“The whole system is established toward making sure we win the game instead of being champions at the end of the season, and that’s where Support comes in. Support makes you the champion at the end of the season.”
8 min read
Recap: Powering Amazing CX With Support Culture & Technology With Matthew Caron
Topics: Customer Support Customer Experience
7 min read
Recap: Building a CX Program From Scratch with Jim Jones
“I believe CX can be a department and be responsible for the plumbing and the wiring, but it also needs to be baked into every team.”
8 min read
Recap: The Customer Voice Chain of Custody
Organizations that seek to leverage Voice of Customer (“VoC”) for a better customer experience often face a paradox — striving for company-wide ownership can diminish accountability as teams continue working toward their individual KPIs. Still, without whole-company ownership, meaningful action is rarely taken. Our panelists, Zach Bouzan-Kaloustian, VP Member Experience at Wild Alaskan, Rossana Parrotta, Customer Success Executive at Cisco, and James Varughese, Senior CX Specialist at Intuit, offered valuable insight on taking individual ownership of the customer voice, inspiring cross-functional ownership, and tailoring your approach to VoC to meet you where you are.
Topics: Customer Success Customer Support Customer Experience Voice of Customer
7 min read
Recap: Building for the Real Customer Experience
47% of CX leaders believe it’s only getting harder to please customers. One potential reason for this is that organizations don’t see the same version of the customer experience that their customers see. CX organizations are working harder than ever to build offerings and processes that reflect the actual customer experience rather than their assumptions. However, this is easier said than done.
We discussed this dynamic with a panel of Customer Experience and Success leaders to understand what it takes to build for the real customer experience. Our panel featured Sarah Bierenbaum, Founder of Sarah B Consulting, Chad Horenfeldt, Director of Customer Success at Kustomer, and Leslie Reyes, Founder of Road Warriors Consulting. Here are three key takeaways from the discussion:
Topics: Customer Success Customer Experience Voice of Customer
9 min read
Recap: TS Balaji on the Evolution of CX Measurement
“A new way of thinking first requires a fresh way of seeing or measuring the world around us.”
Topics: Customer Support Customer Experience Voice of Customer
8 min read
Recap: Maximizing VoC Volume with Executive Sponsorship
An effective Voice of Customer strategy can have many moving parts. As a result, organizations with industry-leading CX often have an executive sponsor to ensure that VoC initiatives result in impactful action and don't stop at listening.
Topics: Customer Success Customer Support Customer Experience Voice of Customer
6 min read
Recap: James Scott on The VoC-Informed Product Roadmap
“Surprises are great for birthdays, but not when you’re running a SaaS business.”
Topics: Voice of Customer Event Recap
10 min read
Voice of Customer is a Team Sport
"Great things in business are never done by one person; they are done by a team of people.” - Steve Jobs
Topics: Customer Success Voice of Customer
8 min read
Recap: Jason Viglione on The Role of Support in VoC
“I spent years hearing customers telling us exactly what we need to know, but that was overlooked because we didn’t have a process to capture it.”
Topics: Customer Support Customer Experience Voice of Customer Event Recap
5 min read
Will the Real Customer Experience Please Stand Up?
Let me know if this sounds familiar. Your company has developed a new feature. It’s launch day and internal enthusiasm is high. Out goes the newsletter, the social media posts, and the feature is turned on.
