CX Journey

FEBRUARY 5, 2015

. #1 Customer Experience will become the major differentiator In the news: According to Deloitte , 82% of brands perceive customer experience as a competitive differentiator. By 2016, 89% of companies surveyed by Gartner plan to compete primarily on the basis of customer experience. And this number is only rising.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. A – Attainable.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How Startups Can Connect Customer Experience to Growth by John White. What were your favorite articles from 2016? Just drop a comment below.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. When choosing new technology look at the impact it will have (backed up by metrics), frequency of use and applicability (the range of uses it will have).

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

Eptica

MAY 30, 2018

Research from both sides of the Atlantic provides clear evidence of the link between superior CX and company success: - A $100 investment in 2000 into a portfolio of the top brands in the American Customer Satisfaction Index provided a return of over $760 by the end of 2016. This will rise to 81% in just two years.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

CSM Magazine

DECEMBER 20, 2016

In 2016, the questions of ownership and business impact of customer experience management are still open. Many agree that the success of any corporate undertaking in customer experience heavily depends on whether CEOs and other key decision makers (can be board members or other) buy into it. Who should own customer experience?

Customer Experience 40

Customer Experience Chief Customer Officer Government Journey mapping 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56