Beyond Philosophy

SEPTEMBER 6, 2019

At the beginning of the year, Forrester, an influential research and advisory firm, said that Customer Experience was “flatlining,” stagnating. Most of the clients we begin working with in our global Customer Experience consultancy need some help developing strategy. So, next we did research on how to get Maersk there.

Journey mapping 332

Journey mapping Consulting Consulting Customer Experience 332

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Nor have they approached their channels from an outside-in approach , which is how we encourage our clients to approach the analysis of their current Customer Experience. Control Your Self-Service Customer Experience.

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

AUGUST 17, 2015

What we typically find in our client experience assignments is that there is almost invariably an emotional underpinning to these value components. It’s often the elements of consistency and reliability with the experience that are most dominant in our memories. that haven’t been met. Michael Lowenstein, Ph.D., appeared first on.

Banking 250

Banking Customer centricity Consulting Consulting 250

Satrix Solutions

FEBRUARY 12, 2020

If key stakeholders across your organization view your CX program as “just another initiative” and not a true operating philosophy, customers and employees will undoubtedly take notice. Programs like a Customer Advisory Board (CAB), Customer Defection Analysis, and Sales Win Loss program are quite common among SaaS organizations.

B2B 78

B2B Feedback Consulting Consulting 78

Netomi

JANUARY 5, 2022

That’s why we feel compelled to introduce our readers to a larger scope of people who inspire a world of excellent customer experience and thought leadership. Our favorite content from Adam: Empathy Is Not Just a Mindset; It Is a Learned Skill. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Help Scout

AUGUST 11, 2021

Everything You Need to Know About Customer Advisory Boards. They are on a weekly publishing cadence, so users who subscribe to this blog or their content will not be bombarded with notifications super frequently and can instead expect to see one well-researched, in-depth blog per week.

Customer Service 82

Customer Service Coaching Education Best practices 82

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. It’s all based on his research on company culture.

Surveys 105

Surveys Employee engagement Management Education 105