ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Equally important is visible sponsorship.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

MARCH 11, 2025

B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Below is a step-by-step approach.

B2B 310

B2B CX CX Transformation Net Promoter Score 310

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

CX 253

CX CX Transformation B2B B2C 253

CX Accelerator

NOVEMBER 11, 2022

Empathy – the ability to put yourself in another person’s shoes – is a necessary trait for CX Designers. PROJECT/PROGRAM MANAGEMENT When it comes time to turn your CX-transforming initiatives from theory into reality, a project manager will be required. The first person we would hire would be the Head of CX.

CX 307

CX Customer Journey Map CX Transformation Government 307

Futurelab

MARCH 20, 2022

The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Their findings are presented in The 2022 State of CX Report. There are a lot of foundational elements that should be in place for the success of the transformation, including establishing a governance structure.

CX 130

CX CX Transformation Government Start-ups 130

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. A talent shortage will be evident.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167