ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Equally important is visible sponsorship.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

MARCH 11, 2025

B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Below is a step-by-step approach.

B2B 310

B2B CX CX Transformation Net Promoter Score 310

CX Accelerator

NOVEMBER 11, 2022

The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: 6 Sources of Customer Understanding by CXpert. CUSTOMER JOURNEY MAPPING Being able to map customer journeys with your organization is a skillset unto itself.

CX 307

CX Customer Journey Map CX Transformation Government 307

ECXO

MAY 11, 2023

Define a customer-centric vision and strategy – develop a clear vision and strategy that outlines the company’s goals and objectives for improving customer experience. Leading by example – Ericsson and DHL These steps above are crucial to make a success of your CX transformation. Take Ericsson, for example.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

CX Journey

AUGUST 13, 2015

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation.

Touchpoint 74

Touchpoint Customer Journey Map CX Transformation Voice of the Customer 74

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. 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