Jennifer Batley
Jennifer Batley
Batley Advisory
Jennifer Batley is a strategic leader with over 25 years’ global experience advising B2B executives and companies looking to recover, transform, scale, or sustain business advantage. Expert in advancing customer experience strategy from vision to execution, she puts customers at the heart of business to generate high impact results through metrics-driven operational change.
Engage, then Embed: CX for Start-Ups and Scale-Ups 🚀
After 20 years directing customer experience strategies for complex global companies, I shifted my focus to working with start-ups and scale-ups. Here, founders and...
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...
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…
Teamwork makes the dream work: Why the best CX leaders are collaborative, and how you can be too
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…
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...
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...
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...
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...
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...
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....
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...
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...
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,...