Chip Bell

OCTOBER 23, 2018

I was invited, along with a dozen customer experience gurus, to spend a day with Comcast leadership in their brand-new, just-opened Comcast Technology Center in Philly. The day began with a write-it-down line from one of their top technology people, “I never knew I always wanted this.” Now, for the backstory.

Customer Experience 67

Customer Experience Customer-Centric Organization Technology Technology 67

Beyond Philosophy

JANUARY 26, 2015

If we do, we can continue to protect the technologies that have unleashed untold opportunities for people around the globe. If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law! This is a law for the “non-Customer centric” organizations.

CEM 102

CEM Customer-Centric Organization Government Customer Satisfaction 102

Totango

NOVEMBER 22, 2017

Customer Success Summit 2018 will not only cover the basics – best practices for onboarding, creating a robust customer health model, and implementing the right playbooks – but also delve into advanced learning and new technologies to enable a more effective and mature customer centric organization.

Machine Learning 48

Machine Learning Customer-Centric Organization Innovation AI 48

SurveySensum

SEPTEMBER 14, 2020

They are now struggling with the funds, technology, and resources to drive a successful digital CX transformation. Their biggest challenge is to keep up with the existing customer base. Because if they don’t serve their customers’ strict needs, there is a high probability of churn. Train them on new technologies.

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Retail 97

Retail Customer-Centric Organization Construction Innovation 97

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.

Innovation 54

Innovation ML Customer-Centric Organization Start-ups 54

PeopleMetrics

APRIL 4, 2017

Failure isn’t fun: when valuable customers are unhappy; or if the people, data, processes and technologies that help you design and deliver those experiences don’t work as well as they should; or the myriad other ways that things can go wrong. It’s time to begin the process of learning from your failures.

Gaming 94

Gaming Voice of the Customer Innovation Customer-Centric Organization 94

Qualtrics

NOVEMBER 16, 2021

We knew we wanted our customer experience to be quick and easy, and enabled by technology. Enabled by insight into what people wanted, we could build our customer journeys to address these needs.” With real-time access to customer feedback, our team can immediately close the loop with customers.

Customer Experience 26

Customer Experience Close the Loop Scorecard Customer-Centric Organization 26

Qualtrics

MAY 30, 2019

Use geolocation technology to personalize based on location. The best customer-centric organizations start at the top. CX and company leaders must model the importance of customer-centricity and let it trickle down to employees. Offer recommendations based on past purchases. Adopt a top-down approach.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

PeopleMetrics

AUGUST 4, 2014

It’s a two-step process: Every year, we use our Voice of the Customer client feedback software and technology to pick out the clients that have received the highest rate of Recognize alerts (read more about a closed-loop system and action alerts here). Become More Customer-Centric Today.

Customer-Centric Organization 48

Customer-Centric Organization Customer Feedback Voice of the Customer Customer Experience 48

CX Journey

APRIL 3, 2019

And, especially, some investments – financial, human, time, resources, technology, and more. What is customer understanding?

Customer-Centric Organization 60

Customer-Centric Organization Customer Feedback Customer Expectations Touchpoint 60

SugarCRM

OCTOBER 4, 2022

But while we may be talking about a cybersecurity company, the main topic on Bret’s mind was customer experience and building a customer acquisition strategy. It All Starts with Putting The Customer First. The challenge comes in when it’s time to organize and put together the team to build the solution.

Customer Acquisition 49

Customer Acquisition Start-ups Innovation Customer-Centric Organization 49

CX Journey

APRIL 3, 2019

And, especially, some investments – financial, human, time, resources, technology, and more. What is customer understanding?

Customer-Centric Organization 32

Customer-Centric Organization Customer Feedback Customer Expectations Touchpoint 32

Qualtrics

FEBRUARY 1, 2019

Case in point: 59% of customers say companies need cutting-edge digital experiences to keep their business. The rise of the customer-centric organization. Customers expect that every touchpoint will be consistent and enabled with data about them, their company, and their needs.

Innovation 20

Innovation Machine Learning Customer-Centric Organization NPS 20

Lumoa

JANUARY 23, 2018

Machine learning technologies can detect the degree of sentiment as well: if someone hates your product, the negative sentiment is stronger than if he just dislikes it. Similarly, if someone loves your customer service personnel, the positive sentiment is stronger than if they just feel it’s good.

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

Aquire

NOVEMBER 17, 2021

Provide superior customer service 6. Be a customer-centric organization 9. Survey customers properly. Create a customer loyalty program. Loyal customers should be rewarded appropriately for being long-term advocates of your brand. Provide superior customer service. Let’s get started.

Social Media 97

Social Media Customer-Centric Organization E-commerce Customer Loyalty 97

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

SurveySensum

MAY 2, 2024

Integrating feedback loops across all functions, from product development to employee training, creates a customer-centric organization that thrives in the long run. This is the future of closing the loop: technology-powered real-time responsiveness. Empower Your Customer Service Now, it’s your turn.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Beyond Philosophy

OCTOBER 4, 2019

However, not everyone with a new technology product does a good job communicating what their new features do. The technology required education, and TiVo didn’t provide it. Colin Shaw, global leader in Customer Experience and conference speaker, can inform and entertain your next conference audience.

Social Media 25

Social Media Education Start-ups Entertainment 25

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. Organizations using Value-ology grow faster.

Non-Profits 137

Non-Profits Customer-Centric Organization Sales Start-ups 137

Zendesk

DECEMBER 1, 2020

Digital transformation and customer experience. Digital transformation (DX) is an ongoing journey of using digital technology and digital strategy to fundamentally change an organization’s customer experience, business and operating processes, or culture. Technology. Know thy customer. Learn more.

AI 98

AI Technology Technology Artificial Intelligence 98

CX Journey

FEBRUARY 7, 2019

Understanding a particular customer experience (what went wrong or well) can be useful to inform business decisions, however, it cannot be generalized for an entire group of buyers. Customer needs and interactions with brands are changing as well as their expectations as technology advances. Documented one time.

Customer-Centric Organization 43

Customer-Centric Organization Construction Touchpoint CX 43

Comm100

APRIL 25, 2019

Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. consistently serve customers in their preferred channel – even with access to unprecedented technology and a host of customer experience tools at their disposal.

Omnichannel 46

Omnichannel Customer Experience Start-ups Customer-Centric Organization 46

Comm100

APRIL 25, 2019

Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. consistently serve customers in their preferred channel – even with access to unprecedented technology and a host of customer experience tools at their disposal.

Omnichannel 40

Omnichannel Customer Experience Start-ups Customer-Centric Organization 40

Beyond Philosophy

DECEMBER 21, 2023

To summarize, most people think AI will be a great enhancement to the market research industry, and no one group has a majority opinion on what that means for customer insight or market research jobs. If we look back, technology rolls like a wave through a lot of industries. I’m sure organizations feel the same way as I do.

Unstructured Data 88

Unstructured Data AI Customer-Centric Organization Gaming 88

SurveySensum

APRIL 7, 2023

In the end, building a customer-centric culture requires a deep understanding of the customer’s needs and wants and a commitment to delivering a positive customer experience. #9 After all the long theories and explanations, the final question is — ‘How do you gauge the success of your customer-centric culture?

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Customer Feedback 52