Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Flavio Martins is the EVP of Operations and EVP of Customer Support at DigiCert, Inc.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience 97

Customer Experience B2B Management B2C 97

Nicereply

FEBRUARY 25, 2020

Customers don’t like repeating themselves, and they don’t like providing information that you should already have available. Identify where customer data is not being used effectively. Depending on who your customers are and what your business model is, it might make sense to include phone support in your 2020 customer support plan.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

Lumoa

APRIL 24, 2018

I would NEVER rely on NPS as the only measurement of customer perception." Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Tracking feedback of any kind helps leaders recognize when things are going well and when they are not. Peter Lavers Customer Experience and CRM Expert.

Consulting 126

Consulting Consulting Metrics Feedback 126

Customer Guru

MARCH 7, 2018

A testimony to this is a recently held DCAT event in New York, where each and every one of our key customers said that CX is the key differentiator for Piramal. Customers found that the way we follow up with them is immensely valuable. The customers valued this very much. I think they are just the same. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Horizon CX

DECEMBER 27, 2019

The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX. 85% of respondents have targeted B2B clients for their Surveys (54% B2B only; 31% both B2B and B2C).

B2B 52

B2B B2C Surveys Metrics 52

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . I have worked with different software companies that have more of a B2C feel to them that have very vibrant Facebook communities and it’s awesome. So, that’s answer number one.

Chief Customer Officer 52

Chief Customer Officer Education B2C B2B 52