Words That Best Describe Customer Experience in 2017 - AARP, Clorox, USAA, More Weigh In
In 2015, a member of the CCW Digital LinkedIn Group posed a very interesting question: in one word, how would you describe the best customer service?
The discussion yielded an incredible level of participation; hundreds of customer management professionals offered their perspectives. We analyzed the top responses in an article on the CCW Digital site – it quickly became our most popular post ever.
Nearly two years have passed, and the time has come to revisit the discussion.
We began by asking members of the 18th CCW speaker faculty to share a word or phrase they believe best describes the state of customer management in 2017. These executives have amassed valuable insights and achieved incredible things in their tenures, so we were very curious to see what first comes to mind when they think about the key CX trends and challenges facing today’s businesses.
Peruse the responses below. Then check out the agenda for CCW, June 26-30, Las Vegas, NV.
Michelle Musgrove | Vice President, Customer Experience Strategy & Governance | AARP
Bob Azman | VP Traveler Services, Americas and Global | Carlson Wagonlit Travel
Breakthrough ideas from innovative companies and CX professionals will challenge our traditional approaches to improving the customer experience!
Wilfred Busby | Senior Vice President, Enterprise Contact Center | St. Jude Children’s Research Hospital
Gordon Clinkscale | Vice President, Customer Care | Freedom Mortgage Corporation
Kerri Schewe | VP People & Culture | MTM, Inc
Transforming through Customer Growth
Era of Customer Growth
Progression through Retention
Customer Relationship Era
Transformation of Customer Retention
Progression of MTM and its customers
On the Move-Customer Advancement
Metrics Meet Coaching Management
Growth through Reinvention
Ryan Barth | VP, Bank Sales & Service Center | USAA
Michele Dobnikar | EVP Customer Care | PGi
Expectations – high, Budgetary Dollars – low
Suzanne Henricksen | Senior Director, Global Insights & Consumer Affairs | The Clorox Company
Noel Holmes | Vice President, Customer Experience | Travelport
Cheryl China | SVP, Head of Contact Center Escalation Teams | Citizens Bank
Empowerment for frontline specialists
Kimberly Warrick | Director of Client Services, Government Outreach | NJ Shares
CCW Digital's Take: No two executives provided the same answer, but most seemed to agree on a key theme: customer experience strategy is a pivotal business concern. 2017 is definitely not a year in which to get complacent.
Some addressed the theme from an internal perspective, citing the organization's growing, maturing appreciation for customer experience strategy. A few focused on the heightened expectations -- and ramifications -- associated with the experience a brand provides its customers. Others turned attention to the solutions (or at least types of solutions) that can help a business meet the heightened CX demand.