Remove Consulting Remove Customer centricity Remove Employee engagement Remove Journey mapping

Top Priorities in Customer-Centric Contact Centers

RapportBoost

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. There are many channels and customers often have strong preferences.

What is Customer Experience Collaboration?

ClearAction

What is Customer Experience Collaboration? Collaboration like this across your entire company is what’s needed to win customer experience championships. Remember the last complaint you heard from a customer? Customer experience excellence requires 360-degree collaboration.

Customer Experience Handoff Silos are the Heart of Success

ClearAction

Customer Experience Handoff Silos are the Heart of Success Lynn Hunsaker. One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Your company suffers and customers suffer.

Using Your Employees' Voices to Transform the Customer Experience

CX Journey

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? For you and for the customer.

8 Customer Experience Metric Silos Mask Momentum

ClearAction

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. This is why connecting the dots is essential for customer experience metrics.

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations.

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from.

Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!

ijgolding

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. Just in the last two weeks, eight Head of Customer Experience job vacancies have appeared on LinkedIn.

What is Customer Experience Strategy?

ClearAction

What is Customer Experience Strategy? Is “customer experience strategy” like the Wheel of Fortune spinner? As such, for instance, it’s a misnomer to claim that digital marketing is customer experience strategy. It spans the end-to-end customer life cycle.

I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!

ijgolding

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards.