Interactions

SEPTEMBER 13, 2024

Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​. Patrick Smith – Head of Consumer and Business Banking at Santander Bank Patrick Smith is a proven leader in digital and customer service strategy.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

JustCall

MARCH 8, 2023

Blake Morgan Customer Experience Futurist, Keynote Speaker, Author, Consultant Blake Morgan is a renowned customer experience leader and a prominent industry voice with over 15 years of experience studying customer experience. Gain insights into successful customer-focused strategies through their stories and experiences.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Another challenge for customer experience teams is figuring out how to move forward and build momentum after they’ve created their first customer journey map.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

CSM Magazine

FEBRUARY 4, 2021

With an expanded consumer choice, customers no longer base their loyalty on price or product alone. In fact, 86% of buyers are willing to pay more for a great customer experience. While, 96% of customers say customer service is important in their choice of loyalty to a brand. For more information, visit: [link].

Chief Customer Officer 52

Chief Customer Officer Journey mapping Customer centricity Technology 52

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. Share this page on: Tweet.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

Lumoa

JANUARY 19, 2023

We’ll walk you through the key steps to building a successful customer experience department in this guide. We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. It’s hard work, we know!

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

CSM Magazine

DECEMBER 20, 2016

Many important aspects of customer experience have deeply technological implications that cannot be managed by ‘analog’ methods any longer, such as customer segmentation, journey mapping, content personalization, satisfaction scoring, analytics, and one-silo customer data management that underpins it all.

Customer Experience 40

Customer Experience Chief Customer Officer Government Journey mapping 40

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Management 52

Management Upselling Accountability Chief Customer Officer 52

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. 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.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

Customer Guru

DECEMBER 13, 2017

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