Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

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. According to a PwC Global Culture Survey , 81% of the executives surveyed identified a strong organizational culture as a “competitive advantage.” You are not wrong.

Consulting 52

Consulting Consulting Surveys Government 52

CSM Practice

DECEMBER 29, 2020

I’m Diane Diane Hanson, management consultant, and with me is Christine Salvo, therapist, certified mediator, and certified hypnotherapist. Today we are talking about your business and how to achieve success with your existing customers. Diane Hansen: (00:28) This is business therapy. What are they doing?

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

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

ChurnZero

MARCH 20, 2020

In a government context, a diplomat nurtures lasting relationships between nations, fosters complex dialogues and negotiations, and gathers critical information pertinent to national interests. They must be fluent in all company functions to facilitate and fortify the customer experience. Be a Department Diplomat.

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Satrix Solutions

JANUARY 24, 2022

With this in mind, here are a few recommendations for the New Year to answer the question – “How are your platforms and teams going to provide more robust customer experiences into 2022?”. Develop a robust CX program that business leaders can stand behind and build a customer-centric culture within the organization.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

COPC

NOVEMBER 13, 2019

Shouqi Group, with its 68 years of experience in car services and the well-known “State Guest Service Team,” has been offering services to major foreign affairs and political conferences including the NPC (National People’s Congress) and CPPCC (Chinese Political Consultative Conference) in China. Survey response rates improved by 27%.

Customer centricity 8

Customer centricity Consulting Consulting Transportation 8

SmartKarrot

JANUARY 25, 2022

With the help of their platform, businesses can build 180-degree and 360-degree surveys to gather feedback from their employees. Upon the creation of the survey, employees are emailed the link to complete the survey, and they are asked to answer 40-50 questions. Culture Amp’s subscription plans are based on the number of users.

SaaS 10

SaaS Transportation Feedback Construction 10

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. Joe Rice, CX Technology and Vendor Expert and Consultant. Rod Jones, Industry Pioneer and Consultant.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

ClearAction

MAY 31, 2015

Send relevant customer feedback to each department in your company regularly. Involve employees in observing customers to see what’s easy/hard for them. Keep customer experience anecdotes (not just survey scores) in front of employees on the intranet, in break rooms, in staff meetings, and so forth.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

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. While standing on that line, Delta pushes Jessica a survey asking for feedback about today’s trip. The next day you receive a survey from the hotel asking you about your experience.

Customer Experience 52

Customer Experience Self service Engineering Telecommunications 52

CSM Practice

DECEMBER 4, 2020

Irit Eizips: Hello my customer success friends, Irit Eizips here from CSM Practice, a customer success consulting firm. Today I have Chris Singh, Global head of customer success management at SAP. Specifically today I’m going to approach the topic of maximizing customer value and being customer-centric.

Benchmark 69

Benchmark Surveys Chief Customer Officer Management 69

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.

Customer Experience 53

Customer Experience Finance Government Education 53

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries.

Education 40

Education Metrics Marketing Journey mapping 40

Satrix Solutions

JANUARY 4, 2018

No longer were companies solely reliant on expensive research firms to field customer satisfaction or market research surveys. Within just a few years, our email inboxes would be flooded with surveys created using SurveyMonkey and the many other inexpensive survey applications. Consequences of In-House Surveys.

Surveys 60

Surveys Government B2B Feedback 60

Balto

SEPTEMBER 12, 2023

In this guide, we delve into the driving factors behind customer experience evolution, how you can develop a customer-centric culture, make the most out of emerging AI (Artificial Intelligence) tech, and maintain customer trust and loyalty. This approach has worked in the past, but today, it’s far from being sufficient.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52