JustCall

MARCH 8, 2023

Blake Morgan Customer Experience Futurist, Keynote Speaker, Author, Consultant Blake Morgan is a renowned customer experience leader and a prominent industry voice with over 15 years of experience studying customer experience. Follow Sue on LinkedIn 7. Follow Emilia on LinkedIn 8. Follow Melinda on LinkedIn 11.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. This is a much better way to view customer complaints, right?

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

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

GetFeedback

JANUARY 19, 2020

In CustomerThink’s recent study of 200+ CX initiatives , respondents were asked about sources of feedback. The study found that using only surveys is not a CX success driver. Click here to enlarge map) . One caveat: don’t take this as a model for the only or the right way to document a journey map.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Answer Dash

APRIL 16, 2019

Customer Management Clarity Clarity is strengthened by unifying the various roles that manage customer experience across your company. Communication is typically non-existent or minimal across managers of CRM, service, voice-of-customer, loyalty, continual improvement, customer intelligence, customer success, and similar endeavors.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76