Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Amanda is a highly experienced customer experience consultant, adviser, and writer. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Customer centricity Chief Customer Officer Consulting 130

ClearAction

DECEMBER 31, 2016

Arrange action planning workshops for originating departments. Customer Journey Mapping — resolve to drive collaboration. For each journey phase/step, identify consequences to customers when things go right or wrong. Conduct cross-functional workshops to identify silos and plan ways to make the journey smoother.

Customer Experience 81

Customer Experience Journey mapping Customer Service Feedback 81

CX Journey

SEPTEMBER 8, 2016

Map the employee journey for a variety of tasks that employees do every day Journey mapping creates awareness for the steps that an employee takes to do whatever it is that he's trying to do within the organization. I conducted an employee journey mapping workshop for a small retailer.

Customer Experience 49

Customer Experience Journey mapping Feedback Surveys 49

ClearAction

OCTOBER 21, 2017

Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. It’s the job of customer experience management to drive smooth journeys and maximize value across the life cycle. Use your customer life cycle journey map to overcome nearsightedness.

Customer Experience 67

Customer Experience Management Journey mapping Metrics 67

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. Arie Goldshlager.

Customer Service 98

Customer Service Customer Experience Consulting Consulting 98

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). Organize a RACI (Responsible, Accountable, Consulted, Informed) conversation, and outline the overall customer experience. Customer Success offerings. .

Journey mapping 52

Journey mapping Upselling Customer Experience Calibration 52

ClearAction

DECEMBER 27, 2017

” The Power of Workshops. They taped and edited the interviews and showed them to groups of cross-discipline employees in workshops. They viewed these workshops as a pivot point to rise above preconceived notions of clients and the bank and employee roles. B-to-B Customer Journey Maps: New Wisdom.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

CX Global Media

JULY 11, 2019

We know that traditional approaches like multi-day workshops don’t build skills efficiently. From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Contact Center Industry Facts.

Contact Center 120

Contact Center CCNG Call Center Morale 120

Clarabridge

MAY 9, 2018

Our first advanced session was led by Clarabridge’s Katie Costanzo, Director, Professional Services and Koren Stucki, VP, Strategic Consulting. Roadmap to Success: Taking Your CX Program to the Next Level. These two took attendees through best practices for establishing a successful CEM program.

Contact Center 40

Contact Center Journey mapping Best practices Feedback 40

ijgolding

OCTOBER 6, 2014

As has become normal recently, I am up at 4:30am to embark on a long journey from the North West of England down to the South. This week will see me delivering two workshops for two different companies and I need plenty of supplies! The workshop proved to be as challenging as anticipated. It is so easy to do!

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

GetFeedback

JULY 19, 2019

This means knowing where there may be friction in the journey, and how to ask about that to get the best results. Can you start a VoC program without a customer journey map? To know what to measure, it’s important to understand the actual customer. Yes, but it will be a lot better with one. Create your VoC feedback mosaic.

Customer Experience 92

Customer Experience Feedback Surveys Journey mapping 92

Avaya

FEBRUARY 13, 2018

People are seeing the potential to build enviable customer experiences by better connecting with customers through social and messaging channels and by journey mapping customer interactions. At Avaya we take a consultative approach to helping our customers meet their business objectives. Contact us to learn more.

Contact Center 67

Contact Center Customer Experience Journey mapping Self service 67

GetFeedback

DECEMBER 2, 2019

She is a customer experience speaker, writer, and consultant with more than 20 years of experience in assisting all types of companies, including Fortune 500. Specialties include in-depth customer experience evaluations, customer journey mapping, user experience analysis, and leading workshops and training programs.

Benchmark 78

Benchmark Customer Experience Metrics Journey mapping 78

ClearAction

JUNE 22, 2017

B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. Use these factors to apply new wisdom to your customer experience journey mapping. Use these factors to apply new wisdom to your customer experience journey mapping. 3-Step Approach to B-to-B Customer Journey Mapping.

Journey mapping 73

Journey mapping B2B Customer Experience Management 73

ChurnZero

NOVEMBER 22, 2021

This is a lesson Kristen Hayer, Founder and CEO of The Success League , has learned firsthand as a former Customer Success leader, and one that she’s helped countless others confront through her work running a Customer Success consultancy. Customer Touchpoint/Journey Map (also referred to as a Playbook). Revenue by Segment.

Benchmark 98

Benchmark Finance Best practices Sales 98

ClearAction

OCTOBER 2, 2017

Do this in a workshop environment where a cross-functional group of long-timers and newcomers among your employees who are particularly savvy about the issue topic in day-to-day management. The post Customer Experience Professionals’ Essential Toolkit appeared first on ClearAction Customer Experience Consulting.

Customer Experience 78

Customer Experience Journey mapping Customer centricity Management 78

Fonolo

MARCH 17, 2020

Jessica Cryer, CSPN’s VP of Business and Customer Service strategy, explains that to effect change at Hyundai Canada, they took a multifaceted approach with training seminars and workshops, as well as a high-. level customer journey mapping session. “It About CSPN. About Fonolo.

Customer Service 67

Customer Service Automotive Customer Experience Feedback 67