Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

CX Global Media

DECEMBER 28, 2017

He mentioned that in over 25 years of consulting, he learned, that we are pathetic at change. He’d put people through workshops and help them individually learn the skills of change but they get back to the organization or get back to the team and they’re not changing and so their motivation runs out.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ijgolding

OCTOBER 6, 2014

What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week. Whether it makes you laugh, cry or feel pity for me, I genuinely hope that my diary provides a useful insight into my work in helping organisations to become more customer centric.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Foster a culture of customer-centricity throughout the organization.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Outsource Consultants

MARCH 4, 2025

Manila call centers are at the forefront of global customer service operations. At Outsource Consultants, we’ve seen firsthand how Manila call center efficiency can help drive remarkable efficiency gains through strategic improvements. This approach led to a 15% increase in customer satisfaction scores within three months.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

360Connext

FEBRUARY 12, 2018

I’ve seen really exciting ways to weave learning into the very DNA of customer-centric organizations. In fact, offering education to customers and employees is a direct way you can influence the customer experience. And everyone should have the options to choose learning paths that work for them as individuals.

Education 88

Education Healthcare Scripts Customer centricity 88

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. Why did you give that score?

Consulting 126

Consulting Consulting Metrics Feedback 126

C Space

OCTOBER 8, 2021

ATB Financial won the Customer Relationships Award which is given to a project or program that combines insight and relationship design to drive a customer-centric outcome. ATB overhauled its mobile and web banking to provide customer-centric solutions. C Space is a part of the Interbrand Group.

Banking 69

Banking Customer centricity Consulting Consulting 69

ClearAction

OCTOBER 10, 2017

.” My commentary: A roadshow is a great way to build shared interpretations of customer insights. Cross-functional action planning workshops are one of the most powerful things you can do to inject customer-centricity into your culture, and simultaneously broker significant changes that your whole customer base will reward.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company. Discover what performance coaching is and why your CX team could use it.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. .

Metrics 109

Metrics Journey mapping Surveys Coaching 109

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Also according to the CMO Council, it is found that 14% of marketers believe that customer-centricity is the trademark of their companies. Link: [link].

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

ClearAction

OCTOBER 2, 2017

13) Root Cause Analysis : asking “why” 5 times about the reasons your company causes a symptom observed by customers is the surest path to preventing recurrence of the symptom. 14) SIPOC / COPIS : Suppliers create Inputs to your Process which produces Outputs that Customers experience.

Customer Experience 78

Customer Experience Journey mapping Customer centricity Coaching 78

CSM Practice

SEPTEMBER 15, 2019

Ensuring customer success will require turning the entire business around to be customer-centric. Regardless of company size, the customer-friendly mindset must be spread across all departments as it is crucial to customer retention and long-term relationships. 3) Workshops.

Accountability 45

Accountability Consulting Consulting Upselling 45

CX Journey

SEPTEMBER 8, 2016

Take a look at major tasks that you want to map, conduct mapping workshops, talk to employees about the steps they go through to do each task, and identify key moments of truth. I conducted an employee journey mapping workshop for a small retailer. I'm glad they stayed as long as they did.

Journey mapping 49

Journey mapping Customer Experience Airlines Surveys 49

GetFeedback

DECEMBER 2, 2019

Losing that 3% of customers who spend 15% more than other customers may mean millions of dollars in many industries. You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. Understand and track your CSAT score .

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

ClearAction

DECEMBER 31, 2017

If not, show them how to revise their job description (or department charter) in terms of “why are customers funding this?”. When everyone is viewing their work in the context of why customers care enough to fund it, hearts and minds will get in-sync with customers. (3) What is Customer Experience Value Creation? (4-point

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

NobelBiz

JULY 31, 2023

Say goodbye to frustration and hello to seamless communication that keeps customers coming back. Join us as we unravel the power of call queuing and embrace the future of customer-centric excellence. This system ensures that no call goes unanswered and customers are directed to the most suitable agent available.

Wait times 52

Wait times Telecommunications Call Center CRM 52

Natalie Petouhof

AUGUST 15, 2022

To guide an entire organization through a customer-centric transformation…well, like they say, a picture is worth a thousand words, and this is the picture that scenario brings to mind: Change management is where most CX programs falter, because they fail to follow a deliberate change management process. Build the desire for change.

Scripts 52

Scripts Banking Customer centricity Chatbots 52

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Enhancing Customer Experience through Real-Time Monitoring In a customer-centric world, satisfaction is king.

Call Center 52

Call Center Coaching Contact Center Metrics 52

ClearAction

JULY 23, 2023

B2B firms often have dedicated sales teams who pursue strong relationships with customers. They may have already discovered customers’ intended outcomes as part of their outcomes-based selling and consultative selling approaches. That in itself may be part of your B2B customer experience governance charter.

Government 62

Government B2B Customer Experience Enterprise 62

The Petrova Experience

NOVEMBER 1, 2022

This includes consulting on how to design the culture-driven office and how to create and maintain spaces and experiences for highly effective, purpose-driven teams. Organizational culture is not a one-off workshop, or an inspiring presentation. But that culture itself needs to be sustained. It is not a set of motivational words.

Surveys 52

Surveys Consulting Consulting Government 52

NobelBiz

JUNE 5, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz By leveraging data-driven insights, employing skilled agents, and utilizing advanced technology, agents can tailor their approach, messaging, and offers, creating meaningful connections that resonate with individuals on a personal level.

Call Center 52

Call Center Scripts CRM Contact Center 52

SmartKarrot

JUNE 11, 2021

In this list, you set a rundown of some stellar customer success certification so you can choose which is right for you. Best Customer Success Certifications 2021. SuccessHacker Certifications and Training Workshops. The course is led by trainers who have 60+ years of combined experience in the customer success space.

SaaS 22

SaaS Best practices Accountability Education 22

NobelBiz

JUNE 26, 2023

For instance, a call center may still be using a basic automatic call distributor (ACD) that merely routes calls to available agents, without considering factors such as the agent’s skills or the customer’s history with the company. NobelBiz offers free consultation sessions to help you put things into perspective.

Call Center 52

Call Center Interactive Voice Response call center software Contact Center 52

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

SmartKarrot

FEBRUARY 15, 2022

Following him would help customer-facing executives offer contextual support, which is critical for a better customer experience. Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Adrian Swinscoe. Annette Franz. Bruce Temkin.

Customer Service 10

Customer Service Customer centricity Consulting Consulting 10

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

SmartKarrot

FEBRUARY 3, 2021

Collaborate with Consulting, Support and Engineering teams through proactive engagement on product and support related issues. Be a Customer Success Champion to evangelize customer-centricity within Camunda, thereby increasing retention outcomes, customer experience and loyalty.

SaaS 10

SaaS Customer centricity Engineering Consulting 10

SmartKarrot

MAY 28, 2021

It is calculated by the CES Index which measures value by asking customers to vote how easy it was to work or be associated with you. Ensuring customer success will mean that the entire company should be tuned to be customer centric. This type of a mindset shift will cause customer retention and long-term relationships.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

JANUARY 11, 2021

Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Drive activation and retention of customers at all times. Ensure client expectations are exceeded!

Upselling 10

Upselling Benchmark Customer centricity Education 10

CSM Magazine

MARCH 7, 2025

Why Customer Service Design Innovation Matters Customer service is no longer just about solving problems; its about building relationships, retaining customers, and establishing trust. Special Initiatives: Tailored benefits, including workshops and consultations, support winners in market positioning and innovation refinement.

Contact Center 52

Contact Center Sales Customer Service contact center solutions 52