CX Journey

SEPTEMBER 5, 2017

A CX transformation is a lot of heavy lifting! How do we reduce the effort for CX professionals? Are there any tools that you use regularly to streamline or simplify any part of the CX transformation work you do? Think about your CX transformation. This chat is informative and educational.

CX 45

CX CX Transformation Education Start-ups 45

CX Journey

APRIL 24, 2015

It's about baby steps, persistence, building your case, education, and more. Transforming the organization is even more challenging, but it's certainly a precursor to transforming the customer experience. It's not something that happens overnight. it's a journey. And it takes a special kind of person/team to make it happen.

CX 69

CX CX Transformation Education Customer Experience 69

CX Journey

FEBRUARY 8, 2017

Image courtesy of Steve Bowbrick What do the first 90 days on the job look for a brand new CXO or VP of CX? Yesterday, I had the pleasure of co-keynoting GMC Software's CX Transformation Day virtual event with Scott Draeger of GMC Software. If you missed our conversation, you can f ind it on their site. Let me expand a bit.

Education 50

Education CX Transformation Government CX 50

SurveySensum

JULY 14, 2020

Additionally, she is an Adjunct Faculty at the Rutgers executive education MBA program, Contributor of the Forbes, Harvard Business Review and Hemispheres Magazine, and Host of the podcast The Modern Customer Podcast and The Be Your Own Boss. LinkedIn : [link]. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Customer Bliss

MAY 31, 2018

Antonio’s previous experience showed him that companies in B2B tech fields don’t often think about CX. Now, as a CX leader at Linde Group Italy, he has the support he needs to lead and implement a CX transformation, per the company’s new focus. Improving Customers’ Lives is Meaningful.

B2B 42

B2B CX CX Transformation Government 42

Customer Bliss

JANUARY 4, 2019

#CustomerExperience #CX Click To Tweet. Lastly, Alan shared some advice regarding resources that help him work more efficiently in terms of implementing the CX transformation. Improve Your Project Management Skills. Alan mentioned that his project management skills are what really allows him to maintain momentum on the projects.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

Customer Bliss

OCTOBER 17, 2017

Educating customers and front-line employees on self-service. They ran a trial market in Portland, Oregon and some tests of SMS communication. They were kicking tires on their products and how they come together and customers interact with them. How does the control get into the customers’ hands? Automation.

Customer Experience 23

Customer Experience Net Promoter Score NPS CX 23

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

JULY 21, 2017

Were you volun-told into a CX role? Were you asked to "do CX" because it's now the topic du jour? You can't just "do CX." Transforming the customer experience is much more complex than that simplified command. Transforming the customer experience requires a culture shift, a mindset shift, a behavioral shift.

CX Transformation 43

CX Transformation CX Education Customer Experience 43

ClearAction

MAY 18, 2017

and continuing VoC education (certifications, conferences, etc.). Tweaks to VoC business-as-usual (the list in the opening paragraph above) are not likely to be enough to transform your VoC into a CX Transformer (truly transforming CX, ROI, and business growth).

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

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 It starts inside the business - communicate, communicate, communicate and educate, educate, educate.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Lumoa

MARCH 20, 2018

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 107

Net Promoter Score Customer Experience CEM B2C 107

PeopleMetrics

NOVEMBER 1, 2022

Improving your bank’s CX is necessary for staying competitive, as reports show that 70% of financial service companies are investing in CX transformation. Financial organizations that have completed a CX project have seen noted improvements in their customer ratings and revenue.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

Lumoa

MARCH 20, 2018

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 60

Net Promoter Score Customer Experience CEM B2C 60