Experience Investigators

DECEMBER 10, 2024

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. Customer journey mapping is a crucial process to identify your customer touchpoints.

CX 52

CX Customer Experience Touchpoint CXM 52

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. You may have been happy because your customers felt satisfied with their experience. But no more.This is our time for a CX Revolution! Why only three?

CXM 97

CXM CX Customer Journey Map Sports 97

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences.

CX 97

CX CXM Customer Journey Map Education 97

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

JULY 21, 2022

Finally, we’ll share general steps to improve CX within your organization and discuss what the future holds for the telco customer journey in Europe. Telecom Customer Journey and Experience Management Explained. It’s important to note that CSAT alone doesn’t provide a complete picture of your customer satisfaction.

Customer Experience 88

Customer Experience CXM CEM Net Promoter Score 88

ClearAction

SEPTEMBER 25, 2022

Customer Service is not covered much in the CCXP, because CS is a subset of CX Improvement & Design. On the other hand, your CXM strategy can generate millions in savings and revenue without some of the CCXP emphasis areas. These include NPS, Net Promoter System, and customer journey mapping.

VOC 62

VOC CXM Customer Journey Map CX 62