CX Network

SEPTEMBER 9, 2021

Winner of Best CX Transformation at the CX Elite Awards 2021, Allianz, on how to successfully execute CX transformation.

VOC 52

VOC Customer Feedback CX Transformation CX 52

Execs In The Know

MARCH 10, 2025

How to scale artificial intelligence (AI) without losing the human touch, how to build resilient service models, and how to drive meaningful CX transformation in a rapidly shifting market. CX’s success depends on embedding customer feedback into every layer of the business, from frontline operations to executive decision-making.

CX 94

CX AI CX Transformation Artificial Intelligence 94

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Experience Investigators

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. WHY are we collecting feedback ? Executives want to see a clear link between CX initiatives and financial goals.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Lumoa

MAY 21, 2018

In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights. Marketing needs to ensure that the customer feedback and insights are utilized across the whole organization, but at the same time its role is not limited to "traditional CX activities".

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

Execs In The Know

MARCH 10, 2025

How to scale artificial intelligence (AI) without losing the human touch, how to build resilient service models, and how to drive meaningful CX transformation in a rapidly shifting market. CX’s success depends on embedding customer feedback into every layer of the business, from frontline operations to executive decision-making.

CX 64

CX AI CX Transformation Artificial Intelligence 64

CX Journey

AUGUST 13, 2015

We also need to make sure we capture what the customer is thinking and feeling, and he is the only one that can tell us that. The map is a catalyst for your CX transformation – and identifying those points is critical to doing that. You can even add metrics, e.g., customer effort score, to a touchpoint, which is my fourth point.

Touchpoint 74

Touchpoint Customer Journey Map CX Transformation Voice of the Customer 74

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Customer Bliss

DECEMBER 12, 2017

By understanding the CEO’s appetite for speed and investment, you can take this momentous #CX transformation and break it down into smaller tasks and projects with people who have passion and advocate for its success. What other common CX transformations have you noticed? Click To Tweet.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

Customer Bliss

JANUARY 12, 2018

From seeing how parcel was delivered, to listening on customer contact calls, speaking to postal staff and drivers – Christine and this cross-function team were able to better understand and decide priorities based on observation and customer feedback. . Bind Your Team Together.

Customer Experience 66

Customer Experience Finance CX Transformation CX 66

Customer Bliss

OCTOBER 17, 2018

He started by methodically gathering customer feedback that he could share with the C-Suite. While gauging her CEO’s expectations, Isabella also ensured that her CEO understood that the CX transformation would not be a one year job — but he was patient and gave her the time she needed.

CX 52

CX CX Transformation Gaming Start-ups 52

Lumoa

MAY 19, 2020

Without a CX strategy, Hart says that CX professionals often chase one customer fire after another. “A A CX strategy brings order to this chaos by introducing purposeful planning,” Hart continues. Address the difference between customer expectations and what you actually provide.

CX 97

CX CX Transformation Customer Experience Start-ups 97

CX Journey

SEPTEMBER 7, 2017

Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer. Image courtesy of Pixabay Do you know the top three secrets of VoC success?

VOC 38

VOC CX Transformation Voice of the Customer Customer Feedback 38

ClearAction

MAY 18, 2017

Investment in VoC can be staggering: several full-time employees to manage it all, subscription to a customer feedback management system for several hundred thousand dollars, analytics subscriptions (text, voice, predictive, social media, loyalty driver uplift, etc.), and continuing VoC education (certifications, conferences, etc.).

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

VOZIQ

JULY 4, 2022

You Are Missing Out on Customer Feedback, And It’s on You. Customers are reaching out with an expectation. Every time a customer gives feedback, they expect companies to take action on them, pick up on clues they are providing, and most of all, acknowledge their feedback.

CX Transformation 40

CX Transformation Customer Loyalty Customer Retention Customer Feedback 40

VOZIQ

JULY 4, 2022

You Are Missing Out on Customer Feedback, And It’s on You. Customers are reaching out with an expectation. Every time a customer gives feedback, they expect companies to take action on them, pick up on clues they are providing, and most of all, acknowledge their feedback.

CX Transformation 40

CX Transformation Customer Loyalty Customer Retention Customer Feedback 40

InteractionMetrics

MARCH 20, 2025

CRM (customer relationship management): Primarily focuses on managing customer experience from a sales or support angletracking leads, storing customer data, and logging customer communication for future reference. Its more about optimizing experiences and customer loyalty than organizing contact info and sales pipelines.

CX 52

CX Social Media Contact Center AI 52

Beyond Philosophy

DECEMBER 16, 2021

I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. So, we invited Hussein Dajani, General Manager – Digital and CX Transformation, Nissan Motor Company , to be our guest on a recent podcast.

Artificial Intelligence 78

Artificial Intelligence Sales CX CX Transformation 78

Lumoa

MAY 21, 2018

In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights. Marketing needs to ensure that the customer feedback and insights are utilized across the whole organization, but at the same time its role is not limited to "traditional CX activities".

Customer Experience 60

Customer Experience Invoicing Finance Net Promoter Score 60

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Customer Bliss

SEPTEMBER 13, 2018

Kathy has mapped three different journeys to better understand how customer onboarding, win-back strategies, and loyalty programs impact the business and the customer’s journey. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs.

Customer Journey Map 71

Customer Journey Map Customer Retention CX Transformation Customer Feedback 71

Customer Bliss

DECEMBER 14, 2018

It was extremely important for her to be able to speak on behalf of the customer and partners, so she could understand what was and wasn’t working, and communicate that back to her team. You need to understand the culture in which your business is operating and how customers and business partners receive you.

CX 48

CX Voice of the Customer CX Transformation Engineering 48

PeopleMetrics

NOVEMBER 1, 2022

Why does customer experience in banking matter? Improving your bank’s CX is necessary for staying competitive, as reports show that 70% of financial service companies are investing in CX transformation. The CX team could then present this specific scenario to leadership and explain how CX strategies drove the solution.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

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. Originally published on Forbes.

Customer Experience 36

Customer Experience Contact Center Customer Journey Map CX Transformation 36

Customer Bliss

MARCH 8, 2018

She mentioned that this process helped make the C-Suite more aware of what type of work was happening on the front line; they also had feedback about how things could be changed. The product team and marketing department were also positively affected by the CX transformation.

Customer Experience 40

Customer Experience Customer Journey Map Net Promoter Score CX 40

SurveySensum

JULY 14, 2020

He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. Jaakko Männistö – Head Coach at CX Academy. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX So, what should we expect in the nearest future?

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60