ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Customer Think

MAY 8, 2023

Chief Customer Officer strategy varies widely, with a mix of defense and offense playbooks. Defensive plays in customer experience management (CXM) are in Service, Loyalty programs, Net Promoter System, and closed-loop Voice of the Customer (VoC).

CXM 78

CXM Data Mining VOC Education 78

Beyond Philosophy

OCTOBER 14, 2014

At the same time that concerns about the safety of our data exist, we see great new applications of data mining that make our lives better. Netflix and Amazon continue to perfect their suggestions to suit the interests and previous selections by their customer, creating value to their loyal customers.

Net Promoter Score 102

Net Promoter Score Data Mining CEM Customer Retention 102

Customer Experience Matrix

MARCH 29, 2010

The company was founded in 1996 to offer K.wiz data mining software and had reached pretty much its current form by the early 2000’s. This approach uses an “Intelligent Enterprise Server” to connect company touchpoints and data sources to thinkAnalytics’ data mining, recommendations and business rules engines.

Data Mining 75

Data Mining Engineering Touchpoint Start-ups 75

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Lynn Hunsaker.

CRM 66

CRM CEM Non-Profits Customer Experience 66

ClearAction

JUNE 25, 2023

My article this year, 23 Customer Experiences Practices You Should Stop in 2023 , is an eye-opener to what we should NOT perpetuate. Artificial intelligence (AI) is a top topic in customer experience management. Ask the customer’s way, and report the manager’s way.

Artificial Intelligence 62

Artificial Intelligence CXM CX Data Mining 62

ClearAction

MAY 14, 2024

Yes, you know a lot from tone of voice and phrases used by the customer. Use real-time data-mining for staff coaching and aggregate data-mining for finding patterns for root cause analysis and permanent resolution. Technology allows you to data-mine videos, audio, pictures, sketches, and text.

VOC 48

VOC Data Mining Finance Touchpoint 48