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

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

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

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. Learn More.

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

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. By putting customer needs first, companies expect that agents will feel the outcome of this investment as well.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42