Steven Van Belleghem

MARCH 11, 2021

I decided to create the $CXM coin, a coin for the entire Customer Experience Management community. CXM, a community coin for the CXM professional. But I would love to open this up to the entire $CXM community to look for interesting use cases. Set up specific CXM communities where knowledge is shared.

CXM 98

CXM Sports Social Media Gaming 98

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The third sin is poor communication.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

eglobalis

FEBRUARY 13, 2025

Empathy in customer experience is essential, but businesses must follow through with actionable solutions that drive results and improve growth and client retention. Empathy has taken center stage in customer experience conversations for years, praised as the foundation for client trust and emotional connection.

Predictive Analytics 319

Predictive Analytics CX AI NPS 319

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

Sprinklr

OCTOBER 14, 2021

Customers may not always mention you by name, but they are constantly sharing feedback on dozens of social media and messaging channels. Social listening helps you reach across this feedback ecosystem for insights into customer experience (CX) and new opportunities for business value. Poor collaboration.

Social Listening 129

Social Listening CXM Customer Experience Artificial Intelligence 129

Sprinklr

SEPTEMBER 3, 2021

In today’s episode we look at the intersection of B2B and B2C, and how a truly unified customer experience can make your customers happier. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group.

CXM 69

CXM B2C B2B Customer Experience 69

Customer Think

FEBRUARY 1, 2024

In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM). As I write and talk about CX (Customer Experience), CS (Customer Service and Customer Success), and CXM, I continually realize there is still […]

CXM 113

CXM CX Customer Experience Customer Experience Management 113

ECXO

DECEMBER 20, 2023

Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation. A global authority on customer experience and transformation, Lior has catalyzed success for top brands worldwide. Customer Experience Strategy, among others. Who is Lior Arussy?

AI 207

AI CXM CX Innovation 207

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.

CX 258

CX CX Transformation B2B B2C 258

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Why do companies succeed? Follow the money.

CXM 118

CXM Customer Experience CX Customer Experience Management 118

ClearAction

SEPTEMBER 28, 2015

5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Yet, for customer experience (CX) managers in companies, these are the first things on their minds. Can this gap continue indefinitely?

CXM 105

CXM Customer Experience VOC Government 105

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? High-Touch in B2B Customer Experience. Trendy Customer Experience Management. Seeing the Full Picture.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Sprinklr

JULY 21, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. The post Episode #146: Imagine… Better Traction for Your Customer Experience appeared first on Sprinklr. Because so much is riding on your tires.

CXM 98

CXM Customer Experience CX Transformation CX 98

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score CX 136

Experience Investigators

DECEMBER 10, 2024

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint.

CX 52

CX Customer Experience Touchpoint CXM 52

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? For retailers, customer experience more than the store and the people.

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100

Sprinklr

AUGUST 2, 2021

Have we lost sight of why we’re focused on the customer experience in the first place? In today’s episode, Rob Harles and I take a walk in our customers’ shoes to discover how to make the customer experience human again. See all CXM Experience podcasts. See all CXM Experience podcasts.

CXM 97

CXM Customer Experience 97

Sprinklr

AUGUST 9, 2021

In this Adweek webinar, Danny Wright and I talk about the three fundamental shifts that are transforming customer expectations, and the steps you can take to make your customers happier. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group.

CXM 97

CXM Customer Experience Customer Expectations 97

ECXO

SEPTEMBER 6, 2023

Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. But can a Customer Data Platform truly enhance the customer experience?

Customer Experience 227

Customer Experience Omnichannel CX Innovation 227

Experience Investigators

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth.

Customer Experience Management 105

Customer Experience Management CXM CX Customer Experience 105

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Customer Experience 118

Customer Experience CXM Customer Experience Management Voice of the Customer 118

ClearAction

JANUARY 28, 2015

Exploring the Elusive ROI of Customer Experience Management. Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one. Who's Benefiting ?

Customer Experience Management 89

Customer Experience Management CXM Customer Experience Close the Loop 89

Doing CX Right

OCTOBER 29, 2020

Customer Experience Management (CXM) is not just a hot topic in small to big size companies but also at universities too. I had the opportunity to speak at Michigan State University CXM Best Practices Symposium. I shared practical customer experience takeaways and how to’s.

CXM 52

CXM Customer Experience Management CX Customer Feedback 52

Steven Van Belleghem

MARCH 12, 2021

CXM and $NEXX coin. These are the two coins we created to experiment with: $CXM: This is the coin I created. CXM stands for ‘customer experience management’. I would love to introduce this coin in the global customer experience community. Get rewards for your word-of-mouth.

CXM 98

CXM Customer Experience Sports Customer Experience Management 98

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. Live engagement sets customers at ease. Attention to Detail. Analytics are more important than ever.

Technology 376

Technology Technology E-commerce Contact Center 376

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? They’re important questions because customer scenarios differ in each case.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

Lumoa

MARCH 19, 2020

When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We'll share everything you should know about allocating and managing your customer experience program when times are tough.

CXM 90

CXM Customer Experience Customer Experience Management 90

Customer Think

NOVEMBER 8, 2022

Surya SS, Head of CXM -Tredence Inc & Praveen Satyanarayana, Director, CXM- Tredence Inc. Over the last few years, the Voice of Customer (VoC) has become essential to customer experience (CX).

VOC 118

VOC Net Promoter Score CXM NPS 118

ECXO

JANUARY 16, 2024

Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation. A global authority on customer experience and transformation, Lior has catalyzed success for top brands worldwide. Customer Experience Strategy, among others. Who is Lior Arussy?

AI 156

AI CXM CX Innovation 156

eglobalis

MAY 12, 2024

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.

Technology 459

Technology Technology AI CX 459

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 103

Customer Experience CXM Artificial Intelligence E-commerce 103

Lumoa

JULY 21, 2022

Therefore, leading networks need to focus heavily on the role of the customer journey and understand this model in order to consistently create a great experience. . We’ll also go over the role of the customer experience in European telecom and how this variable affects the perception of consumers in this segment. .

Customer Experience 88

Customer Experience CXM CEM Net Promoter Score 88

eglobalis

NOVEMBER 8, 2023

How to create better business outcomes through CX design , customer experience design The post How to create better business outcomes through CX design appeared first on Eglobalis.

CX 474

CX Customer Experience Artificial Intelligence CXM 474

Sprinklr

JULY 7, 2021

Today we talk about the importance of managing wait times, and dig into past, present, and future online strategies that can improve the customer experience. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group.

CXM 98

CXM Customer Experience 98

ClearAction

OCTOBER 20, 2015

Customer Experience for the Future: Context is King. Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” Context is one of five success factors described in my recent article, Customer Experience for the Future: 5 Keys.

CXM 83

CXM Customer Experience Social Media Manufacturing 83

Sprinklr

JULY 16, 2021

We start the series with a look at hotels, and some imaginative ways they could completely transform the customer experience. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group.

CXM 97

CXM CX Customer Experience 97