CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics. For this reason, we have included measurement with customer insights.

CX 307

CX Customer Journey Map CX Transformation Government 307

Execs In The Know

NOVEMBER 21, 2024

For CX leaders, the lesson is clear: Meet apprehension with engagement. Watch the full webinar on-demand to explore more actionable insights for your team, including: Debunking the Myths: Addressing the biggest fears and misunderstandings surrounding AI in CX—like “Will AI make our service less human?”

Sports 105

Sports AI CX Artificial Intelligence 105

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Customer Experience 480

Customer Experience Net Promoter Score VOC Government 480

eglobalis

JANUARY 28, 2025

For those unfamiliar, Paul is a superstar in CRM, customer engagement, and customer experience (CX) worldwide. Published in 2019 , The Commonwealth of Self Interest emerged during the COVID-19 pandemic and remains a highly practical, insightful book worth reading.

CRM 195

CRM CX Actionable Insights AI 195

CX Accelerator

JANUARY 7, 2019

That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. It’s OK if they don’t but chances are you’ve heard a well-meaning salesperson try to sell you on the latest greatest CX tool and they’ve dropped these terms like they’re hot.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

DECEMBER 25, 2024

For businesses, this means the bar for customer experience (CX) is perpetually rising. 153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback. Excellent CX involves setting boundaries and managing expectations transparently.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 450

Customer Experience Social Media Predictive Analytics AI 450

Experience Investigators

NOVEMBER 12, 2024

Subscribe wherever you listen to podcasts (Spotify, YouTube, Apple Podcasts, and more) Want to ask a question about this episode – or another CX issue? Resources Mentioned: Experience Investigators Learning Center Don’t miss the next episode!

Actionable Insights 52

Actionable Insights Innovation CX Customer Experience 52

ECXO

NOVEMBER 19, 2023

Join the CX Professional Business Network at ECXO for more enriching presentations like this one! Holistic Customer Metrics for Actionable Insights 6. Join the CX Professional Network at ECXO for more enriching presentations like this one! What could be better than that? Well, our upcoming in-person event! Stay tuned.

Actionable Insights 367

Actionable Insights NPS CX Customer Feedback 367

ECXO

JUNE 11, 2023

CX design is no longer just about aesthetics. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. If you need to rethink your CX offer, or haven’t got started, time is not on your side. You will need to analyse real-world customers to get to the actionable insight you need.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

ECXO

OCTOBER 7, 2024

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

AI 227

AI Technology Technology CX 227

eglobalis

OCTOBER 9, 2024

Why Not Every Request is Possible: 10 Actionable Insights As much as companies would love to satisfy every customer request, it’s not always practical or feasible. .” – Jobs emphasized the importance of understanding deeper customer needs and anticipating desires that customers themselves might not yet realize.

Customer Feedback 526

Customer Feedback Compliance Innovation B2B 526

ECXO

JULY 26, 2023

We thought it would be helpful to decode the strategies that CX leaders use to break away from the pack. Insights on identity, interactions, behaviour and attitudes that help you identify, and predict, CX issues and opportunities. First, let’s explore some of the ways real-time data can transform your CX.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Prepare to be inspired and equipped with actionable insights that can truly make a difference.

CX 156

CX CXM Government Contact Center 156

Execs In The Know

APRIL 21, 2025

Its the gathering place for customer experience (CX) leaders from some of the worlds most influential brands. Expect to walk away inspired and armed with actionable insights. Featured Sessions CRS dives into the conversations that matter most to CX leaders right now. Past CRS Attendee 2. ” CRS Business Partner 7.

Artificial Intelligence 89

Artificial Intelligence AI CX Actionable Insights 89

LitmusWorld

APRIL 23, 2025

LitmusWorld & RepUp Merge their Operations; Launch an AI-Native CX Platform for Enterprises This strategic merger combines the complementary strengths of both companies to deliver an integrated, data-driven solution that empowers businesses to transform stakeholder experiences through advanced AI automation and actionable insights.

AI 52

AI CX Actionable Insights 52

Experience Investigators

NOVEMBER 5, 2024

Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book.

CX 52

CX Actionable Insights Innovation Start-ups 52

ECXO

DECEMBER 4, 2024

It’s important to note that these KPIs serve as indicators of customer success and provide actionable insights for companies to improve their strategies and offerings. Metrics for Success The key Performance Indicators (KPIs) used for measuring customer success may vary based on the nature of the business.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

PeopleMetrics

JUNE 26, 2019

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. and “Are our CX strategies truly aligned with the experience of our end customers?”. Looking for ways to humanize your CX?

CX 115

CX Net Promoter Score Artificial Intelligence CEM 115

Uniphore

JUNE 22, 2021

Yet, beneath these videos and comics is a wellspring of actionable insights. By leaning in and listening to the gripes your employees face, you can glean actionable insights that can make all the difference. #3 Check it out! We’re often trained to tune out employee rants and to take caricatures with a grain of salt.

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

Zonka Feedback

OCTOBER 28, 2024

With its ability to reveal nuanced, actionable insights, the Likert Scale, through the use of a Likert scale survey question, uncovers what truly drives satisfaction or frustration—making it an essential tool for CX leaders aiming to elevate their customer experience strategy.

Actionable Insights 59

Actionable Insights CX Customer Experience 59

SurveySensum

FEBRUARY 6, 2025

Qualtrics and QuestionPro are both popular CX tools in the current market. Are they helping you meet your CX goals? Qualtrics, QuestionPro, and SurveySensum The Introduction Qualtrics and QuestionPro are both popular CX tools and are well-known in the CX industry. But are they living up to your expectations?

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

SurveySensum

APRIL 7, 2025

Understanding Its Value for CX Professionals SurveyMonkey is a feedback management tool widely used for gathering customer feedback, offering drag-and-drop survey design and data analysis tools that yield actionable insights. It is known for taking relevant action on the feedback that actually drives revenue. Wrapping Up!

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

Lumoa

SEPTEMBER 1, 2023

Actionable Insights just got better Insights are designed to help you get to the heart of your feedback, showing you trends and data points without you having to dig them out your self. Feel free to check out our FAQ on Lumoa GPT to learn how you can get started with the next generation tool in feedback analysis!

Actionable Insights 147

Actionable Insights B2C Start-ups Customer Feedback 147

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. For businesses, AI-powered applications enable time and cost savings, smarter customer services, and efficient CX management, plus reliable, actionable insights that facilitate decision-making.

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Execs In The Know

JANUARY 29, 2023

A relentless focus on exceeding customer experience (CX) is the founding principle behind everything CX leaders do. Kicking off on March 1, 2023, we’re taking CRS to Austin, Texas, to explore “Creating Moments That Matter” with our global community of CX leaders. Why does attending CRS matter more than you think?

CX 90

CX Hospitality Hospitality Actionable Insights 90

Retently

MAY 2, 2023

While they measure customer experience at different stages in the customer lifecycle, all three equip SaaS companies with actionable insights that can help enhance the product, reduce churn and drive growth. Join us as we delve into the power of CX surveys and how they can transform your SaaS business.

CX 135

CX NPS Customer Satisfaction Start-ups 135

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. 11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. But what more can an exceptional SaaS customer experience bring to the table?

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Experience Investigators

FEBRUARY 4, 2025

That’s exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement.

Customer Experience 52

Customer Experience Actionable Insights CX Customer Loyalty 52

Execs In The Know

MARCH 14, 2025

Its critical to closely align the CX teams efforts with the business. She pointed out that “earning a seat at the table to infuse experience insights in business strategy planning is critical for success. If your CX team isnt “in the room where it happens,” as Ziroe put it, youre not leading change.

CX 81

CX VOC Actionable Insights Innovation 81

Futurelab

DECEMBER 27, 2023

First, businesses started asking for actionable insights rather than just data: a new role that the researchers performed well, turning from number crunchers into consultative teams. Surely, both CX and Voice of the Customer processes have a strong customer survey element to them. Yet this is rarely the case any more.

Customer Experience 162

Customer Experience CX Start-ups Actionable Insights 162

Zendesk

OCTOBER 11, 2021

To maintain their competitive advantage, CX leaders have been using customer service quality assurance reviews to uncover product, process, and market insights. The first thing we did was to look at the traditional indicator currently favored by CX teams—CSAT. Every brand is different, and every CX team’s goals are different.

Scorecard 98

Scorecard Net Promoter Score CX Customer Satisfaction 98

SurveySensum

DECEMBER 30, 2024

If youre looking for advanced features, greater scalability, or a platform that aligns better with your unique customer needs and long-term CX goals, there are alternatives to CustomerGauge that may better suit your specific customer needs and long-term CX goals. Their CX experts have your back, guiding you from start to finish.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

JANUARY 20, 2025

Thats where sentiment analysis comes in – turning raw feedback into actionable insights. However, the sheer volume and complexity of feedback often make it challenging to derive actionable insights. So, is it worth the investment? Lets dive in and explore. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

CX Accelerator

FEBRUARY 12, 2018

This valuable information is not making its way into actionable insights that need to be addressed by companies. The biggest challenge of VoC programs and which eludes most organizations is getting actionable insights from collected feedback back into your business processes. 5) Develop a plan to close the feedback loop.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140