CX Global Media

JULY 12, 2019

In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Fonolo

MARCH 4, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. The Tools of the Trade: Technology and Metrics. When we talk metrics, there arises a strong opinion about one in particular.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

FEBRUARY 20, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. The Tools of the Trade: Technology and Metrics. When we talk metrics, there arises a strong opinion about one in particular.

Customer Service 67

Customer Service Metrics Call Center Banking 67

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Penney’s ecosystem was misunderstood and disrespected. viewpoint?

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Follow Lyn on Social Media: Twitter: ClearAction (@clearaction).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Customer Guru

JANUARY 3, 2018

With over 18 years of entrepreneurial experience, Mr. Rohit is actively involved in several core areas of Cloudnine including strategy, digital revolution, public relations, employee engagement, and development of new business models for the company. The metric Net Promoter Score triggers and manages a lot of functions for us.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95