Decoding ROI: The Untapped Power of Customer Intent in CX Management
LinkedIn article
November 15, 2023
Customer Intent: The Ignored Key to Exceptional Customer Experiences.
If you want to know how you did, send a survey.
If you want to know what to do, understand why customers are contacting you.
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Tags: Customer Experience
Expert commentary: Closing the CX Gap between Customer Expectations and Business Reality
Comm100
March 02, 2022
The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. This article discusses how to manage the gap between what customers expect and what an organization delivers.
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Tags: Business Strategy, Customer Experience, Management
The Scarcity and Abundance Mindset
LinkedIn article
February 22, 2022
I jotted down some thoughts on the scarcity and abundance mindsets. Once you tune yourself into these ideas, you will see them all around you. One of the most challenging aspects of leadership is to convert scarcity thinkers into abundance thinkers.
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Tags: Customer Experience, Leadership, Business Strategy
Building Well Rounded CX Leaders
LinkedIn
December 30, 2021
I highly recommend that C-suite executives invest in this kind of well-rounded CX leader professional development program and build a bench of well-prepared leadership talent to help the organization innovate, compete, and win customer loyalty. It won't cost you six million dollars, but it could help you earn that much and more.
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Tags: Business Strategy, Customer Experience, Leadership
The 7 Jobs of CX Governance
LinkedIn
September 15, 2021
This article is excerpted from the new book Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program, which is available now in your regional Amazon store at http://mybook.to/CXFieldManual
In several studies, CX leaders are saying that one of their most significant obstacles to improving the customer experience is the lack of cooperation across the organization. CX Governance is the strategic task of setting the organization’s overarching CX goals, direction, plans, and accountability frameworks and supporting their execution.
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Tags: Customer Experience, Culture
The 7 Jobs of CX Governance
Engati
August 12, 2021
Engati, 12 AUG, Kimberly Misquitta PLUS CX Governance article, 13 September 2021 https://www.engati.com/cx-community/customer-experience-management
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Tags: Business Strategy, Customer Experience, Management
Are You Customer Centric Just Because You Say So?
Jeff Sheehan
October 27, 2020
This article clarifies what is involved in defining and doing a customer-centric customer experience program.
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Tags: Business Strategy, Customer Experience, Leadership
Three Tiny Words
LinkedIn
February 17, 2017
There is a real psychological impact to each of these three tiny words. We feel that impact as the finely tuned emotional creatures that we are. I encourage you to try them on for size AND see the results you get, BUT don’t take my word for it. YET.
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Tags: Health and Wellness, Leadership, Management
50 Books from Thinkers360 Thought Leaders You Should Read in 2022
Thinkers360
June 29, 2022
A list of book recommendation from Thinkers360 member authors.
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Tags: Customer Experience, Management, Leadership
Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program
Boston Business Books
July 13, 2021
This field manual is a CX leader’s practical guide for starting a new, or improving an existing, customer experience management program. Whether you are brand new to a customer experience management role, or a veteran, this book offers you valuable frameworks, ideas, and examples for building your CX program that improves operational efficiency and customer intimacy.
Many CX programs suffer the pitfalls of unclear objectives, piecemeal implementation, and resistance to change causing them to fail to deliver business value.
This is your desktop reference guide offering a well-researched and endorsed holistic approach to customer experience management using 8 core CX functions with chapters detailing how to implement each. Importantly, the concepts in this book can be adapted to any size or type of organization wishing to create or refine its customer experience management program.
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Tags: Customer Experience, Leadership, Business Strategy
30 CX Influencers You Should Follow
CX SCOOP
October 03, 2023
Sandra Radlovacki Vukanovic
Senior Tech Reporter
October 03 2023
As we celebrate the art and science of customer experience, what better way to dive into the world of insights, innovations, and inspirations than by introducing 30 CX professionals who are shaping the space?
In honor of CX Day, we've curated a list of thought leaders, disruptors, and visionaries who are not just talking the talk but walking the walk when delivering exceptional customer experiences. Many of them are bestselling authors, podcast hosts, and independent consultants. But all of them are changing the CX world for the better.
Whether you're a seasoned CX professional or an aspiring enthusiast, we present a list of influencers poised to profoundly impact your perspective.
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Tags: Customer Experience
Selected as a CXMStars 2023 - Top CX Influencer by Customer Experience Magazine
Customer Experience Magazine - CXM
February 13, 2023
Selected by a juried panel and by votes from my peers around the world, this is my second consecutive year of being awarded this recognition.
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Tags: Customer Experience
Making Customers Happy is a Fallacy
CXM Today
July 01, 2024
Author JEFF SHEEHAN discusses his hashtag#CX perspectives at length. He believes in adhering to business values rather than focusing on ‘making customers happy.’, and a lot more...
Read the full interview here.
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Tags: AI, Business Strategy, Customer Experience
Clootrack CX Expert Council
Clootrack
May 18, 2023
18 May 2023 Selected as a member of the new Clootrack CX Expert Council
As a member of this prestigious community, you join an elite group of professionals who are dedicated to sharing their expertise and insights to help the larger community grow and thrive. Our community is made up of a diverse group of leaders from various industries, and we are thrilled to have you onboard.
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Tags: Business Strategy, Customer Experience, Management
MK CX Thought Leadership Series
MattsenKumar
April 03, 2023
MattsenKumar is the leading Business Process Outsourcing company in India providing call centers, back-office processes, Third Party Quality Services, & e-commerce outsourcing services. Their program offers thought leadership resources vis a vis interviews with world-leading experts on customer experience management.
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Tags: Business Strategy, Customer Experience, Management
Episode 4: The Field Manual of Customer Experience Management with Jeff Sheehan
SimpliifiCXM
September 12, 2022
Jeff Sheehan is a Customer Experience Management Consultant aligning CX Strategy with Operating Models, Operations, and Outcomes. He is also the author of “Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program.”
Jeff work as a CX Consultant and Strategic CX Business Advisor. His focus is to enable clients build and improve their customer experience management program for the mutual benefit of the business and its customers. He's an expert at business development and client relationships, identifying opportunities and delivering on strategic recommendations, closing nearly $1 Billion in client services contracts over 20 years.
In this episode, Jeff shares insights into:
◈ How free listening to feedback benefits Customer Experience.
◈ What is Value Irritant Matrix and how it help Customer Experience.
◈ Identifying your guidepost.
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Tags: Customer Experience
Shane Schick, 360 Magazine, online edition
360 Magazine
September 08, 2021
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Tags: Business Strategy, Customer Experience, Management
mycustomer.com for CX Day 2021
my customer.com
October 04, 2021
mycustomer.com for CX Day 2021 https://www.mycustomer.com/community/blogs/neil-davey/celebrate-cx-day-with-a-free-book-get-yours-now
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Tags: Business Strategy, Customer Experience, Management
100 Business Books that have Influenced 100 Business Owners (Part 12)
Meas・Media
August 18, 2021
Meas・Media, 100 Business Books that have Influenced 100 Business Owners (Part 12), 18 August 2021 // Ciara Ferguson https://www.measmedia.com/100-business-books-that-have-influenced-100-business-owners-part-12/
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Tags: Business Strategy, Customer Experience, Management
Lumoa, Top 10 Must-Read Customer Experience Books, July 1, 2021 // Sofia Ohlson
Lumoa
July 01, 2021
Lumoa, Top 10 Must-Read Customer Experience Books, July 1, 2021 // Sofia Ohlson https://lumoa.me/blog/top-10-must-read-customer-experience-books
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Tags: Business Strategy, Customer Experience, Management
The Year’s Most Popular Books from Thinkers360 Thought Leaders (1H’21)
Thinkers360
June 16, 2021
Thinkers360, The Year’s Most Popular Books from Thinkers360 Thought Leaders (1H’21) https://www.thinkers360.com/the-years-most-popular-books-from-thinkers360-thought-leaders-1h21/
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Tags: Business Strategy, Customer Experience, Management
Unleashing the Power of AI and Human Fusion, Transform Service with Next Generation Agents
Reuters Events
November 12, 2024
I moderated a fireside chat format discussion with Shannon Yeats, VP of Contact Center, Entertainment Partners, and Hazel Mitchell, Senior Director of Global Service Delivery, eBay where we discussed;
· Develop and retain service agents by equipping them with critical skills, tools, and strategies to adapt to
evolving service roles in an AI-driven environment.
· Find the right balance between
automation, outsourcing, and in-house agents to deliver bespoke and personalized experiences that meet customer needs.
· Discuss strategies for reconfiguring the role of agents to maximize their value in an AI world, including
upskilling, reskilling, and redeployment opportunities.
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Tags: AI, Customer Experience, Agentic AI
CX See Why E04 | Traditional vs Neobanks | CX in the Age of Digital Banking
Clootrack
June 21, 2022
One of two members on a panel, hosted by Dan Gingiss and sponsored by Clootrack.
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Tags: Customer Experience, FinTech, Management
CX Panel Discussion, European Customer Centricity Awards 2022 - Webinar - Best Practices for Defining Customer Insights
ARCET Global
April 14, 2022
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Tags: Analytics, Customer Experience, Digital Transformation
CX Day 2021: A Conversation with CX Professionals in Europe, hosted by CXPA
CXPA
October 05, 2021
CX Day 2021: A Conversation with CX Professionals in Europe, hosted by CXPA on 5 October 2021 https://youtu.be/R6FPffLWVzI
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Tags: Business Strategy, Customer Experience, Management
CX Symposium eBook ‘Digital when you want it, Human when you need it’
The CX Company, Dublin, Ireland
May 23, 2023
This is Volume 3 of The CX Company's Roundtable Series publishing an electronic book on the topic of balancing digital and human while serving the customer.
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Tags: Customer Experience
102 CX Experts' Report
Clootrack
May 19, 2023
Here is exactly what you will learn from the CX Report
Top 15 CX Challenges According To Experts
16 Expert Recommendations To Improve CX
Lack Of Leadership Commitment Towards CX Initiatives
Different Industries Encounter Different CX Challenges
Actionable Insights & Real-Time Data That Elevates CX
Unique Yet Important Challenges
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Tags: Customer Experience
GLOBAL STUDY ROI of Customer Experience 20 Global CX Experts Reveal How They Proved the ROI of CX Programs. Brilliant real-life examples of how CX Professionals have succeeded in linking investments to business outcomes.
Clootrack
February 15, 2023
Clootrack’s Global CX ROI Study 2023 is the latest report of the wide-ranging Clootrack study series that helps the CX community to understand the challenges behind customer experience.
One of the biggest obstacles customer experience professionals face in pushing their organizations toward customer-centricity is convincing executives that the investment will yield a return.
Compared to things like sales and marketing, customer experience is often seen as a “softer” part of the business. Sales can be directly tied to revenue growth. Marketing campaigns are linked to the number of leads they convert and the customers they acquire.
Many studies have attempted to quantify the return on investment (ROI) and the business impact of improving customer experience. But in many cases, the results are theoretical and cannot be quantified.
Finding real-life examples of companies that have successfully translated improvements in customer experience due to their CX programs has been difficult, although not impossible.
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Tags: Customer Experience
5 Customer Experience Predictions for 2023
Comm100
January 23, 2023
2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology.
To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023.
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Tags: Customer Experience
10 CX Experts Share Their Secrets on How They Delight Customers
Bonjoro
May 18, 2022
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Tags: Customer Experience
J.D. Power The State of Customer Service podcast, Episode 4: State of Customer Service: Navigating the Customer Experience Battlefield
J.D. POWER The State of Customer Service podcast
September 04, 2023
In the fourth installment in a series of National Conversations on the State of Customer Service J.D. Power expert, Denese Waiters, Director, Customer Service Advisory, and Omnichannel Practice Leader is joined by special guest Jeff Sheehan, CX Author and Leader. Together they discuss the connection between military tactical planning and the strategies needed to create satisfied customers.
Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader
Special Guest: Jeff Sheehan, CX Author and Leader
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Tags: Business Strategy, Customer Experience, Customer Loyalty
Talking CX Podcast with Robin Millyn and Graham Clark, 3-part series
Talking CX podcast
September 22, 2021
Part I - CX Prioritization https://drive.google.com/file/d/1ZzyQmDZReRNBAr8CWAj8mU_-jhIxm9tS/view
Part II - CX Prioritization & ROI https://drive.google.com/file/d/1MyS478ykO_cJMFMUsA1N5HSVRPMIHW_g/view
Part III - ROI and Measurements
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Tags: Business Strategy, Customer Experience, Management
CX Goalkeeper with Gregorio Uglioni
Gregorio Uglioni
September 20, 2021
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Tags: Business Strategy, Customer Experience, Management
The Digital Empathy Lounge is a podcast brought to you by Anthrolytics
Peter Dorrington
August 26, 2021
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Tags: Business Strategy, Customer Experience, Management
Coffee Talk With Brohawk Featuring Jeff Sheehan
Mark Brody of Brohawk Solutions
June 06, 2023
Mark Brody is an independent consultant and founder of Brohawk Solutions, LLC. Brohawk Solutions, LLC is focused on the operational aspects of the Contact Center industry where alignment of people strategies, process and procedures, and technological investments are crucial to drive a better employee experience leading to a better overall customer experience. Mark created a series of videos under the branding of Coffee Talk With Brohawk to discuss challenges faced by the contact center industry. While some guests featured on Coffee Talk With Brohawk may be referral partners of Brohawk Solutions, LLC, neither Mark, nor Brohawk Solutions, LLC receives compensation for the interviews.
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Tags: Business Strategy, Customer Experience, Management
Episode 12 of Unexpected Journey with Anne Bibb: How to Transform Your CX: Tips from the Experts!
Anne Bibb
March 22, 2023
Each week, Unexpected Journey invites top professionals to share work wisdom, life lessons about their careers, and what they have learned about human experience in the workplace.
This week we are joined by Jeff Sheehan, an independent CX Advisor and Consultant helping enterprise and middle market clients improve their Customer Relations and business results, utilizing customer experience management.
In this episode, we discuss the following:
CX is not one size fits all –why is this?
What does Customer Centricity mean in your world?
How do you recognize CX issues in an organization?
Does technology help or hurt CX?
What is the benefit of hiring a CX consultant?
What is a fractional CX and how is it beneficial?
What is your advice to people wanting to follow in your footsteps?
Jeff Sheehan’s Bio
Working at the US Army, NCR Corporation, Motorola, Inc., RSM, LLP, CSC, and Apple, Jeff draws from his experience in leadership, sales, customer service operations, and management consulting to help clients help their customers enjoy interacting with your brand.
Jeff is the author of the book Customer Experience Management Field Manual, The Guide for Building Your Top Performing CX Program (Boston Business Books, 2021) available on Amazon at https://amzn.to/3Tm4KQQ
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Tags: Business Strategy, Customer Experience, Design Thinking
Customer Experience and Digital Transformation by The Digital Transformation Lab at the University College Cork, Ireland
The Digital Transformation Lab at the University College Cork, Ireland
May 18, 2022
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Tags: Customer Experience, Leadership, Management
CXBuzz Interview With Jeff Sheehan, Independent CX Advisor & ECXO Ambassador by Efrat Vulfsons
CX Buzz
August 23, 2021
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Tags: Business Strategy, Customer Experience, Management
Sandsiv, CX punk chat with Federico Cesconi
Sandsiv
August 19, 2021
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Tags: Business Strategy, Customer Experience, Management
All Things Considered CX with Bob Azman, CX of M Radio
Bob Azman
June 28, 2021
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Tags: Business Strategy, Customer Experience, Management
Customer Service Gold Dust Podcast with Gavin Scott
Gavin Scott
June 23, 2021
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Tags: Customer Experience, Leadership, Management
Practical CSM Academy monthly CX training webinar series: May-December 2021
Practical CSM Academy
May 05, 2021
May 18 - Part I: Attention! and Part II: The Mission
June 16 - Part III: CX Leadership
July 21 - Part IV: The Unit: discusses the impact of culture
August 18 - Part V: The Inspection
Sept 15 - Part VI: Gathering Intelligence
Oct 20 - Part VII: War Gaming and Part VIII: The Battle Plan
Nov 17 - Part IX: The Generals
Dec 15 - Part X: Situational Awareness
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Tags: Business Strategy, Customer Experience, Management
Be Customer Led podcast with Bill Staikos
Bill Staikos
April 01, 2021
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Tags: Customer Experience, Leadership, Management
Acefone blog, Phone An Expert: Level Up Your Customer Service Game With Jeff Sheehan
Acefone blog,
January 08, 2021
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Tags: Business Strategy, Customer Experience, Management
CX Sells podcast episode -
CX Sells by Renaldo-de-Souza
July 17, 2023
In this episode I discuss how CX leaders can be more effective by being more willing to communicate their work-in-progress and their accomplishments in order to achieve and retain the necessary visibility as a function that is adding value to the organization, and to prevent being made redundant.
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Tags: Customer Experience, Leadership
The CX Academy, Masterclass
The CX Academy
September 02, 2021
The CX Academy, Masterclass, Julian Douglas, 02 September 2021 https://us02web.zoom.us/rec/play/-VIVXTWawibgdpSg9oaGMBLEluP-4O-Vzd99zx4hAc6IrMJBpEmbsqKy9apNX7taKcnP4SmBsSBjuu8E.K9wTyRa06zHCESSi?autoplay=true&startTime=1630579567000
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Tags: Business Strategy, Customer Experience, Management
Five CX Predictions For 2021
Rapid Assessment of CX Program Effectiveness
