Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Journey mapping 62

Journey mapping Chief Customer Officer Healthcare Sales 62

Beyond Philosophy

OCTOBER 21, 2021

So, without further ado, Let’s hear what he has to say about Customer Experience Certification. I am also sure Mead will comment on this article, so look for those, too. Mead’s Argument: We Should Stop All Customer Experience Certification Now. Mead begins his position by defining Customer Experience.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

CustomerSuccessBox

DECEMBER 24, 2021

“Moments of truth” are those crucial points in your firm’s interaction with a customer. An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an organization’s customers.”.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

GetFeedback

JANUARY 19, 2020

Customer service agent notes and messages. Text from sales team interactions. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Click here to enlarge map) . Stage 1: Awareness.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Horizon CX

DECEMBER 31, 2018

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Case in point—How many more articles are necessary to explain NPS? Customer Journey Mapping is another case in point.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

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. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106