ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. ‘The Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 56

Customer Experience Customer centricity Government Education 56

CX Journey

NOVEMBER 10, 2015

Customer Experience Maturity Assessment : I put this tool under Culture and Employee Experience because it's a baseline on where you are with regards to a customer-centric and customer-focused culture. If we don't listen, we'll never know anything about our customers' needs and desired outcomes.

Journey mapping 64

Journey mapping Government Feedback Customer Experience 64

ChurnZero

DECEMBER 19, 2024

They’re creative, data-driven, customer-centric, innovative, and impactful. Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. A custom table of Success Plans , enabling alignment on key objectives.

Surveys 52

Surveys Accountability Feedback Government 52

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. As such, a governance structure is critical to the foundation of any customer experience transformation.

Customer Experience 59

Customer Experience Management Customer centricity Journey mapping 59

BlueOcean

OCTOBER 8, 2021

If you’re going to succeed and compete, you must put yourself in the place of your customers (i.e., Every touch point must be accounted for to understand their journeys—only then can you identify where their pain points are. The real key to customer loyalty is reliability and consistency.

Customer Experience 71

Customer Experience Education Government Customer centricity 71

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Never underestimate the customers expectation in CX.

Customer Experience 60

Customer Experience Customer centricity Education Consulting 60

ClearAction

OCTOBER 12, 2022

Employee experience, partner experience, and customer experience contribute to EPS. EPS is ultimate for profit-based brands, but for non-profit and government organizations, Return on Assets or an equivalent metric is the ultimate indicator of excellent management. Do this instead of rewarding index progress (survey scores).

Metrics 62

Metrics Management Sales Surveys 62

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Validation software can be implemented at key data capture points in order to enforce consistent data governance standards across the organization.

Customer Experience 72

Customer Experience Analytics Customer centricity Accountability 72

ClearAction

NOVEMBER 16, 2023

A) Customer Participation Today Survey fatigue and response rates are ongoing challenges, as customers are almost constantly asked to give feedback for both business and personal purchases and interactions. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants.

B2B 62

B2B Feedback B2C Enterprise 62

Balto

JANUARY 14, 2025

Data Sources and Their Role Voice Recordings : Capture tone, pauses, and interruptions, offering insight into customer sentiment through effective data integration. Chat Transcripts : Reveal trends in digital customer interactions, like repeated inquiries about pricing. Managing this data effectively is often overwhelming.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. As such, a governance structure is critical to the foundation of any customer experience transformation.

Customer Experience 33

Customer Experience Management Customer centricity Journey mapping 33

inmoment

MARCH 9, 2020

She is thrilled to be upgraded to First Class, but that joy fades once Jessica can’t connect her Apple MacBook to the GoGo inflight WiFi using her T-Mobile account. While standing on that line, Delta pushes Jessica a survey asking for feedback about today’s trip. What is her willingness to recommend Delta on a 1 to 10 scale?”

Customer Experience 52

Customer Experience Self service Telecommunications Engineering 52

CSM Practice

DECEMBER 4, 2020

Today I have Chris Singh, Global head of customer success management at SAP. Specifically today I’m going to approach the topic of maximizing customer value and being customer-centric. This way they can even be held accountable. If you think of customer success, it’s a science, right?

Benchmark 69

Benchmark Surveys Chief Customer Officer Metrics 69

ChurnZero

MARCH 20, 2020

Applied to Customer Success talent, it translates to possessing skills that aren’t too technical, nor too service-oriented, but rather a happy medium. In a government context, a diplomat nurtures lasting relationships between nations, fosters complex dialogues and negotiations, and gathers critical information pertinent to national interests.

SaaS 40

SaaS Customer centricity Finance Scripts 40

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. But standing in your way are existing customer data management challenges.

Analytics 51

Analytics Journey mapping Multichannel Government 51

SmartKarrot

JANUARY 20, 2023

Role: Customer Success Lead Location: Remote, Switzerland Organization: Earny Switzerland As a Customer Success Lead, you will take charge of user requests & improve the payroll application and user experience. You will bring precise and fast answers to customers on all contact channels (emails, phone, etc).

Government 19

Government Upselling Accountability Customer centricity 19

SmartKarrot

MAY 6, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Chevin Fleet Solutions As a Director of Customer Success, you will optimize the CS mission, vision, and customer journey map with the VP of Customer Success & Support. Help foster a company-wide, customer-centric CSM-focused culture.

Journey mapping 19

Journey mapping Coaching Government Upselling 19

SmartKarrot

MARCH 14, 2022

Role: Vice President Customer Success – AI Software Location: New York, NY, US (On-site) Organization: BD Strategy Partners As a Vice President of Customer Success, you will evaluate and where appropriate, implement improvements to CS/AM workflow processes. Foster and drive a culture of customer-centricity across the company.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

SmartKarrot

JANUARY 25, 2022

With the help of their platform, businesses can build 180-degree and 360-degree surveys to gather feedback from their employees. Upon the creation of the survey, employees are emailed the link to complete the survey, and they are asked to answer 40-50 questions. Culture Amp’s subscription plans are based on the number of users.

SaaS 10

SaaS Transportation Feedback Surveys 10

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

SEPTEMBER 25, 2020

Okta believes in being highly customer-centric. With ‘ API-led connectivity ’, MuleSoft aims at unleashing the true potential of AI in data governance. Providing survey software with AI-driven capabilities is a revolution brought in by SurveyMonkey. This is where AI helps it. SurveyMonkey.

SaaS 8

SaaS APIs Analytics Enterprise 8

SmartKarrot

SEPTEMBER 25, 2020

Okta believes in being highly customer-centric. With ‘ API-led connectivity ’, MuleSoft aims at unleashing the true potential of AI in data governance. Providing survey software with AI-driven capabilities is a revolution brought in by SurveyMonkey. This is where AI helps it. SurveyMonkey.

SaaS 8

SaaS APIs Analytics Enterprise 8

CSM Magazine

AUGUST 1, 2017

By the 25th May 2018 all organisations serving customers across Europe need to comply with the new legislation. Yet, IT Governance reported this month that 68% of a survey sample have yet to update their processes to reflect the new data subject rights. This has resulted in a more customer centric culture.

Wireless 58

Wireless Finance Government Customer centricity 58

Satrix Solutions

JANUARY 4, 2018

No longer were companies solely reliant on expensive research firms to field customer satisfaction or market research surveys. Within just a few years, our email inboxes would be flooded with surveys created using SurveyMonkey and the many other inexpensive survey applications. Consequences of In-House Surveys.

Surveys 60

Surveys Government B2B Feedback 60

Balto

SEPTEMBER 12, 2023

In this guide, we delve into the driving factors behind customer experience evolution, how you can develop a customer-centric culture, make the most out of emerging AI (Artificial Intelligence) tech, and maintain customer trust and loyalty. This approach has worked in the past, but today, it’s far from being sufficient.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52