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Why Survival Mode Kills The Customer Experience

CX Accelerator

Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. 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. Karin was named on Inc.'s

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Why Survival Mode Kills The Customer Experience

CX Accelerator

Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. From authoring and leading a client success program, to journey mapping, to implementing gamification strategies, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Karin was named on Inc.'s

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We’re Losing Customers, Even When We Don’t Talk About It

Clarabridge

In any customer journey mapping initiative, there’s likely to be some debate over how to define the different phases a customer goes through in their journey. You might never find a customer journey map missing the buying phase, but there is one critical area missing far too often—when you are losing customers.

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We’re Losing Customers, Even When We Don’t Talk About It

Clarabridge

In any customer journey mapping initiative, there’s likely to be some debate over how to define the different phases a customer goes through in their journey. You might never find a customer journey map missing the buying phase, but there is one critical area missing far too often—when you are losing customers.

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You Bought into Customer Engagement as a Business Strategy. Now What?

Verint

The place to start is the customer journey. You can do this with customer journey maps. You will need a map for each major reason consumers contact your company. They work just as well with data and voice communications and are equally accessible from wired and wireless devices.

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Advance from Personalization to Customer Journey Orchestration

Pointillist

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. The Bottom Line Effective journey orchestration also impacts key business outcomes, such as retention and revenue.

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Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Samsung Card, LG Capital, and many more. Our favorite content from Ian : Customer Journey Mapping – are ‘static’ maps a waste of time and money? Jake Perez.