customer experience

October 28, 2018

Customer 360, Dreamforce 2018, The Langoliers, and a Wish

OK, weird title – but stay with me, promise it gets better and it is a great point on data use.
 
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Esteban Kolsky, customer 360, customer experience, customer data
October 10, 2018

NPS: How to start small and get quick results

If you’re (re)starting a Net Promoter program, you might be taking the first steps of a journey that will profoundly impact your organisation. And your career. 

NPS is still the most practical, effective and actionable approach to a great customer experience — which is one of the most effective paths to profit for any business.

Unfortunately, more than two-thirds of CX initiatives fail, according to CustomerThink. 

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NPS as a service, NPS, customer service, customer experience, Stefan Kolle
October 7, 2018

Customer Experience and Customer Service: What's the Difference?

It's that time of year again...
 
This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion!
 
I've written about the differences before:
 
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Annette Franz (Gleneicki), customer experience, customer service, CX
September 26, 2018

Straight from the Horse's Mouth

I originally wrote today's post for CallidusCloud. It appeared on their blog on March 22, 2018.
 
Naysayers have been shouting "Surveys are dead!" from rooftops for a couple of years now. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem.
 
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employee experience, customer experience, Voice of Employee, Voice of Customer, Annette Franz (Gleneicki)
September 11, 2018

Three Pitfalls to Avoid with Artificial Intelligence in Customer Service

A few weeks ago, I did a webinar on using AI in customer service with my friends at ServiceNow.   It was very well received, and since then I got some questions about the content.   There was one slide that was the most di
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Esteban Kolsky, AI, customer experience, customer service
August 22, 2018

Telling Your Customer Stories through Journey Maps

Do you know the power of storytelling? And do you use it in your customer experience transformation efforts? 
 
Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could.
 
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Annette Franz (Gleneicki), journey mapping, customer experience, customer service, storytelling
August 22, 2018

Optimize Your Customer Journey

Did you know that data is a critical component of your journey maps?

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Annette Franz (Gleneicki), customer experience, customer service, journey mapping, customer journey
August 13, 2018

Amplify Your Transformation with CX Champions - Part 2

This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. 
 
If you missed Part 1, see it here.
 
I'll dive right in with more details about your CX Champions team.
 
How often does the CX Champions team meet?
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Annette Franz (Gleneicki), customer experience, champions, transformation, governance, customer centricity
August 13, 2018

Amplify Your Transformation with CX Champions - Part 1

In this two-part series, I'll  outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. 
 
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Annette Franz (Gleneicki), customer experience, champions, transformation, governance
July 9, 2018

The Continuum of Data-Driven Success

I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017.
 
Data is just data until you do something with it, right?!
 
That statement has plagued companies for a long time. For a variety of reasons, not the least of which is that they just don’t know what to do with the data.
 
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customer data, Annette Franz (Gleneicki), customer experience, customer analytics
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