Beyond Philosophy

APRIL 17, 2015

For more important Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. The post Improving Your CX One Employee at a Time appeared first on. Please click here to learn more. Follow Colin Shaw on Twitter @ColinShaw_CX.

VOE 148

VOE VOC CX CEM 148

PeopleMetrics

OCTOBER 25, 2017

Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 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. Billion in 2016 USD 13.18

CEM 122

CEM Customer Experience VOC Government 122

LitmusWorld

SEPTEMBER 13, 2021

CRM vs CEM – Why using only CRM platforms can kill your CX programme Customer Relationship Management (CRM) and Customer Experience Management (CEM) may sound like they both serve the same purpose – both deal Read more… Why using only CRM platforms can kill CX appeared on LitmusWorld.

CRM 85

CRM CEM CX Customer Relationship Management 85

eglobalis

SEPTEMBER 19, 2024

A disengaged workforce can stall even the best-laid transformation plans, whereas motivated employees can propel companies to achieve not only operational goals but also enhanced customer experiences (CX). Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 299

Customer Experience Innovation CX Customer Satisfaction 299

Experience Investigators

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

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

ECXO

MAY 20, 2024

posts header on ECXO Uncork the full potential of your business with customer segmentation and provide tailor-made CX We have discussed before the importance of a solid Customer Success team for a successful Customer Experience strategy in the business.

CX 177

CX Customer Retention Customer Satisfaction Gaming 177

Beyond Philosophy

APRIL 7, 2016

We know that improving the CX does pay dividends. CX Professional: Nothing. Join Beyond Philosophy for the Certified Advanced CEM Training. The post CX Is Hitting A Brick Wall appeared first on Beyond Philosophy | CX Consultants | Customer Experience. But the ASCI continues to drop. The answer is YES!

Net Promoter Score 113

Net Promoter Score CX CEM Customer Satisfaction 113

ECXO

APRIL 14, 2023

Become an Open Access CX Professional Business Network member: [link] Check us out here: [link] Subscribe to our Webinar: [link] Learn from the outstanding global companies, SAS, Oracle, and a small growing Finnish startup called @Lumoa, which is also doing a great job in CX. Who are our panelists?

B2B 156

B2B CX Innovation Customer Experience 156

Lumoa

SEPTEMBER 8, 2021

The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings. Measure CX without Surveys Online and email surveys, at best, have a response rate of 30%. 6 Customer Experience Skills That You Should Know About 1.

Customer Experience Management 78

Customer Experience Management CEM Customer Experience CX 78

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. How Does CEM Software Helps your Business? Which Are the Key CEM Software Metrics?

CEM 40

CEM Net Promoter Score CRM Voice of the Customer 40

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. How Does CEM Software Helps your Business? Which Are the Key CEM Software Metrics?

CEM 40

CEM Net Promoter Score CRM Voice of the Customer 40

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. So any change in CX must include and address the Customer centricity of the organization.

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. For a growing number of B2B companies, the pathway to growth will be through CEM. Many B2C CX practices have become universal. All the people, who receive advanced personalized customer treatment, come to work and.

B2B 113

B2B CEM B2C Customer Experience 113

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues. Let this post today end this ridiculous debate with a resounding, “ Yes! ”.

Net Promoter Score 164

Net Promoter Score Customer Experience CEM NPS 164

Beyond Philosophy

AUGUST 4, 2015

The post The Role of CX in a Sales Culture appeared first on. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Sales 159

Sales Net Promoter Score CX Customer Satisfaction 159

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. I’m often asked about customer experience conferences: What’s out there? Where am I speaking ?

CEM 97

CEM CX Contact Center Customer Loyalty 97

CX Journey

JANUARY 31, 2018

Image courtesy of Pixabay Change. It's inevitable. And it's hard. Many - as high as 70% of - change initiatives fail. But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change. You know that it will take a Herculean effort.

CEM 65

CEM Government Customer Experience Management Start-ups 65

Lumoa

MARCH 20, 2018

Learn More about the role of AI in CX. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Beyond Philosophy

APRIL 18, 2016

Have You Done These 3 Things to Improve Your CX? Join Beyond Philosophy for the Certified Advanced CEM Training. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This….

Net Promoter Score 112

Net Promoter Score NPS CEM B2B 112

PeopleMetrics

MARCH 30, 2017

VoC or CEM, is continuous feedback from customers either during or after an experience. So, these CX operators need to have the results of the customer feedback delivered to them in a way they can understand and in a manner that they can take action on the feedback … NOW!

VOC 105

VOC CEM Voice of the Customer Customer Feedback 105

Beyond Philosophy

MARCH 21, 2016

To improve your experience join our Certified Foundation CEM Training Course starting on April 8th. The post Your Secret Weapon for Hiring the Best Talent in 2016 appeared first on Beyond Philosophy | CX Consultants | Customer Experience. In other words, you want Generation Z to give you an A+ when it comes to employee experience.

Social Media 113

Social Media CEM Start-ups Customer Experience 113

Beyond Philosophy

APRIL 4, 2016

To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. If you enjoyed this post, you might be interested in the following blogs: Is Leadership Really on Board with Your CX Agenda? LinkedIn followers get a special $225 discount by using LinkedIn225 code.

CEM 113

CEM Start-ups CX Customer Experience 113

Beyond Philosophy

MARCH 29, 2016

To make your Customers and employees smile more improve your Customer Experience by signing up for our Certified Foundation CEM Training starting on April 8th. The post How to Win Customers’ Trust Without Spending a Dime appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Does it affect your buying decisions?

CEM 113

CEM Start-ups Retail Gaming 113

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Lumoa

JULY 21, 2022

Finally, we’ll share general steps to improve CX within your organization and discuss what the future holds for the telco customer journey in Europe. Before delving any deeper, let’s take a moment to define telecom customer experience management (CEM or CXM) and how brands in this industry have historically performed.

Customer Experience 88

Customer Experience CXM CEM Net Promoter Score 88

CX Journey

SEPTEMBER 16, 2014

Reputation management is an important tool in our customer experience management (CEM) coffer, but I''ve heard some companies say it''s the only tool they need to listen and to improve the customer experience. It is not a strategy on its own that supersedes an overall, umbrella CEM strategy. What''s the point of this post?

Customer Experience Management 65

Customer Experience Management CEM Customer Experience Social Media 65

CX Journey

NOVEMBER 30, 2016

There is a real need to have such a centralized system to (a) map the customer journey, being sure to call out communications along the way, and (b) ensure all communications, regardless of medium, deliver a seamless brand experience for the customer.

CEM 64

CEM Invoicing Customer Journey Map CX 64

Intercom

JULY 26, 2022

C ustomer experience (CX), or consumer experience, is the result of every interaction or touchpoint a customer has with your brand – both with your people and your products. . Think of CX as each moment of engagement along the customer journey. What is customer experience management? These strategies can include: .

Customer Experience 69

Customer Experience CX Omnichannel Touchpoint 69

Beyond Philosophy

MARCH 28, 2016

To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. The post Stop Making These Mistakes with Your Customer Experience appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Are you one of them?

Customer Experience 113

Customer Experience Gambling CEM Start-ups 113

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. IQPC’s CEM in Telecoms Global Summit. IQPC’s CX Exchange Telecoms.

CEM 48

CEM CX Contact Center Retail 48

Kerry Bodine

JANUARY 13, 2016

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. CEM in Telecoms. Walker B-to-B CX Summit. Where am I speaking ? May 3 – 4, 2016.

CEM 48

CEM CX Contact Center Customer Loyalty 48

eglobalis

MARCH 2, 2021

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.

Customer Experience 446

Customer Experience Innovation CEM Customer Relationship 446

Beyond Philosophy

APRIL 7, 2016

We know that improving the CX does pay dividends. CX Professional: Nothing. Join Beyond Philosophy for the Certified Advanced CEM Training. The post CX Is Hitting A Brick Wall appeared first on Beyond Philosophy | CX Consultants | Customer Experience. But the ASCI continues to drop. The answer is YES!

Net Promoter Score 60

Net Promoter Score CX CEM Customer Satisfaction 60

Beyond Philosophy

APRIL 13, 2016

Join Beyond Philosophy for the Certified Advanced CEM Training. The post Hypocrisy revealed of major US company appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Make sure you know the true meaning of Customer Experience and help move your company to the next level.

CEM 113

CEM Retail Start-ups Customer Experience 113

PeopleMetrics

FEBRUARY 13, 2018

The lesson here for CX professionals is that if you have a service, product or process that is easy and your customers love, think long and hard before changing it. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. What can we learn from this?

CEM 66

CEM Business Administration Machine Learning CX 66