Kerry Bodine

JUNE 30, 2017

If you want to truly understand your customers’ needs, expectations, and ideas for improving their experiences, you’ll need to actually talk to them. A great tool for uncovering rich customer insights is a workshop where you can bring real customers into the room and watch them open up about their current journey or their ideal experience.

Workshop 48

Workshop Presentation Feedback Insights 48

Experience Investigators by 360Connext

JUNE 13, 2023

For instance, Microsoft has a dedicated CX Center of Excellence, which plays a crucial role in transforming their customer interactions. The center spearheads initiatives to gain deeper customer insights and works closely with other departments to implement these insights.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Experience Matters

JANUARY 6, 2015

Given the value of customer insights, many firms will invest in major renovations to these efforts this year. Customer Journey Deliberations. You can’t read very much about CX without running into something about customer journey mapping. That’s why Temkin Group’s customer journey mapping workshops regularly sell out.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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

C Space

JANUARY 20, 2021

I feel so proud to lead an exceptional team, who are constantly innovating, to find new ways for the world’s biggest and most exciting businesses to connect with their customers, in more meaningful ways, to drive growth. ”. She has advised many of North America’s biggest brands, including Citi Group, Walmart, McDonald’s and Mars.

2021 97

2021 Workshop Advertising Communication 97

Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. I happened to try a design thinking workshop and I remember thinking to myself, “This is what I should be doing!”. 3 Career Lessons From A Customer Insights Professional. Alyona: Cool.

Roadmap 54

Roadmap Customer Insights Insights Definition 54

CX Journey

NOVEMBER 12, 2015

My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. Although I write a lot about Marketing requirements, customer insight is also key to designing and delivering for CX teams. Later we had time to learn about " Lego Serious Play."

2015 63

2015 Workshop Airlines Insights 63

Optimove

JUNE 14, 2021

But the objective, in the end, is to have all these different sources flow into one place: The Single Customer View. This makes it much easier to use your data to build better customer loyalty. Watch the mini-workshop below or read the transcript just under it to learn more: The Single Customer View.

B2C 98

B2C Workshop Customers Customer Care 98

Kerry Bodine

OCTOBER 13, 2016

You might observe your customers filling out your loan application paperwork at their kitchen tables. Or you might conduct a journey mapping workshop to see how that loan application fits into a larger financial process, like buying a home. For example, you might run some usability tests on your desktop and mobile sites.

Workshop 66

Workshop Customer Journey Mapping 2016 Financial 66

ClearAction

FEBRUARY 27, 2017

More than half are stuck in analysis paralysis, according to the Temkin Group’s State of Voice of Customer Programs 2016 report: 4% are VoC Transformers — linking customer insights to operational data and processes and strategic planning throughout the company. Lesson 3: Expect action and accountability from everyone.

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

ShepHyken

SEPTEMBER 22, 2024

The focus is, as the title implies, AI and how it empowers front-liners, provides customer insights, and is driving the future of CX. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 83

Article 2024 Customer Service E Commerce 83

ClearAction

NOVEMBER 11, 2022

Make the 5-why’s and action planning an annual workshop for every work group. Include cross-functional representatives in each workshop. This allows management to remove roadblocks, applaud progress, and keep in-tune with what customers will experience.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

One Millimeter Mindset

JULY 30, 2018

When employees develop customer experience antennae, they become the keys to in-depth customer insights. These are the types of insights which typically may not emerge when conducting traditional customer experience surveys. Let’s collaborate to customize my workshops and speaking programs to meet your needs.

Customer Experience 48

Customer Experience Workshop Sales Insights 48

One Millimeter Mindset

DECEMBER 10, 2020

That is where your team’s most important voice of the customer insights reside: out of sight from the rest of the team. For example, where the person-to-person sidebar chat tells the entire story of what really (and negatively) impacts team dynamics and outcomes. It does not need to be that way any more.

Workshop 81

Workshop Innovation Consulting Presentation 81

ChurnZero

NOVEMBER 26, 2024

Secondary Responsibilities: Collaborate closely with sales, marketing, product, engineering, and other teams to ensure a seamless customer journey. Provide valuable customer insights to inform product development, marketing campaigns, and sales strategies. Foster a culture of customer-centricity throughout the organization.

Customer Success 52

Customer Success Insurance Culture Workshop 52

Strativity

NOVEMBER 20, 2019

We typically recommend organizations start with an internal workshop that engages two dozen mid-level, cross-functional employees in the process of defining key aspects of the customer experience — including the myriad of touchpoints, success drivers, emotions, etc. Dive into the qual and quant of customer experience research.

Consulting 53

Consulting Workshop Customer Journey Mapping Touchpoint 53

Beyond Philosophy

DECEMBER 16, 2023

Clearly, the consensus leans toward AI significantly boosting the market research scene, yet there’s no majority stance on its implications for customer insight or market research job stability. So, where’s the compass pointing for customer insights? The upshot? How can we help?

2024 78

2024 Innovation Workshop Consulting 78

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX). Discover what performance coaching is and why your CX team could use it.

2025 40

2025 Contact Center Omnichannel Net Promoter Score 40

One Millimeter Mindset

SEPTEMBER 24, 2018

When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Based on the quality of customer insights you have gleaned by going off-script in your conversations? Hire me to speak or conduct a workshop at your next corporate or association event.

B2C 213

B2C Workshop Customer Retention B2B 213

C Space

OCTOBER 8, 2021

A host of prestigious judges, from brands including LEGO, Google, SAP, Truist, General Mills and Insights in Color, selected the winners based on their ability to generate insights that change the world of business, transforming customer insight into strategic advantage. C Space is a part of the Interbrand Group.

Financial 69

Financial Banking Customer Centricity Workshop 69

Beyond Philosophy

DECEMBER 21, 2023

To summarize, most people think AI will be a great enhancement to the market research industry, and no one group has a majority opinion on what that means for customer insight or market research jobs. So, does anyone know where the area of customer insights going?

2024 88

2024 Customer Centricity Customer Insights Workshop 88

Calabrio

OCTOBER 14, 2019

Based on a vertically oriented media player that aligns with how we consume information today, the design puts critical customer insights at users’ fingertips. Sessions will include contact center spotlights with customers, hands-on workshops, breakout sessions on WFM-specific topics and product update sessions.

Connections 13

Connections Entertainment Workshop Contact Center 13

ClearAction

OCTOBER 10, 2017

VMware’s practices are a more strategic type of customer experience transformation relative to the typical one-by-one follow-up with customers who gave low survey ratings and single departments chipping away at voice-of-the-customer insights they unilaterally control.

B2B 83

B2B Customer Experience 2015 Workshop 83

Wootric

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. And we probably haven’t even got everything covered. Jeannie Walters.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Comm100

DECEMBER 16, 2024

Improved Interdepartmental Collaboration By integrating automation tools with existing CRM and project management systems, teams across departmentssuch as sales, product, and supportcan seamlessly share customer insights and action plans. How Does Comm100 Help with Customer Service Automation?

Customer Service 52

Customer Service 2025 Demo Social Media 52

Comm100

DECEMBER 19, 2017

The CX program should be from the customer’s perspective, which can be achieved by: Collecting customer experiences and views. Identifying gaps in the customer experience. Conducting internal workshops. Mapping the customer journey. Conducting customer, market, and employee research.

Customer Experience 156

Customer Experience Download Workshop Metrics 156

ClearAction

FEBRUARY 27, 2017

More than half are stuck in analysis paralysis, according to the Temkin Group’s State of Voice of Customer Programs 2016 report: 4% are VoC Transformers — linking customer insights to operational data and processes and strategic planning throughout the company. This requires cross-functional collaboration.

Voice of Customer 54

Voice of Customer Workshop 2016 Metrics 54

SurveySensum

FEBRUARY 17, 2025

Ensure no valuable customer insights are lost due to language barriers. Real-time Dashboards A high-quality text analytics tool should offer interactive dashboards that provide a comprehensive view of customer feedback in real-time. Maintain consistent sentiment tracking across global markets.

Multi-Channel 52

Multi-Channel Social Media 2025 Feedback 52

Kerry Bodine

OCTOBER 13, 2016

You might observe your customers filling out your loan application paperwork at their kitchen tables. Or you might conduct a journey mapping workshop to see how that loan application fits into a larger financial process, like buying a home. For example, you might run some usability tests on your desktop and mobile sites.

Workshop 48

Workshop Customer Journey Mapping 2016 Financial 48

SurveySparrow

JUNE 30, 2023

Training and Development: These specialists play a crucial role in training employees across departments on delivering exceptional customer experiences. To ensure a consistent customer-centric approach across the organization, they create training materials, run workshops, and coach team members.

Customer Experience 52

Customer Experience Workshop Customer Service Representative Customer Centricity 52

Lumoa

MAY 5, 2022

About the authors Allegro is a Norwegian Communication and Technology bureau specializing in Customer Experience strategical consulting, co-creative workshops, and experience design processes. Contact Allegro’s CX Consultant, Joanna Carr, to learn more about developing and implementing a Customer Experience strategy.

Customer Experience 103

Customer Experience E Commerce Consulting E-support 103

Kerry Bodine

JANUARY 27, 2018

Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. In it, she describes how a simple thought experiment—yes, imagining herself as a T-Rex—helps her facilitate amazing workshops with our clients and their customers. Read this post to up your own workshop facilitation game. (T-Rex

2017 0

2017 Customer Journey Mapping Customer Experience Workshop 0

SurveySensum

JULY 14, 2020

He also founded a purpose-driven company, Customer Imperative, that focuses on helping B2B SaaS to retain customers, grow revenue, and scale customer success and Gain Grow Retain, a community for customer success leaders to share their work, collaborate and grow their careers. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

JANUARY 8, 2024

Do they ensure value is increasing for customers whenever changes in the business are needed? If your answer is “no” to any of these questions, you’re under-using customer insights! Customer-centric organizations do not materialize from mere training or programs. Business as usual is not ROI-generating!

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

ClearAction

AUGUST 6, 2019

They’re using customer journey insights to help the whole company align with customers, as described in my last article, Marketing’s Role in Employee & Customer Experience Journeys. Generating & Using Customer Insights. Analyzing Customer Insights. Customer-Aligned Branding.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

Think Customers

JUNE 24, 2024

Mark Killick, senior vice president of experience operations, Shipt Today’s leaders must create deeper, more authentic, and supportive relationships with employees to manage AI’s disruption without jeopardizing their engagement, Kyle said during a leadership workshop.

Technology 59

Technology Contact Center 2024 Leadership 59