TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

24-7 InTouch

APRIL 26, 2024

This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. The Catalysts of Successful AI Adoption Successful AI adoption is driven by a blend of strategic foresight, cultural readiness, and technological integration.

Government 52

Government Customer centricity Technology Management 52

PeopleMetrics

JANUARY 19, 2018

The master rule to customer-centricity is this: solve your customers’ problems. Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. So how does this apply to the healthcare and pharmaceutical industries? In The Beginning. Patient Feedback.

Customer centricity 93

Customer centricity Healthcare Customer Experience Entertainment 93

ShepHyken

SEPTEMBER 11, 2020

When it comes to dealing with global challenges, people tend to place more trust in companies than in governments. The new customer expectations are influenced by three elements: General Purpose T echnology : The coming decade will see the growth of technologies such as 5G, artificial intelligence, quantum computing and robotics.

Customer Experience 323

Customer Experience Customer centricity Government Healthcare 323

ShepHyken

MAY 28, 2023

by Tom Wormald (CustomerThink) Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. We call this the ‘customer centric’ approach which puts the customer ‘at the heart of everything a business does’. I refer to this as a hospitality mentality.

Customer Service 162

Customer Service Customer centricity B2C Government 162

Eptica

OCTOBER 23, 2019

Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. They face greater competition than ever before and need to innovate to successfully embrace digital technologies. So how can CEOs create a customer-centric business?

Customer centricity 50

Customer centricity Best practices Benchmark Government 50

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Just what is it, anyway?

Government 86

Government Customer Experience Journey mapping Construction 86

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Resource: Managing Projects Large and Small by Harvard Business School Press.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Lumoa

APRIL 3, 2023

For a while I had noticed there seemed to be missing a focused approach and thinking on what customer experience mean for B2B. At the same time B2B companies increasingly have customer experience in their strategies and need support in defining what it means to become customer centric. I see CX as a Service.

B2B 83

B2B Customer Experience Customer centricity Consulting 83

ShepHyken

APRIL 8, 2019

(NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? Several government agency rock-stars met to discuss how to improve customer service. The short answer is yes.

Customer Service 256

Customer Service Government Entertainment Healthcare 256

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?” How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Customer-centricity can be embedded in many places in a company’s strategy. okay… so what do you actually do?” “Oh,

Customer centricity 282

Customer centricity Education Government Personalization 282

Customer Guru

JANUARY 16, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Owing to his expertise in Customer Experience Management, he has successfully executed various strategies and actions in order to set up customer-centric organizations across industries in India.

Real estate 110

Real estate Customer centricity Management Customer Service 110

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?”. How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Customer-centricity can be embedded in many places in a company’s strategy. okay… so what do you actually do ?”. “Oh,

Customer centricity 208

Customer centricity Education Government Personalization 208

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?”. How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Customer-centricity can be embedded in many places in a company’s strategy. okay… so what do you actually do ?”. “Oh,

Customer centricity 182

Customer centricity Education Government Personalization 182

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020. Or, maybe you are an airport.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

TechSee

MAY 26, 2020

Essential services such as internet and utilities like water and electricity must be maintained and companies must work even harder to strike the right balance between ensuring customer satisfaction and adhering to government regulations that protect technicians and customers. Rethinking traditional metrics.

Customer centricity 109

Customer centricity Metrics Engineering Government 109

Peter Lavers

NOVEMBER 16, 2017

Pretty much everything described so far has been about what businesses “do” for and to our customers. We “do” marketing and sales, but the customer “does” their experience! Multi channel” is therefore (but unintentionally, I believe) not a customer centric term.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

Mindtouch

MAY 6, 2016

From investing, to board governance, to enterprise consultation, Ben Kepes , Director of Diversity Limited , knows exactly what technology based tools exist to help companies digitally transform while keeping the Customer Experience at the forefront of their growth model. You know, the technology comes later.

Government 90

Government Customer centricity Airlines Consulting 90

The Petrova Experience

APRIL 4, 2023

Our article called out, rather presciently, the need for governance, standards, and the human touch in the scope of AI for customer experience and other business imperatives. Find a way to include AI in your customer experience. Tools like OpenAI can support customer-centric communications initiatives.

Customer Experience 52

Customer Experience Government Customer centricity Calibration 52

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. Technology is an enabler; it’s customer-centricity that is the disruptor today.

Technology 48

Technology Transportation Entertainment Customer centricity 48

Maru Group

FEBRUARY 19, 2020

Focus on Customer Centricity and Becoming Agile. Building off the SECC Member Meeting this past October, utility services need to focus on being customer-centric and agile. They want access to more energy-saving technology and renewable sources. Segment customers and map their journey.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

RapportBoost

DECEMBER 10, 2018

And it just breaks my heart because on the whole, it is not the fault of the technology, it is the fault of the implementations and knowledge, and the culture that underlies in. So you can find customer experience update on Twitter; @cxupdate or if you are more contact center focused, you can find customer contact central; @cust_contact.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

USAN

MARCH 22, 2022

Deciding which technologies will enable your business to meet its goals can be difficult. Which tech platform will work best for your customers? Which technologies will most positively impact your bottom line? A customer experience assessment can help. How CX Assessments Guide Businesses Investing in Technology.

Government 52

Government contact center solutions Cloud contact Customer centricity 52

NobelBiz

MARCH 12, 2024

By centralizing customer data and streamlining communication, businesses can reduce redundancies and minimize manual effort. Automation tools and AI-driven technologies further enhance efficiency by automating repetitive tasks and providing intelligent insights.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Enterprise 62

CustomerSuccessBox

JUNE 13, 2022

We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company. Many businesses claim to be customer-centric, yet they don’t really comprehend the concept. Segmentation of Customers.

Customer centricity 52

Customer centricity SaaS Analytics Customer advocacy 52

Beyond Philosophy

JUNE 13, 2019

Establishing a customer-centric culture of an organization is crucial, and also one of the hardest things to do in business. Moreover, the culture should govern every function in the company and be accessible at every level. WHY CUSTOMER MEMORIES ARE MORE IMPORTANT TO YOUR CX. It all boils down to your company culture.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Skybridge

NOVEMBER 12, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020. Or, maybe you are an airport.

Customer Care 52

Customer Care Government Self service Education 52

InGenius

DECEMBER 19, 2019

Upland PSA: The future of professional services is customer-centric. As enterprises strive to put the human touch to our digital businesses, the phrase "customer-centric" has become the buzzword of the decade. Investing in our customers. Upland Cimpl: Taking back control of technology expense management.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Anexa BPO

JANUARY 18, 2022

Heading into 2022, the world is still living with a global pandemic, and customer demands include seamless cross-channel experiences, convenience, comfort, and increased focus on Environmental, Social and Governance (ESG) values.

outsourcing 52

outsourcing Government Customer centricity Technology 52

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. Fortunately, technology is keeping up with these demands.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

Anexa BPO

APRIL 14, 2022

The growth in digital technology, however, proved to be the pandemic’s silver lining, and LMICs have taken the opportunity to improve their responses to infectious diseases and transform their primary healthcare systems through the use of digital tools. This is not an easy transition.

Healthcare 52

Healthcare Business Process Outsourcing outsourcing Chatbots 52

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

ProProfs Blog

DECEMBER 6, 2019

This is probably why so many businesses are opting to use the term customer support as opposed to using customer service. So, why does the term customer support has such an inclination from everyone? Maybe because it finds its origins in IT technologies. And this relation to technology evokes the impression of progress.

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

CX Journey

OCTOBER 28, 2014

Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. What is governance? According to BusinessDictionary.com , governance is the. And why do we need it?

Government 62

Government Accountability Customer centricity Coaching 62