Jennifer Batley

A Starter Guide to a CX Metrics Program

Are you measuring key CX metrics yet? For years, business leaders have known that Customer Experience (CX) is the only sustainable competitive advantage. Just two years ago, Forbes reported that 89% of companies stated they were competing primarily on the basis of customer experience, more...

Why you’ll never be great at all 10 CX traits

I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” At the recent Qualtrics X4 event, we took a group of about 40 B2B…

Teamwork makes the dream work: Why the best CX leaders are collaborative, and how...

The advantages of teamwork are widely heralded, so it’s no surprise that the underlying skill that makes teamwork work, collaboration, is one of the traits that the best CX leaders share. These leaders know that every team, every employee, every system...

Getting predictive: Voice of Customer, without the Voice

Customer insights are becoming an increasingly important part of how service organizations are measuring their performance and driving improvements. Transaction satisfaction programs are a standard, and these enable a broad range of customer analytics that integrate perceptions of services with hard operating metrics...

Predicting and Preventing Churn using Customer Analytics

Last week I was at the TSIA's 2012 Technology Services World event in Las Vegas, where I had the pleasure of speaking during John Ragsdale's Power Hour session: Big Data – Three Inspiring Stories of Service Analytics. Walker used our time to play a new...

3 Tips on Using Text Analytics to Capitalize on Untapped Customer Feedback

One week from today, I will be co-presenting with EMC (a Walker client) at the Clarabridge Customer Connections conference in Miami (#C32012). We'll be showcasing the success EMC has achieved through their commitment to extract maximum value from the open-ended feedback generated by...

Cloud’s Silver Lining

It's official. I've been spending too much time in the world of IT. How do I know? Because several weeks ago I blogged about BIG DATA, and today… today I'm blogging about the cloud. Now, it seems like everybody has their own definition...

Partner Strategy

This week, Walker hosted a group of channel partner leaders from 10 prominent high tech companies at a Customer-Focused Channels forum designed to dig in to the complexities of managing partner relationships. While we know that there are many relationships that deserve attention...

Predictive – Proactive – Pre-emptive

The volume and types of information available in today's customer service organizations, while overwhelming at times, also offers a gateway to better customer experiences. It's true; companies are tracking multitudes of operational metrics, customer perceptions, transaction measures, financial measures, employee perceptions, public perspectives, case...

Sacrifice IS Your Strategy

In my previous post, I blogged about the art of doing. In this post, I advocate for being selective about what it is you choose to do. Last week, while I was at the first Members Insight Exchange of the CXPA (Customer Experience Professionals...

TEDx1 – From Insight to Action: The Art of Doing

Last weekend, I dedicated a day of my life to considering ideas… I was fortunate enough to have been selected as one of the 100 participants at TEDxOttawa. On this day, Ottawa, so often pigeonholed as a boring government town, brought forth a...

6 Takeaways from the CXPA Members Insight Exchange

Last week marked the inaugural Members Insight Exchange meeting of the Customer Experience Professionals Association (CXPA): more than 150 professionals, including practitioners and providers, came together for two days to talk about customer experience best practices, trends, and the emergence of this area as...

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