Posts Tagged ‘#cxnyc’

As a long-time customer of Vanguard, I can attest to their great way of doing business. While I’ve never set foot into an office of theirs, the financial services company – one of the world’s largest investment management companies – was able to gain my trust and, without much effort, convince me to enlist them […]

Michael Porter, a colleague of mine, is live-blogging at this week’s Forrester CXNYC event, a conference for customer experience leaders, innovators, and practitioners. I wanted to share a session he sat through in which John Dalton, an analyst at Forrester, interviewed Alice Milligan, the chief customer and digital experience officer of Citi Cards at Citi. […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Harley Manning and Andrew Hogan dove deeper into how CX can drive revenue.  They gave us some specific examples of what to do to help your experience give better $$ results. It’s not enough to be digital these […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. One of the most fundamental questions Vanguard faces: How do you build an emotional connection with millions of clients you’ll never meet in person? Think back to opening your 401K or brokerage statement back in 2009.  Not a […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Des Cahill, VP and head of CX Evangelism spoke about aligning CX to your culture. Oracle is a company in transition and that change is affecting the Oracle culture. Oracle has acquired and built a lot of CX […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Culture is so important that it eats strategy for breakfast.  We looked at CX leaders and CX laggards across 21 different industries and asked questions: Do CX leaders and CX laggards describe their cultures in different terms. No, […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. John Dalton interviewed Alice Milligan, Chief Customer and Digital Experience Officer at Citi. John: What was the specific motivation for creating the Chief Customer Officer. Alice: There were a lot of changes going on at Citi. The company […]

Alex Jakobson from TeleTech runs the change practice.  He focuses on how to get humans to change.  It’s critical to put a new set of technologies in play but if humans don’t want to change…. It was a packed session so you know how important a topic culture is. Objectives: Provide everyone here with some […]

Forrester sees three tectonic shifts in B2B Tech CX measurement Level of focus: Look at traditional account level or other views The amount of feedback: Are we effecting the feedback by the number of surveys Channels and channel partners: where does it fit in our business and the CX experience Question: From account level measurement […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Rick Parrish discussed the CX Maturity model.  He started with an example of a company whose employees needed to fight with corporate and work off-site just to start to deliver a better customer experience. Quote: You can’t create […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Rick Parrish discussed the CX Maturity model.  He started with an example of a company whose employees needed to fight with corporate and work off-site just to start to deliver a better customer experience. Quote: You can’t create […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. John Dalton interviewed Thom Kozick from Marriott International. John: Is it about loyalty? Thom: I was brought on to rethink our loyalty.  Even with SPG joining Marriott, they will only have 15% marketshare in the US. John: You […]