C3Centricity

MARCH 21, 2024

So I decided to do just that with this post, but first a warning; customer understanding is being lost! However, those with over ten years experience showed slightly lower levels of churn (17.8% years, roughly on par with the rest of the C-suite (4.4 years, roughly on par with the rest of the C-suite (4.4

B2C 62

B2C B2B CX 62

Customer Think

JANUARY 30, 2024

For some businesses, customer experience has become more of a buzzword than an actionable value. The C-suite is committed to the concept of customer experience, but what about call center agents, the individuals on the front lines? Call center agents routinely […]

AI 52

AI Customer Experience Contact Center 52

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Well, you CAN!

Customer Experience 118

Customer Experience CX Sales 118

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Journey Map 97

Customer Journey Map Construction Touchpoint B2B 97

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Outlook 113

Outlook Innovation Omnichannel Education 113

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

AI 94

AI Engineering Business Growth Customer Acquisition 94

Shep Hyken

MAY 24, 2022

Bridging the Gap between Company Culture and Customer Service. Investing in Customer Service. He talks about getting leaders to invest in customer service. Top Takeaways: Why don’t all companies deliver a great customer experience? How do you convince the C-suite to invest in customer service?

Hospitality 65

Hospitality Hospitality Customer Service Customer Experience Management 65

Customer Think

NOVEMBER 16, 2022

A lack of executive engagement is one of the top digital customer challenges facing customer experience (CX) professionals. Without proper C-suite support, organizations are almost certainly unable to make the investments necessary for commensurate ROI. Focus on […].

CX 72

CX Customer Experience 72

Execs In The Know

MARCH 7, 2024

The landscape of financial services evolves constantly, with tech advancements redefining the word “possible” for an industry that has long struggled to fully leverage customer insights. When fueled by an organization’s own data, generative AI can uncover hidden patterns, predict customer trends, and optimize decision-making processes.

AI 111

AI Actionable Insights Innovation Compliance 111

Customer Think

DECEMBER 10, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. The Chief Moment Officer.

Customer Experience 64

Customer Experience 64

Customer Think

FEBRUARY 3, 2023

If you want your CX efforts to be taken seriously at budget time, in the C-Suite, or the Boardroom, you must be able to quantify in some way the value of improving the customer experience for your company. This is non-negotiable. If you can’t or at least don’t try to do that, in fact, you […]

CX 64

CX Customer Experience 64

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why?

CXM 62

CXM Touchpoint Start-ups CX 62

Customer Think

OCTOBER 31, 2023

Delivering impactful customer experience programming starts with making the business case for customer experience to executive leadership. The main driver for all this work is the C-Suite often believes their organization has […] This is a straightforward objective.

Education 59

Education CX Customer Experience 59

Experience Investigators

JANUARY 16, 2024

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier.

Customer Experience 52

Customer Experience Education CX Customer Feedback 52

Customer Bliss

DECEMBER 16, 2020

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . Deliver a One-Company Experience.

Customer Experience 122

Customer Experience CX Customer Service 122

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Finance 91

Finance Customer Retention Sales Technology 91

ClearAction

MAY 26, 2023

Customer Insights Shape Your Firm’s Growth Curve Lynn Hunsaker Customer insights have so much more potential to shape everything in your enterprise. Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. You are collectors of customer insights. ” Wow!

VOC 62

VOC Data Mining CX Voice of the Customer 62

The DiJulius Group

AUGUST 19, 2020

Feature Article You Will Never Out-Sell High Customer Attrition By John DiJulius, Chief Revolution Officer There is only one thing that I care more about professionally than customer experience and that is the return on experience (ROX). Read Full Article. Read Full Article.

Customer Experience 93

Customer Experience 93

Customer Bliss

MAY 3, 2018

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa.

Customer Experience 59

Customer Experience Government NPS Engineering 59

PeopleMetrics

DECEMBER 1, 2021

In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers.

VOC 118

VOC B2C B2B CX 118

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. Employee Experience Trickles Down to Customers. Make it right the first time.

Government 56

Government Customer Loyalty Customer Experience Customer Service 56

Shep Hyken

AUGUST 30, 2022

Where Sales and Customer Service Meet. He talks about how sales and customer service is changing and how organizations, from the frontlines to the C-suite, can adapt. However, those selling efforts are changing; one of the changes is that sales and customer service are increasingly intertwined. They want to buy.

Sales 61

Sales Customer Service Customer Expectations CX 61

Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Customer Bliss

OCTOBER 17, 2018

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO. Unite the C-Suite in Their Commitment and Accountability.

CX 52

CX CX Transformation Gaming Start-ups 52

Beyond Philosophy

DECEMBER 14, 2018

It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? What will happen next is that CEO’s and the C-Suite will start to remove their support for these changes.

Customer Experience 114

Customer Experience 114

Customer Bliss

MARCH 12, 2020

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about.

CX 115

CX Customer Experience Sales 115

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. Ideas also get trendy.

Customer Experience 152

Customer Experience Artificial Intelligence Gambling AI 152

Shep Hyken

JUNE 14, 2022

Building the Future of Service for the Next Generation of Customers. Trends That Will Affect Customer Service and Customer Experience. Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and consulting firm.

AI 57

AI Innovation Business Growth Customer Service 57

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. What Does a Chief Customer Officer Do? Let’s explore.

Start-ups 123

Start-ups Customer Relationship Education Customer Retention 123

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Determine What Your Customers Value and What Makes Them Happy. Take on the responsibility to talk to customers and provide them with a sense of trust.

Customer Journey Map 78

Customer Journey Map B2B Start-ups Customer Experience 78

Execs In The Know

OCTOBER 14, 2021

Every aspect of its operations — from sales and marketing to customer service to accounting — should be built on a digital framework. It’s not just offering an online store; it’s building the whole customer experience around digital engagement. Digital Delivers a Better Customer Experience. None of this is new.

CX 98

CX Customer Loyalty Retail Start-ups 98

Customer Bliss

AUGUST 28, 2020

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs.

Customer Journey Map 129

Customer Journey Map Start-ups Customer Retention Innovation 129

Shep Hyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. The company’s leadership needs to be aligned with its customer experience goals.

Legal 104

Legal Healthcare Innovation Customer Experience 104

Shep Hyken

JUNE 22, 2021

Investing in the Customer Experience. Looking at Business through the Eyes of the Customer . They discuss how businesses should invest in delivering a WOW customer experience. Top Takeaways: Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer.

B2B 84

B2B Technology Technology Customer Experience 84

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. 2) The high cost of acquiring new customers has only increased during the pandemic.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

ECXO

OCTOBER 5, 2023

Explore These Amazing Learning Opportunities for Your Organization.​ The best training in the world of Customer Experience is now available at ECXO. Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge.

Education 52

Education Government CX B2B 52

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Faster payments : increased trust and value, less burden on customers. Now is the time to embrace Experience Leadership as your primary focus. Excellence?

CXM 62

CXM Non-Profits Invoicing Touchpoint 62