Customer Guru

DECEMBER 13, 2017

Source: Oracle Global CX Study, 2013. Mapping the customers for each department gives a clear view of how the department’s work impacts the customer experience of the end customer, who is most likely being served by the sales and account management department. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Taylor Reach Group

JULY 6, 2018

Previously, we discussed statistics related to the organization and customer journey mapping. million complaints logged in 2013. (NY Over the past few weeks, we have be posting a series related to Contact Center industry statistics. as well as statistics related to the various Contact Center channels.

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

The Petrova Experience

OCTOBER 12, 2021

Of course, it does not help that the field carries its own terminologies like journey mapping, user experience, and service design. Additionally, service design drives the organizational ownership and accountability that transform a journey map into an actual customer experience. All this can make newcomers feel excluded.

Customer Experience 45

Customer Experience Journey mapping Airlines Government 45

ClearAction

DECEMBER 31, 2015

We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.'” ” B-to-B Customer Journey Maps: New Wisdom. By looking at things from an end-to-end perspective, we have more context and insight that gives us credibility to drive cultural transformation.

Customer Experience 54

Customer Experience B2B B2C Journey mapping 54

ijgolding

MAY 5, 2017

Founded by Jo Van Riemsdijk and Kate Baird in 2013, we provide consultancy and recruitment to a broad spectrum of sectors including financial services, utilities, airlines, publishing, health & wellness, education and facilities management.

Journey mapping 57

Journey mapping Airlines Education Feedback 57

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Customer Journey Maps. Ian Golding suggests that companies need not only to create customer journey maps, but to manage customer journeys.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Horizon CX

DECEMBER 31, 2018

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point. We just need to become more reasonable. What’s fundamentally changed there?

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

CustomerSuccessBox

JUNE 8, 2022

She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. But the days where you set up customer success to fight churn, you know, that’s just so 2013. Irit Ezips is the Chief Customer Officer and CEO at CSM Practice.

Management 52

Management Upselling Accountability Chief Customer Officer 52

Pointillist

AUGUST 18, 2021

Dan Gingiss: Yeah, a thing I would add here, and I really liked what Ian said about how the journey map is not the destination. The thing that I would add though is that chances are your company doesn’t just have one journey map, because you don’t just have one type of customer.

Education 40

Education Metrics Marketing Journey mapping 40

SmartKarrot

MARCH 8, 2022

Annette Franz is the Founder and CEO of CX Journey Inc. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Hence, it’s no wonder that she has been continually voted the top Customer Success strategist since 2013.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

JANUARY 18, 2022

Found by Manohar Chapalamadugu in 2013, Agile CRM is an Indian SaaS company known for its sales and marketing solutions designed for SMBs. CloudCherry’s Customer Delight Meter charts each phase of the customer journey and collects data at each point to quantify consumer satisfaction with their experience.

SaaS 11

SaaS Finance CRM Analytics 11