ECXO

MAY 11, 2023

In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. They know that CX maturity is not an end game. But, as we discussed in a recent post, there is still work to do in Europe to improve CX maturity and transition to customer-centric models.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Experience Investigators

OCTOBER 17, 2023

A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience program. Customer experience (CX) has become a critical factor in the success of businesses worldwide. WHY are we collecting feedback ?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 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

Lumoa

MAY 19, 2020

While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority. A study by Acquia found that while 82% of marketers feel that they deliver a positive customer experience, only 10% of customers agree with that sentiment. Explore options. Present your case.

CX 97

CX CX Transformation Customer Experience Start-ups 97

Customers That Stick

NOVEMBER 10, 2014

Note: For another perspective, check out our post Customer Before Employee, Employee Over Customer.). 5 Reasons Why Customer Feedback Matters More Than Ever - The best way to understand the customer’s perception is to ask them. - This article explains why the answer needs to be both. Someone Was Listening.

Omnichannel 147

Omnichannel Construction CX Transformation Customer Service 147

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

The energy at the Customer Response Summit (CRS) in Clearwater Beach, FL, was unmistakable. Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Leaders walked into sessions with big questions: How do we ensure AI doesnt erode customer trust? The takeaway?

CX 64

CX AI CX Transformation Artificial Intelligence 64

Lumoa

MAY 21, 2018

Luckily top management and CEO now understand more often that customer experience is rather a necessity than a cost. However, the back-office functions, like HR or Finance are involved into CX very seldom. Organizational roles in customer experience management. State of CX Management by Temkin. That's fair.

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

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

OCTOBER 17, 2018

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO. CustomerExperience #CX Click To Tweet.

CX 52

CX CX Transformation Gaming Start-ups 52

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

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. During your #CX implementation, celebrate others who've contributed to the success of the program.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

Customer Bliss

JANUARY 12, 2018

Christine solves for how services and experiences can improve customers’ lives, and how the Australia Post can not only anticipate – but deliver and go further than customer expectations. A big CX undertaking for Christine was a “Deliveries That Make you Smile” project. Bind Your Team Together.

Customer Experience 66

Customer Experience Finance CX Transformation CX 66

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. LinkedIn : [link] /. Website : [link].

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

Customer Bliss

DECEMBER 14, 2018

Today’s episode, which many of you seemed to enjoy, features Amanda Sachs , General Manager, Customer & Partner Experience at Microsoft. This focus on the customer first has really taken things to a new level for the organization, “to a level of maturity that’s well beyond what we ever could’ve done in the past.

CX 48

CX Voice of the Customer CX Transformation Engineering 48

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. Want to know more? Subscribe today right here.

Artificial Intelligence 78

Artificial Intelligence Sales CX CX Transformation 78

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? Check it out.

VOC 38

VOC CX Transformation Voice of the Customer Customer Feedback 38

ClearAction

MAY 18, 2017

Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence? 5) Empower yourself.

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

Lumoa

MAY 21, 2018

Luckily also the top management and the CEO now understand more often that customer experience is rather a necessity than a cost. However, the back-office functions, like HR or Finance are very seldom involved in CX. Organizational roles in customer experience management. State of CX Management by Temkin. That's fair.

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

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

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

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. Kathy Tobiasen, VP of CX @NaturesBounty Click To Tweet.

Customer Journey Map 71

Customer Journey Map Customer Retention CX Transformation Customer Feedback 71

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. We found that banks are: Delivering above-average CX. Originally published on Forbes.

Customer Experience 36

Customer Experience Contact Center Customer Journey Map CX Transformation 36

Customer Bliss

MARCH 8, 2018

Starting off at British Telecom , she was in a role where she was talking to customers on the phone daily. This process of always being engaged with the customer slowly trained her to become the CX leader that she is now; Charlotte places high value on listening to the customer. CX Click To Tweet.

Customer Experience 40

Customer Experience Customer Journey Map Net Promoter Score CX 40

InteractionMetrics

MARCH 20, 2025

Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. What Is CX Software? But really, its the engine that drives improvements in the customer experience.

CX 52

CX Social Media Contact Center AI 52