Customer Guru

AUGUST 21, 2018

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. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Education Services Group

FEBRUARY 16, 2022

The opportunities and challenges are immense and are driving the tremendous pressure executives face as they work to accelerate the way their organizations operate and deliver value to customers and to the business. The answer to this (customer-centricity), and the consensus opinion, sounds so simple and it belies a hard truth.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. . It’s truly a win-win.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

RapportBoost

DECEMBER 10, 2018

While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing and sales to connect dots and solve the big problems. But it also allows us, for example maybe customer’s preferences for privacy, just to give an example, so here at Comm. So, please go ahead, take it away….

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. Yes, but it will be a lot better with one.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Horizon CX

DECEMBER 31, 2018

As a member of the Customer Experience Professionals Association’s CX Expert Panel, we are asked on an annual basis to offer our thoughts and experiences around CX both past and present, and looking ahead. This is good news for those of us among the CX consulting community and especially the CX provider community.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

ijgolding

OCTOBER 6, 2014

What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week. Whether it makes you laugh, cry or feel pity for me, I genuinely hope that my diary provides a useful insight into my work in helping organisations to become more customer centric.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

CSM Practice

NOVEMBER 4, 2019

These questions include customer success funding and reporting, as well as appropriate customer segmentation. As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. These efforts are geared towards presenting viable solutions to the challenges of building customer success at scale.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Annette Franz is the Founder and CEO of CX Journey Inc. Annette Franz. Ashna Patel.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Beyond Philosophy

OCTOBER 11, 2019

Laverty persisted as he saw that Customer Experience would be the differentiator in the marketplace. He asked, “How is this going to impact our customers?” It was part of his strategy to enforce the customer-centric mindset at the company and help the team get used to identifying as the customer and seeing it from their vantage point.

Customer Experience 317

Customer Experience Employee engagement Journey mapping Customer centricity 317

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

Pointillist

MAY 19, 2020

As organizations align their teams around the customer, developing journey-based roles are growing in importance. Over 50% of companies also have a role or team dedicated to journey management or journey analytics. Additionally, many companies are now structuring their organization around customer journeys.

Management 94

Management Analytics Journey mapping Customer centricity 94

ijgolding

SEPTEMBER 29, 2015

Manuela believes that if you give customers ‘your word’ then you better be good at keeping it – and her fiery Italian powered passion has enabled her business to do just that. The positive effect Manuela’s approach to Customer Experience has had on her business is remarkable.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

ClearAction

OCTOBER 2, 2017

Think of customer experience management as a flow (not pillars!). Adapt this verbal technique to the way you present voice-of-the-customer. Use it for presentations of all types. 14) SIPOC / COPIS : Suppliers create Inputs to your Process which produces Outputs that Customers experience.

Customer Experience 78

Customer Experience Journey mapping Management Customer centricity 78

RichCall

SEPTEMBER 13, 2017

Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast. Blair Pleasant , analyst and consultant about Unified Communications. take responsibility for customer communications rather than these being driven by individual departments’ internal timescales and goals. Babylon Health or Your.MD

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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. Create a customer journey map and involve relevant departments and stakeholders.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52