Collaborating for Success
CloudCherry Blog
by Summer Naomi Interior
4y ago
Collaboration. Communication. Cohesion… All those lovely (and essential) ‘ions’ are at the heart of this week’s ‘Sweets of CX’ Episode. Thank goodness I was joined by a true expert on Collaborating for Success. After all, he wrote the book. (No really, that’s the title of one of his books.) –  Bob Roark is an Executive Solution Strategist for Cherwell, top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week. So, where DO things currently stand in terms of IT and CX? And how did we end up here? To find those answers, y ..read more
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The Comeback of a More Personalized Approach
CloudCherry Blog
by Summer Naomi Interior
4y ago
Let’s get personal. About the comeback of a more personalized approach in CX, that is. It’s no secret- or at least it shouldn’t be- that this is becoming more and more essential in the space. And, in my maiden voyage as Host on the podcast (first one truly sans training wheels), I was personally (had to) VERY grateful to have on board with me a practices-what-she-preaches expert on the subject. Murphy Fraser is the Client Success Manager at Skillshare for Teams, an ICMI Top 50 Thought Leader & Featured Contributor, a recent top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, and ..read more
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Seeking a New VOC Vendor? Here’s How to Make the Transition
CloudCherry Blog
by Richard Boehmcke
4y ago
As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. Even if the solutions in place aren’t delivering the desired return on investment, and even in the face of vendor incompetence, the prospect of switching vendors may appear more costly and disruptive than sticking with the existing solution and hoping it eventually works to the company’s advantage. At times, refocusing your efforts may be the best course of action. A recent Forrester white ..read more
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From Build to Integration: The Essentials of a Successful VoC Program
CloudCherry Blog
by Richard Boehmcke
4y ago
Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). Instead, a voice of the customer (VoC) program is a necessity for any company that wants to understand and act on customer sentiment. Today, there is good news and bad news about VoC. The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better ..read more
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Onboarding Customers and Employees: Why a First Impression is Everything.
CloudCherry Blog
by Summer Naomi Interior
4y ago
Ah First Impressions. We all know we don’t get a second chance to make ‘em. And when it comes to Onboarding, a topic that- surprisingly- doesn’t receive a whole lot of attention, first impressions can make or break it for both Customers AND Employees. But, not to worry. On this week’s ‘Sweets of CX’ Episode, we brought in expert Stacy Sherman to shed some serious light on the subject. With her extensive experience in many, varied CX roles, Stacy offers a uniquely holistic perspective you can’t help but appreciate. And we dug right into that holistic goodness, beginning at- well- the be ..read more
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Why a CCXP cert should be in your 2020 plans
CloudCherry Blog
by Braeden Daly
4y ago
So, you’re pretty comfortable with your CX know-how… You’ve been in the space. You’re putting in the daily work. You’re listening to stellar CX Podcasts (shameless…not sorry). But, 2020 is right around the corner, and you’re itching to up your game. Might we suggest setting a CCXP Certification in your sights for the New Year? On this week’s episode of ‘The Sweets of CX’, Braeden Daly– Senior Product Marketing Manager at CloudCherry (now Cisco), recent recipient of the CCXP Certification, and our honored guest offers some fantastic perspective on the subject. First off, Braeden emph ..read more
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How to tie Customer Success into your CEM program
CloudCherry Blog
by Summer Naomi Interior
4y ago
Understanding Customers… Love it or hate it, it’s the key to driving great CX. And, this week on ‘The Sweets of CX’, I dove in to my first episode as a solo host, and was honored to interview a friend and colleague who’s ALL about his customers, Mike Miller– Director of Customer Success at CloudCherry (now Cisco). In truth, there’s no guest I’d rather have started out with, as Mike has an incredibly kind and calm presence that- no doubt- is part of the secret to his success with Customers. But, don’t be too lulled by his calming voice…This guy has some dynamic advice on dealing with Cus ..read more
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In the Trenches with a CX Champion
CloudCherry Blog
by Summer Naomi Interior
4y ago
Join us, CX Soldier… …As this week, on the ‘Sweets of CX’, we jump right on in the trenches with VP of Client Happiness & Success (i.e. Brand Manager) for Promomash, and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk. Need a little back-story on how our CX Champ ended up joining the frontlines in the CX World at Promomash? Five years ago, she met the team at a Trade show and- in her own words, “fell in love with the idea of saving all my time away from spreadsheets, and moving towards an automated workflow.” (Well, who wouldn’t?) – Nine months later, she’d joined the c ..read more
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A Day in the life of a Member Experience/CX Champion
CloudCherry Blog
by Summer Naomi Interior
4y ago
  Who doesn’t want to be a Champion? The best place to start? Learn from one. And, in this week’s episode of ‘The Sweets of CX’, you’ll have the opportunity to do just that, as we focus on a day in the life of CX Champion, Assistant VP of Member Experience at Clearview Federal Credit Union, and our honored guest – the truly spectacular Janet Preteroti. So, what does an average day look like for Janet? – Well, there’s a lot of time spent talking about projects being worked on as an organization, meetings with Team Leaders (yes, daily), and a big focus on feedback and on ideas for train ..read more
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Top 12 CX Champ Winners
CloudCherry Blog
by Summer Naomi Interior
4y ago
Too much of a good thing? When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! With over 100 stellar submissions to choose from- falling into either the Practitioner or the Influencer Categories- our Top 10 list quickly became our Top 12 list. And we ain’t mad about it! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS- Janet Preteroti– AVP, Member Experience at Clearview Federal Union, and our 1st place CX Champ (in the category of Practitioner). Janet is all about personal conn ..read more
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