Andrew McInnes

1.3K posts

Andrew McInnes

Andrew McInnes

@apmcinnes

Customer experience #CX industry leader. Sales at @StrativityGroup & @TPDashboard. CX Expert @CXPA_Assoc. Former @Forrester & @MaritzCX.

Boston, Massachusetts Katılım Kasım 2010
338 Takip Edilen1.8K Takipçiler
Andrew McInnes
Andrew McInnes@apmcinnes·
In case you missed it, lessons on how to kick off a #CX initiative the right way
English
0
0
0
0
Andrew McInnes retweetledi
Brian Andrews
Brian Andrews@loyaltyrocks·
#cxday is fast approaching. The Customer Experience Professionals Association (CXPA) has lots of tips and best practices to help you have a remarkable day. lnkd.in/ekaY2jp
English
0
2
1
0
Andrew McInnes
Andrew McInnes@apmcinnes·
Those of us onstage, fortunately, got seats :)
English
0
0
1
0
Andrew McInnes retweetledi
Megan Burns
Megan Burns@MeganBurnsCX·
Fantastic quote from @navyfederal CEO Mary McDuffie about ranking #1 in the CX Index at #cxnyc: “Our people earn us these awards, not our technology. I wish our tech could be as friendly as our people.” instagram.com/p/BykjrwYn6Tv/…
English
0
5
16
0
Andrew McInnes
Andrew McInnes@apmcinnes·
This was a core message last year too. I agree, but I also see so many organizations just on the starting line with #CX that I think we have a 2nd (maybe 3rd) wave of evolution in the discipline coming.
English
0
1
0
0
Andrew McInnes
Andrew McInnes@apmcinnes·
I like @hmanning’s #CX analogy about breaking the sound barrier - it took radical innovation, not doing old best practices better. I’d suggest innovation here is most needed in execution vs. strategy. In most sectors, strategy is execution.
English
0
0
0
0
Andrew McInnes
Andrew McInnes@apmcinnes·
To unlock the passion of its people, Petco made big and small changes to the employee experience to show it listened and cared - got rid of aprons, added pet bereavement, etc. Remove the barriers holding people back and you will see people’s full potential. #MedalliaEXP #CX
English
0
0
0
0
Andrew McInnes
Andrew McInnes@apmcinnes·
Holland America Lines President doing a nice job plainly describing the connection between internal culture and external experience. It’s pretty simple and intuitive. Few people would disagree. But then you ask them to change... #MedalliaEXP
English
0
0
2
0
Andrew McInnes
Andrew McInnes@apmcinnes·
My POV: Building capability to compile useful customer profiles from across data sources as an “experience system of record” moves Medallia into a different category (over slightly longer term), competing more with CRM and customer service platforms. #MedalliaEXP
English
0
0
3
0
Andrew McInnes
Andrew McInnes@apmcinnes·
Medallia CEO on visiting executives at major brands: They say they don’t really get digital transformation, but they think they need some. Now $1.3 trillion has been invested in 12 months, $900m of it wasted. #MedalliaEXP
English
0
0
0
0
Andrew McInnes
Andrew McInnes@apmcinnes·
I like Medallia CEO’s opening bits with very macro and somewhat counterintuitive stats about population growth, aging population, and wealth growth - fewer customers with less loyalty and more dollars. ##MedalliaEXP
English
0
0
1
0
Andrew McInnes
Andrew McInnes@apmcinnes·
I'm excited to lead this session with two of our amazing clients! Should be another great #Forrester #CX event, and we'll have copies of the new Wave report on hand of course. See you at #CXNYC2019
English
0
0
0
0

Keşfet

@CXPA_Assoc @NavyFederal @LRW_CX @Medallia @elonmusk @BarackObama @taylorswift13 @cristiano