CX Journey

AUGUST 13, 2015

Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." The map is a catalyst for your CX transformation – and identifying those points is critical to doing that.

Touchpoint 74

Touchpoint Customer Journey Map CX Transformation Voice of the Customer 74

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks?

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

Customer Bliss

MARCH 8, 2018

In this episode, Charlotte and I talk about how she united the C-Suite and other departments within Sure International to implement a customer experience program, and how her background in customer service and experience helped her be the transformative leader she is today. CX Click To Tweet.

Customer Experience 40

Customer Experience Customer Journey Map Net Promoter Score CX 40

Qualtrics

FEBRUARY 21, 2020

In the decade since the financial crisis brought widespread attention to how the banking industry treated its customers, many banks have made customer experience (CX) transformation a strategic priority. Within banking, we looked at 5,500 consumers who evaluated their experiences with 15 large banks.

Customer Experience 36

Customer Experience Contact Center Customer Journey Map CX Transformation 36

Customer Bliss

JUNE 28, 2019

As a CCO at a startup, how do you assess the work that needs to be done to begin the CX transformation? In today’s episode, we’re revisiting conversations with two CCOs who have implemented CX programs from the ground up: Chelsie Rae Lee of SnackNation and Allison Pickens of Gainsight. Create a 90-Day Plan.

CX 68

CX CX Transformation Customer Experience Customer Journey Map 68

1 to 1

DECEMBER 13, 2021

Are we keeping our CX vows to customers and employees? Your brand is your promise to your customers, it’s a pledge to deliver exceptional customer experience. Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace.

CX 26

CX Customer Journey Map Customer Retention VOC 26