CX Journey

OCTOBER 28, 2014

A solid foundation for any customer experience management effort must include a governance structure. Let''s start with what it is. This is an important foundation for your customer experience management strategy. You really can''t make this stuff up as you go along; there needs to be a formal structure in place.

Government 62

Government Customer Experience Maturity Model CX Customer Experience Management 62

ClearAction

FEBRUARY 27, 2017

Instead, present sentiment in terms of customer lifetime value, or at least as a percentage of current revenue or profit. Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort.

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

ClearAction

FEBRUARY 27, 2017

Instead, present sentiment in terms of customer lifetime value, or at least as a percentage of current revenue or profit. Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort.

VOC 54

VOC CXM Customer Experience Maturity Model Start-ups 54