Experience Investigators

APRIL 25, 2023

You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. Organizational culture is usually defined and communicated by founders and leaders, but it is also shaped and changed by employees. “We believe in a customer-centric culture!” “Our Sound familiar?

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

Intercom, Inc.

MARCH 11, 2021

Later is an Instagram marketing platform that allows users to be more strategic about how they plan, publish, and report on their social media content. But with customer expectations at an all-time high, it’s no longer good enough to simply react: you need to be able to spot patterns and proactively anticipate your customers’ needs.

B2C 118

B2C B2B Social Media Start-ups 118

Customer Bliss

JANUARY 25, 2018

Is your company customer obsessed? Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. If not, it should be! Clarifying the Customer Experience to be Customer Obsessed.

Pharmaceutical 70

Pharmaceutical CX VOC Start-ups 70

Customer Bliss

AUGUST 23, 2018

Like many other companies we’ve seen, c2c didn’t have a holistic CX approach, they just had a small reactive team who handled customer relations and problems. 5 Steps to CX Management in the First 3 Months of Your Leadership Role. How did he spend the first 3 months in this position?

Transportation 51

Transportation CX Hospitality Hospitality 51

Customer Bliss

JULY 12, 2016

Welcome to Episode 13 of my podcast. (It’s In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. If you want a road map towards embedding customer experience in your own organization, this is a good listen. . Episode Overview.

Customer Experience 0

Customer Experience Retail Customer Journey Map Social Media 0

Customer Bliss

MARCH 1, 2018

Still relatively new to his role at Cedars-Sinai, Alan walks us through the steps he took to define his position and lead a patient experience transformation throughout the hospital. As many of my other podcast guests have mentioned, this is an important part of the process. When hired, it was up to Alan to define the role.

Hospitality 61

Hospitality Hospitality Business Administration Healthcare 61

Beyond Philosophy

SEPTEMBER 15, 2022

What we discovered became a book, and we had the author on as a guest in a recent podcast. The data came from our Emotional Signature product , which is research that measures the emotional engagement you have with your customers. Therefore, your research findings will not reflect their importance if you neglect to ask about emotions.

Gaming 15

Gaming Customer Journey Map Finance Healthcare 15

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Experience Investigators

JANUARY 10, 2023

Overall, customer experience is no longer just talk at your organization. Customer experience (CX) is seen as not just a department or idea, but the WAY you do business. . Customer experience (CX) is seen as not just a department or idea, but the WAY you do business. . What did that plan look like? How did this happen?

Customer Journey Map 52

Customer Journey Map Customer Experience Close the Loop CX 52