Peter Lavers

FEBRUARY 20, 2019

As a recognised CX influencer they invited me to a Roundtable event to give me and others a sneak preview of the findings and the opportunity to meet and discuss the big issues with its researchers and authors.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. Advocacy/Reputation/Brand This determines the customer’s willingness to recommend your products or services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

ChurnZero

MAY 20, 2021

6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. But you end up turning your customer journey into an internal process map.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98