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Customer Centric Service Design


Customer Centric Service Design Lynn Hunsaker. Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! 3) How will the solution work for the customer?

Top Priorities in Customer-Centric Contact Centers


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.

8 Customer Experience Metric Silos Mask Momentum


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. The trick to successful metrics selection is to connect the dots between cause-and-effect.

How to Define Your Priorities and Build a Plan for Customer Centricity


The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization.

Are You Driven to Delight?

CX Journey

Throughout the years, Annette has championed the importance of customer journey mapping and executing across key touch points to delight customers. In summary, leaders have concern and prioritize experience improvement strategy, but customers aren’t reporting progress.

Customer Experience Handoff Silos are the Heart of Success


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.

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of

A Perspective and a Prospective on CX

CX Chronicle

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin.

Customer Experience Professionals’ Essential Toolkit


Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Contact Center Technologies 2017: find out what 23 experts say


With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Donna Peeples , Customer Experience Strategist.

Contact Center Industry Stats – Contact Center Channels

Taylor Reach Group

Previously, we discussed statistics related to the organization and customer journey mapping. Multi-channel and Omnichannel: 92% of organizations that view customer experience as a differentiator offer multiple contact channels (Ameyo). Research shows that 74% of customers are using 3 or more channels to access customer service (Ameyo). 60% said that they expect the same experience across all customer touch points.