Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. So, without further ado, Let’s hear what he has to say about Customer Experience Certification. Mead begins his position by defining Customer Experience.

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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.

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Nicereply

MARCH 23, 2021

We’ve got quite a few friends in the customer service world who inspire us. We’ve linked each person to their Twitter feed so you can follow them. For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on!

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Answer Dash

SEPTEMBER 14, 2019

(This articles was originally published at CustomerBliss - republished here by the consent of the author) Imagine a baby boomer, a Gen X’er, a Millennial, and a Gen Z’er walk into a bar. Additionally, company employees feel more trustworthy to us in person. Sounds like the start of a joke, right? But think about it.

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Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Case in point—How many more articles are necessary to explain NPS?

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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.

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ChurnZero

MAY 20, 2021

To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Traits: Product-market fit. $6M

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