our depth of experience in managing enterprise CX programs.

Customer Journey Mapping 45

Customer Journey Mapping Customer Journey Technology Leadership 45

Customer Bliss

SEPTEMBER 26, 2017

Assisting organizations and professionals not only to learn but execute business strategies that will refocus company efforts to Customer Success. By creating a unified focus on the most important asset of the organization – The Customer. Together we can make every day better for our customers and I am happy to help.

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Customer Success 0

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. Determine Your Customer’s Pain Points. Customer journey mapping is an extraordinary exercise that hasn’t gone mainstream yet. Do they have soft skills? Are they humble? Are they kind?

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

Experience Investigators by 360Connext

MARCH 12, 2018

Sometimes becoming a more customer-focused organization happens with a few baby steps. We look for the paths they create, based on the barriers they’ve encountered with the channels, processes and journeys created for them. Then we slide right back to where we were before DAY ONE. But all is not lost!

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This is a question I get all the time. You need to act on them!

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Pointillist

MAY 23, 2018

Journey mapping is the most widely practiced form of journey analytics and is a technique that has grown in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service, user experience (UX), product management and IT.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. Know yourself well • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

Customer Bliss

APRIL 4, 2018

Donna learned that when it comes to prioritizing initial work to improve customer-focused operations, you must first understand how the company d efines and communicates the role and value of the CCO. Spend time defining what each of these customers are. Get leadership involved.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

ShepHyken

FEBRUARY 16, 2020

Here are some important reminders for us to consider, starting with creating your Customer Journey Map. Predictive AI and Customer Experience: What’s Next? 16 Inspiring Customer Service Quotes To Swear by Krishna Charan. I’m still surprised at the number of businesses that haven’t even created their JM.).

2020 104

2020 Article Customer Service B2B 104

InMoment XI

OCTOBER 8, 2024

How to Start a Customer Experience Improvement Program Starting a customer experience improvement program is a step forward to becoming a customer-focused organization. When starting from scratch, there are three important things to consider to improve customer experience.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Experience Investigators by 360Connext

FEBRUARY 4, 2019

By focusing on the customer. Many organizations who claim they are customer-focused are still operating from a product-focused environment. We need to move from the inside-out to become truly customer-focused and rein in these tricky touchpoints. How can we take on the impossible list of touchpoints?

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

CX University

DECEMBER 16, 2024

This inclusive leadership approach helps cultivate trust and nurture a culture of openness within the company. These companies recognize that building a culture of openness requires ongoing effort, leadership commitment, and supportive structures. These are new thresholds that must come from mindful leadership.

Customer Journey Mapping 52

Customer Journey Mapping 2024 Culture Innovation 52

Customer Guru

AUGUST 8, 2018

His expertise includes helping organizations achieve their goals in the areas of customer service, employee development, and leadership. Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. Don Peppers Follow @DonPeppers.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ClearAction

MAY 28, 2015

To get more insight on this disconnect, I sat down with Lynn Hunsaker , a customer experience expert who helps companies love and be loved by their customers, through her firm, ClearAction. Q: What are the biggest customer experience issues are these days? This is the kind of habit more brands need to adopt. A: Yes and no.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

Experience Investigators by 360Connext

FEBRUARY 4, 2019

By focusing on the customer. Many organizations who claim they are customer-focused are still operating from a product-focused environment. We need to move from the inside-out to become truly customer-focused and rein in these tricky touchpoints. How can we take on the impossible list of touchpoints?

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

ClientSuccess

AUGUST 28, 2020

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. CSMs have advanced notice of potential issues or the possibility of churn.

Customer Relationships 95

Customer Relationships 2020 Customer Journey Mapping Webinar 95

Customer Guru

AUGUST 21, 2018

Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. Marketing and thought leadership programs. Kristina Evey Follow @KristinaEvey.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Oracle

MARCH 11, 2020

It's not customer experience; it's really the whole ecosystem of your organization, and are you united? link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. I've almost started calling it X now. Jeanne Bliss. Sioban Massiah. Kerry Bodine.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

CX Journey

JUNE 19, 2015

How are you getting employees immersed in the customer experience? And are you still struggling to get buy-in, to get company leadership on board with focusing on the customer? Create the journey maps first and then build the customer room; then print your maps and hang them on the walls of the room.

Chief Customer Officer 71

Chief Customer Officer Customer Journey Mapping Hospitality Customers 71

ClearAction

AUGUST 6, 2019

Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping. Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

Customer Guru

DECEMBER 13, 2017

While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Without a customer-centric vision and leadership, CX initiatives are bound to fail.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

ijgolding

JULY 12, 2016

Yet as I have written in the past, talking about Customer Experience is the easy bit – starting to do something about it is hard, whilst embedding a customer focused mindset is the hardest thing of all. Sustaining a customer focused strategy is extremely challenging in these circumstances.

Customer Experience 62

Customer Experience Customer Journey Mapping Customer Centricity Events 62

Amity

JANUARY 9, 2019

It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture. We often get asked about what departments are the most important to integrate customer success with. Is it easy for your customers to get billing information and questions answered?

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

ijgolding

OCTOBER 3, 2016

It is extremely common to find businesses with lots of customer insight activity, with an NPS or CSat programme or both in action. Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Strativity

NOVEMBER 20, 2019

Build understanding and engagement with Customer Journey Mapping. Done right, customer journey mapping is a great early step to understand your customer experience and create a foundation for additional CX discovery.

Consulting 53

Consulting Workshop Customer Journey Mapping Touchpoint 53

Kustomer

AUGUST 26, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen flies solo as he recounts an interesting leadership phone call, during which he realizes what tools businesses need to be customer focused. He spills the secrets to success you don’t want to miss out on.

Customer Service 98

Customer Service Customer Journey Mapping Leadership Information 98

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. Customer journey mapping. Establish customer-centric values and processes.

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

ClearAction

AUGUST 21, 2016

To get more insight on this disconnect, I sat down with Lynn Hunsaker , a customer experience expert who helps companies love and be loved by their customers, through her firms, ClearAction and Marketing Operations Partners. Q: What are the biggest customer experience issues are these days? Q: Sounds like there is hope.

Brands 54

Brands Customer Experience Social Media 2008 54

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. Customer journey mapping. Establish customer-centric values and processes.

Customer Experience Management 44

Customer Experience Management Definition Customer Experience Management 44

Wootric

FEBRUARY 14, 2019

Why we love Rachel: She’s the Director of Customer Experience at Zuora. Rachel has built and led high-performing, thought-leading customer-focused teams. Why we love Sandra: She’s the Customer Experience Director and thought leader for Strong-Bridge Envision Consulting. Rachel English. Sarang Bhatt.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67