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

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

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

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

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

Experience Investigators

NOVEMBER 12, 2024

What if you could turn every customer complaint into a stepping stone for innovation? Subscribe wherever you listen to podcasts (Spotify, YouTube, Apple Podcasts, and more) Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Actionable Insights 52

Actionable Insights Innovation CX Customer Experience 52

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

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

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

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

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

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

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

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

Execs In The Know

JANUARY 15, 2025

PHOENIX, ARIZONA January 14, 2025 Execs In The Know, a global community of Customer Experience (CX) leaders, is thrilled to announce the keynote speakers for its highly anticipated Customer Response Summit (CRS) in Clearwater Beach, Florida, March 3-5, 2025.

Actionable Insights 40

Actionable Insights CX Transformation Innovation Contact Center 40

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

SurveySensum

MARCH 10, 2025

Reporting and Actionable Insights Data means nothing without actionable insights. Reporting and Actionable Insights Data means nothing without actionable insights. Impact – Stronger customer relationships, better product innovation, and a customer-centric approach to business strategy.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

CX Journey

FEBRUARY 5, 2015

As both an outsider and an insider in the Customer Experience movement, I wanted to share (and weigh in on) three CX predictions made manifest through firsthand conversations with hundreds of companies leading the way in customer experience and engagement. #1 My take: Customer experience is absolutely a powerful differentiator.

CX 71

CX Retail Engineering Actionable Insights 71

SurveySensum

OCTOBER 28, 2024

NPS is a legend in the world of CX KPIs. Product Development: Data-Driven Innovation You’ve just launched a highly anticipated feature, and then all of a sudden you have a tanked NPS. Some say it can reveal everything from customer loyalty to future revenue growth. Let Customer Feedback Lead Your Product Development with SurveySensum.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

PeopleMetrics

OCTOBER 25, 2017

If you’re not investing in CX, it’s very likely that your competitors are. The stage has been set – now let’s jump right into the top 12 Reasons to Invest More in Customer Experience (CX): 1. CX is not as fluffy as it may seem. The best CEM programs unify your entire enterprise around CX and the VoC.

CEM 122

CEM Customer Experience VOC Government 122

SurveySensum

JANUARY 16, 2025

In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. It is ideal for a business to create online surveys effectively and generate strategic analytics and insights.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Execs In The Know

APRIL 10, 2024

Our CX Insight magazine article, “ The Power of Listening: Leveraging Customer Feedback to Drive Brand Success ,” delves deep into why customer feedback matters and how it can be a game-changer for businesses aiming for growth and sustainability. Read and download the April issue of CX Insight magazine.

Customer Feedback 52

Customer Feedback Innovation Artificial Intelligence Social Media 52

1 to 1

DECEMBER 19, 2024

The customer experience (CX) landscape is constantly evolving with changing technologies, customer behaviors, challenges, and opportunities. As we head in 2025, here are 5 major trends that will reshape the way CX is delivered in the contact center. Theyre smarter, more predictive, and easier than ever to integrate into CX systems.

CX 26

CX Contact Center Customer Experience Sentiment Analysis 26

Execs In The Know

APRIL 29, 2022

Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience. To address the situation, many companies are looking at tools like Fin’s Work Insight Platform.

CX 98

CX Actionable Insights Touchpoint Technology 98

Execs In The Know

APRIL 14, 2022

Not only did the event bring together many of the best minds in customer experience (CX) — all for a much-needed moment of COMMUNITY, CONNECTION, and BALANCE — but the event also provided a ton of learnings and actionable insights for attendees to take back to their organizations. Key Takeaways. Key Takeaways.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Execs In The Know

JULY 7, 2024

In today’s fast-paced digital age, setting new CX standards for customer interactions is no longer a luxury—it’s a necessity. To thrive, businesses are getting serious about service excellence in CX, next-gen personalization, and automation. Don’t miss this opportunity to learn from one of the industry’s leading CX voices.

CX 52

CX Artificial Intelligence Machine Learning AI 52

Execs In The Know

NOVEMBER 30, 2024

As a customer experience (CX) leader, you’re navigating balancing the rapid adoption of AI with delivering human-centric experiences. The Foundations in AI for CX Certification Program , taking place April 2325, 2025, in Minneapolis, is your opportunity to take the reins. But with innovation comes complexity.

AI 52

AI CX Artificial Intelligence Actionable Insights 52

SurveySensum

FEBRUARY 1, 2024

But the real magic happens when we turn this product feedback into practical steps for innovation. How Customer Feedback Helps in Product Innovation Customer feedback means everything customers share after using a product or service. This cycle collects opinions, closes feedback loops , and uses insights to shape the overall strategy.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 52

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Several of Forsta’s customers are already benefitting from Lumoa’s AI-powered tools that help uncover new, actionable insights.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” In the realm of business communication, CX is not just a buzzword. It’s the cornerstone of progress. With booth no.

Omnichannel 52

Omnichannel CX Contact Center Sentiment Analysis 52

Callminer

FEBRUARY 27, 2019

Focus on gathering ‘actionable insights.’. Many companies face the issue of gathering lots of customer data but don’t know how to actually derive actionable, meaningful insights from it. To make sense of your customer data, getting actionable insights is essential. Don’t forget to assign program ownership.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

MattsenKumar

SEPTEMBER 21, 2023

It transforms how the company interacts with its customers, delivers valuable insights, and improves CX. The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend. Decoding Speech Analytics In its essence, Speech Analytics converts customer conversations into actionable insights.

CX 52

CX Non-Profits Artificial Intelligence Sentiment Analysis 52

Execs In The Know

SEPTEMBER 17, 2024

As businesses strive to meet the increasing demands of modern consumers, innovative technologies are emerging as game-changers. And we are seeing real evidence of the transformative impact of GenAI in the work we’re doing for our customers at Quiq through what we call customer-centric AI for CX. How powerful? Did you know?

Retail 52

Retail AI CX Gaming 52

Beyond Philosophy

JANUARY 24, 2018

Though usually left up to HRD, the fundamental premise of engagement has been that it is good for business – citing higher quality, greater efficiency, innovation, lower turnover, workplace camaraderie, and the like. Organizations need to have more actionable insight into what motivates employees.

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

Execs In The Know

AUGUST 12, 2024

Keeping up with current technological advancements in the ever-evolving world of CX is both a challenge and a necessity. This allows our technology team to analyze the results, and innovate solutions based on customer feedback. The post Using AI Sentiment Analysis to Personalize CX appeared first on Execs In The Know.

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

SurveySensum

FEBRUARY 13, 2025

Set a Realistic Goal Depending on the size or stage of your organization, the CXO, CMO, CPO, or CCO (whoever is leading the CX initiatives) will call for an executive meeting to involve other stakeholders together with the CEO. Thats why any CX program is driven by the top leadership and the CXO, CCO, or CMO drives it across the organization.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52