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

MARCH 15, 2024

The seventh and final sin is not measuring customer satisfaction as well as other KPIs that reflect the customer’s health and life with the brand, along not having a VoC program means missing out on valuable insights. Fighting Each One of the Sins Poor Customer Retention: Implement a customer feedback loop.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

eglobalis

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? In one instance, after receiving feedback on improving the user experience, SAP implemented changes that benefited a wide range of clients, increasing customer satisfaction across Europe.

Customer Feedback 530

Customer Feedback Compliance Innovation B2B 530

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ClearAction

OCTOBER 25, 2022

Great news: it is less expensive than what you are doing now in CXM. Your organization’s scores reveal your customer experience maturity: Mobilize CXM, Operationalize CXM, Align CXM, Embed CXM. Apply: how managers apply CX insights indicates your Align CXM and Embed CXM maturity levels.

CXM 71

CXM CX Sports Customer Experience Management 71

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand.

Customer Experience 103

Customer Experience CXM Artificial Intelligence E-commerce 103

ClearAction

AUGUST 21, 2016

Using this analogy, here’s a picture of organizational adoption of customer experience excellence from Applied Materials, where I led transformation as Voice of Customer Manager, Customer Satisfaction Improvement Manager, Head of Corporate Quality, and Director of Marketing: Let’s talk about that engine.

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54