Is this you? As a journalist, you can create a free Muck Rack account to customize your profile, list your contact preferences, and upload a portfolio of your best work.
Claim your profile
Articles by Wayne Simmons
AI, Automation and the Future of CX
Tuesday, July 29 @ 11 AM PT | 2 PM ET Sid Banerjee, Chief Strategy OfficerMedallia Wayne Simmons, Chief Marketing Office | Global Customer Excellence LeadPfizer Contact centers are no longer just about answering calls. They’re where important conversations happen that affect customer satisfaction, brand perception and revenue. Yet many businesses remain focused on traditional contact center metrics, missing the bigger opportunities.
New Experience Economy: The World Needs More Chief Experience Officers
* This is a contributed article. The IBTimes news staff was not involved in the creation of this article and this content does not necessarily represent the views of IBTimes. When you buy through links on our site, we may earn an affiliate commission. Here are our T&C. For licensing please click here. In many ways, the pandemic forced people across the globe to build their sense of patience. While quarantines were imposed, people stayed indoors and waited for the world to open up again.
When touchpoints become painpoints, it’s time for a Muda, Mura and Muri intervention.
Not all service and experience-based propositions are created equally – many undoubtedly “get the job done”, and are generally worthy of positive reviews and the occasional 5-star ratings. However, far too many can seem utterly illogical or “painful” in the eyes of external and internal customers alike.
Super-charge the Journey to Customer-Centric Culture.
BLOG-IN-BRIEF. Customers have more choices than ever on where to spend their time and money. Having strong voices in social media and on-line rating sites have further shifted the balance of power, creating the “hyper-empowered customer”. Accordingly, organizations large and small are keen to create cultures that are inherently more customer-centric, if not customer-obsessed.
Winning through customer experience: Make your HR & CX organizations BFFs.
Measuring and quantifying customer experiences, and other “hard factors” alone may not be sufficient to capitalize on the promise of the rapidly evolving CX field. Find out the role of “soft factors” in the brand power of perennial service and experience leaders, such as The Ritz-Carlton, USAA, Zappos, Nordstroms, Chick-fil-A, Navy Federal Credit Union and Southwest Airlines.
Show More
loading
Actions
Is this you?
As a journalist, you can create a free Muck Rack account to customize your profile, list your contact preferences, and upload a portfolio of your best work.Get in touch with Wayne
Contact Wayne, search articles and posts on X, monitor coverage, and track replies from one place.
Learn more about Muck Rack