Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. Not getting ‘too clever’ with analytics (c.f. What ‘obsessing’ about the customer meant? Do we “earn the right to be the customer’s first choice?

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

Peter Lavers

DECEMBER 21, 2017

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C.

B2C 138

B2C B2B Customer centricity Analytics 138

Peter Lavers

SEPTEMBER 6, 2018

This list features influencers who are contributing to the customer service industry in an outstanding way. Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.), Please get in touch if you’d like to engage Peter to add value to your customer service or experience programme.

Customer Service 100

Customer Service Automotive B2C CRM 100

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? Customer expectations for personalization have evolved immensely.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ChurnZero

FEBRUARY 1, 2019

Leading a team of innovators and experts in their Customer Success, Professional Services, and Support organization, Amanda’s goal is to ensure that every customer optimizes the business impact of Lucidworks search and analytics deployments. “My A role in which she oversaw implementation at several banks and mortgage lenders.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

Netomi

FEBRUARY 28, 2022

Describing the structure of the DoorDash Customer Experience (CX) team in an interview with Forrester, she emphasized the importance of multiple teams working together to combine their knowledge and insights. “ She has previously held marketing and CX roles across various industries, including life insurance, banking and hospitality. .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64