Satrix Solutions

JANUARY 24, 2022

The pivoting in 2021 marked a change in the power dynamic of CX across the board, and as we look ahead to 2022, the maturing of an internal CX program within the organization is vital to maintaining the existing customer base and expanding within your industry. Turning insights into action.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

Vistio

SEPTEMBER 30, 2021

Customer experience professionals have the tough job of keeping up with new technologies, developing strategies and processes for optimal agent performance, along with keeping up with the latest trends in the industry. Mark Hillary provides a unique view of the CX industry as a former technology director. Find her research here.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

Beyond Philosophy

OCTOBER 29, 2014

If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. I am not judging the Scots by any means.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Mindtouch

MAY 6, 2016

From investing, to board governance, to enterprise consultation, Ben Kepes , Director of Diversity Limited , knows exactly what technology based tools exist to help companies digitally transform while keeping the Customer Experience at the forefront of their growth model. I do a lot of consulting with vendors.

Government 90

Government Customer centricity Airlines Consulting 90

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Follow Aimee on social media: Twitter: Aimee Lucas (@Aimee_Lucas). Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. You are right.

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. We specifically like his wrap-up of customer service blog posts that he curates from a variety of resources and publishes weekly.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Skybridge

NOVEMBER 12, 2020

“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. I couldn’t agree with her more. That is non-negotiable.

Customer Care 52

Customer Care Government Self service Education 52

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

Outsource Consultants

AUGUST 19, 2019

Savvy business leaders trust outsourcing to offer competitive operational costs while maintaining customer-centric service. . The Jamaican BPO sector has enjoyed steady growth, as agent skills and training have risen to meet industry demands. GOVERNMENT INVESTMENT AND INFRASTRUCTURE. Jamaica is no exception.

outsourcing 64

outsourcing Telecommunications Call Center Government 64

The Petrova Experience

APRIL 4, 2023

Our article called out, rather presciently, the need for governance, standards, and the human touch in the scope of AI for customer experience and other business imperatives. Fold tools like OpenAI into your customer experience strategy in a way that reaffirms your commitment to customer centricity.

Customer Experience 52

Customer Experience Government Customer centricity Calibration 52

Customer Guru

MARCH 7, 2018

Atos operates under the main brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline. Working across industries such as manufacturing, IT, and consulting, what has your journey been like? How do you think a business can realize the power of delivering a good experience to customers? You are right.

Customer centricity 60

Customer centricity Coaching Employee engagement Consulting 60

RapportBoost

DECEMBER 10, 2018

So, on the webinar today we are going to go over a few industry trends, at present two-third of contact centers are multi-channel and one-six are Omni-channel, where does your company fit in? But it also allows us, for example maybe customer’s preferences for privacy, just to give an example, so here at Comm. Are they out on the road?

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

BlueOcean

OCTOBER 8, 2021

Over the course of my journey into better understanding the CXPA customer experience core competencies, I came away with some key learnings and real-world anecdotes that are especially relevant on the heels of CX Day 2021. I’m certain that the Industrial Revolution and the Internet Age come to mind. A New Age of Excellence.

Customer Experience 71

Customer Experience Education Government Customer centricity 71

Beyond Philosophy

JUNE 23, 2015

One industry analyst noted that this is just the tip of the iceberg. and, while some carriers are taking precautions to protect their customers from text message advertising, so far neither the direct marketing industry nor the federal government has been able to control this form of spam.

Marketing 246

Marketing Wireless Advertising Revenue potential 246

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Your audience wants to engage with you – conversations are happening about you and your industry, whether you are a part of them or not. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Enhancing Customer Experience through Real-Time Monitoring In a customer-centric world, satisfaction is king.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Lumoa

JANUARY 9, 2018

Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. Once the customer had a positive CX, it will set a new benchmark.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

ClearAction

NOVEMBER 25, 2017

It’s a two-way street , so if you want your customers to trust and love your brand, show them you trust them and your employees as well. Southwest Airlines is an outstanding example of rising above industry norms, charting its own course, and vowing to win customers’ hearts and customers’ cash through policies that set them free.

Customer Experience 63

Customer Experience Government Airlines Customer centricity 63

Balto

SEPTEMBER 12, 2023

With increased adoption of digital channels, competition from fintech services, and evolving customer expectations, the financial services industry has changed forever. The Current Importance of CX in Financial Services Customer Experience in financial services is important for two main reasons: marketing and customer loyalty.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

The Petrova Experience

SEPTEMBER 21, 2020

Then, this week I found a Federal Government document that details a recommendation for the US Department of Agriculture (USDA) to become more customer-centric, and to offer a better experience to the American public. As we audit experiences across travel and other industries, a few other things surprise me, too.

Customer Experience 52

Customer Experience Airlines Government Real estate 52

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? How to overcome those challenges?

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Lumoa

DECEMBER 7, 2022

And we are proud to say that when we find one, it usually starts with a simple value we both share: customer-centricity. By combining these companies’ consultancy and feedback analytics solutions, this partnership will be a powerhouse for delivering exceptional customer experiences.

Customer centricity 16

Customer centricity Airlines Government Coaching 16

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. ‘The it deserves.

Customer Experience 56

Customer Experience Customer centricity Government Education 56

ClearAction

MAY 31, 2015

Although dedicated groups of experts spelled efficiency when we entered the industrial age, their insular nature causes inefficiencies and hassles both for your customers and for your company. This does not mean that customers need to step out of their world and provide consulting or a report card on everything you do.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

NobelBiz

JUNE 5, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz By leveraging data-driven insights, employing skilled agents, and utilizing advanced technology, agents can tailor their approach, messaging, and offers, creating meaningful connections that resonate with individuals on a personal level.

Call Center 52

Call Center Scripts CRM Contact Center 52

CSM Practice

DECEMBER 29, 2020

01:16 – Irit explains how the COVID-19 pandemic has affected industries differently. 08:54 – Irit shares thoughts on customer interactions and proactiveness in business. 17:20- Diane highlights customer and relationship-centeredness. The Interview. 14:54- Christine talks about supporting employee empowerment.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

The Petrova Experience

NOVEMBER 1, 2022

Organizational culture is the set of values and beliefs that govern the accepted, rewarded, and encouraged behaviors across departments, levels, and geographies. The Great Resignation, Quiet Quitting, and spikes in attrition rates across industries make employee retention a strategic priority for all organizations.

Consulting 52

Consulting Consulting Surveys Government 52

SmartKarrot

MAY 6, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Chevin Fleet Solutions As a Director of Customer Success, you will optimize the CS mission, vision, and customer journey map with the VP of Customer Success & Support. Help foster a company-wide, customer-centric CSM-focused culture.

Journey mapping 19

Journey mapping Coaching Government Upselling 19

Squelch

JUNE 25, 2019

As is true for most small businesses today, we had an obligation to maintain very close connections with our customers in order to be successful. We had a rudimentary customer relationship management system on index cards that documented every single purchase that each customer made. What are you currently working on?

Customer Experience 53

Customer Experience Finance Government Education 53

NobelBiz

JUNE 26, 2023

Key Components of Call Center Infrastructure Even among the industry professionals themselves, few are those that truly understand the complexity of building a competitive call center infrastructure. With more than 20 years of industry experience, we back our products and services with a deep understanding of the call center landscape.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

ChurnZero

MARCH 20, 2020

Customer Success skills drastically differ by product and market context, as McKinsey & Company explains in their report, Introducing customer success 2.0: They must be fluent in all company functions to facilitate and fortify the customer experience. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

C Space

SEPTEMBER 11, 2019

Charles Trevail is the Global CEO of C Space and Interbrand as well as the host of Outside In , a customer centricity podcast. A leader in the consulting world for more than 20 years, Charles has a successful track record of reinventing companies, brands, and experiences through co-creation and collaboration with customers.

Construction 40

Construction Big data Customer centricity Marketing 40

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Lincoln Murphy. Jeanne Bliss. Rick Adams.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

inmoment

MARCH 9, 2020

Leiter is chairman of Leiter & Company, a strategy consulting and investment firm, and a distinguished strategy fellow at The Conference Board. In a world with more than 300 million businesses that are seeking new sources of growth, industry lines inevitably keep blurring. This line of inquiry may be more important than ever.

Customer Experience 52

Customer Experience Self service Engineering Telecommunications 52

SmartKarrot

NOVEMBER 20, 2020

Role: VP of Customer Success Location: Santa Clara, CA, US Organization: Cloudinary As a VP of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results (OKRs) along with hiring, coaching, and developing a world-class team.

Customer advocacy 10

Customer advocacy Coaching Government Consulting 10