Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ClearAction

FEBRUARY 26, 2015

This post takes on the second key: Map for Actionability: In addition to sketching the customer experience as comprehensively and attractively as possible, make space for the "so what", to spur action across your company. Comments are Customer Experience Gold. Customer Experience Text Mining for Gold Nuggets.

Journey mapping 109

Journey mapping Customer Experience Customer advocacy Best practices 109

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CX Journey

SEPTEMBER 1, 2015

Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience. The linkage between customer experience and employee engagement has been proven. It's real, and your employees matter! This isn't healthy.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52