In episode #123 of The CXChronicles Podcast we welcomed Lee Roquet, Chief Customer Officer at Yellowfin based in Melbourne, Australia & offices across the world. Yellowfin is a global Business Intelligence (BI) and analytics platform dedicated to enabling product managers to improve their application's analytical experiences with embedded BI, solving real enterprise analytics challenges, and helping business people understand not only what happened, but why it happened. Founded in 2003 in response to the complexity and costs associated with implementing…
Read MoreAdrian Brady Cesana
122: CXChronicles Podcast Episode 122 with Chris Hull, Chief Product Officer at Otus
In episode #122 of The CXChronicles Podcast we welcomed Chris Hull, Chief Product Officer at Otus in Chicago, IL. The all-in-one K-12 learning platform to teach, grade, analyze, and plan. With Learning Management, Assessment, and Data in one place, educators and families can communicate with each other easily, reducing the chaos of multiple platforms. Episode #122 Highlight Reel:1.) How Chris and his founding team came to build Otus 2.) Learning about our education system 3.) Injecting technology into the classroom…
Read More121: CXChronicles Podcast Episode 121 with Brandon Dufour, CEO The Next Street
In episode #121 of The CXChronicles Podcast we welcomed Brandon Dufour, CEO at The Next Street based in Watertown, CT. Getting a driver's license is a big deal. It shouldn't be a big hassle. The Next Street makes it easy. They are the national leader in driver's education. Brandon's company celebrates employees, invests in employee happiness inside and outside of work and gives their team the tools they need to be the best versions of themselves. The Next Street was…
Read MoreCustomer Success Managers On The Rise
When a business buyer makes an initial purchase from a seller, it’s only the start of the value exchange between the two. Most of the mutual value accrues over time as the customer benefits and both continues and expands purchasing. Consequently, more companies are shifting responsibility for ongoing customer care and growth from an account manager to a customer success manager (CSM). The CSM title was almost unheard of a decade ago. But, in a 2019 survey of high-tech companies…
Read MoreWhere Does Your CX Team Fall In Your Organizational Chart?
Instead of only talking about reporting structure, these 10 questions can help design the role today for the successes of tomorrow. As in any leadership role in an organization, having defined job responsibilities (check out the CXPA Guide to Job Descriptions); clearly defined objectives that are SMART ( specific, measurable, attainable, relevant, and time-bound) and the support of colleagues and leaders across the organization to achieve real change are imperatives to ensuring the success of CX professional. The sad truth…
Read More120: CXChronicles Podcast Episode 120 with Paul Rutter Cruise & Entertainment Director @ Royal Caribbean
In episode #120 of The CXChronicles Podcast we welcomed Paul Rutter, Founder & CEO of Smooth Sailing Communication & Cruise & Entertainment Director at Royal Caribbean, one of the world's largest cruise line operators! After spending 25+ years in the hospitality industry, Paul has discovered how to go beyond a “perfect” customer experience. Being on the high seas has taught him that through approaching customer service with the intent to exceed his customer’s expectations, rather than just meet them, higher…
Read MoreTop CX Stats To Know To Help Increase Your Customer Retention
No matter your industry or what your business is selling, without its customers, it would go under – fast. Once you have a solid customer base, it’s crucial that you create the necessary steps for a strong customer retention strategy that will help you build loyal customers, so you’re able to keep them around for the long haul. Doing so is easier said than done, as creating the necessary momentum needed for brand advocates takes hard work. You need more than just…
Read MoreCX Metrics Critical For Success
Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated. But the pandemic has forced individuals and companies to rapidly change how they live and work, and leading organizations are reorienting their customer experience efforts to better meet their customer’s needs. The shift in priorities naturally calls for a realignment on how success is measured. According to a recent survey of enterprise contact center leaders across various industries, these are the…
Read More119: CXChronicles Podcast Episode 119 with Dr. Daryl Connolly, MD
In episode #119 of The CXChronicles Podcast we welcomed Dr. Daryl Connolly, MD working as a Pulmonologist at the Geisinger Wyoming Valley Medical Center based in Wilkes-Barre, PA. Dr. Connolly is a board-certified and fellowship-trained specialist in pulmonary and critical care medicine. He attended Saba University School of Medicine, where he earned his medical degree. He completed his residency at Bridgeport Hospital. Dr. Connolly completed his pulmonary fellowship at Norwalk Hospital and his critical care fellowship at Yale-New Haven Hospital…
Read MoreTracking Basic CX Metrics & KPIs
You can’t improve if you don’t measure. In most areas of a business, measuring KPIs is crucial to understanding what’s working and what isn’t. Initiatives come and go based on how well they perform against expectations. However, customer experience initiatives seem to sometimes escape measurement. It’s not without reason. Sales figures are relatively cut-and-dried while things like customer feedback and satisfaction are highly qualitative. Nonetheless, if your company wants to create a better customer experience, you must designate and track customer experience…
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