Experience Investigators

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

ClearAction

OCTOBER 25, 2022

What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors. How can customer experience management achieve this? In fact, technology deployment requires full-time management. How is value maximized? Learn More.

CXM 71

CXM CX Sports Customer Experience Management 71

ClearAction

APRIL 3, 2015

Many customer experience excellence endeavors in companies begin with a survey, service training, customer engagement campaign, CRM technology or similar program. Customer Experience Governance: Do This, Not That. Improve Customer Experience by Eliminating Customer-Focus Boundaries.

Customer Experience 121

Customer Experience VOE Government Scorecard 121

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. ” Breaking Down Silos for Customer Experience Management.

Customer Experience 63

Customer Experience Sports Government CXM 63

ClearAction

AUGUST 16, 2016

This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). Keep up-to-date through the ClearAction newsletter: Related articles: Are You a Customer Experience Action Hero? 3 Types of Customer Experience Action Essential to ROI.

CXM 67

CXM Customer Experience VOC Sports 67

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Despite the allure of technologies , carpenters still need their toolkit: drill, hammer, saw, wrench, level, and so forth. Then say it.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

MAY 16, 2016

Marketing Maturity Mobilizes Customer Experience Mojo. In sports skills , maturity matters because it puts your game at the top echelon of competition. Marketing sets expectations for customers, it’s the face of the company in numerous situations, and it drives customer engagement and repurchase.

Customer Experience 54

Customer Experience Sports Predictive Analytics Social Media 54

ClearAction

APRIL 18, 2015

Employee engagement is vital to CX because (1) technology, surveys, and intelligence are only as valuable as the actions that they inspire and enable, and (2) customer experience is shaped by the ripple effect of each department across the company. Customer Experience Governance: Do This, Not That.

Customer Experience 96

Customer Experience Social Media CX Scorecard 96

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Ironically, in our quest to improve customers’ end-to-end journey with our brands we’re introducing numerous CXM silos.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Sprinklr

OCTOBER 20, 2021

Your social suites strategy can easily become disconnected by data silos and point solutions, with different teams engaging with customers in different ways. Unique AI capabilities: does the technology have AI capabilities built for unstructured data, such as anomaly and trend detection, predictive analytics, and industry-specific AI models?

Social Media 85

Social Media CXM Unstructured Data Social Listening 85

Qualtrics

APRIL 14, 2021

Matt Inman, Global Director of Customer Experience at Johnson Controls. Johnson Controls supplies technology, services, and infrastructure required for buildings to operate at peak performance and efficiency. The company’s 100 brands support structures ranging from schools to sports arenas. Digital Realty.

B2B 26

B2B Close the Loop CX B2C 26