eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Despite these hurdles, the payoff of successful CX transformation is immense.

CX 234

CX CX Transformation B2B B2C 234

eglobalis

NOVEMBER 3, 2024

Measure What Matters and Getting Clarity Traditional metrics often fall short in fully capturing the effectiveness of personalized CX strategies. These companies have proven that the journey to CX transformation is ongoing and requires continuous learning, feedback loops, and an unwavering commitment to customer understanding.

CX 515

CX B2B Innovation Sentiment Analysis 515

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

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

Customer Bliss

OCTOBER 17, 2017

Educating customers and front-line employees on self-service. Some good discussion throughout about Net Promoter Score (NPS) and why Comcast adopted it wholeheartedly. They ran a trial market in Portland, Oregon and some tests of SMS communication. How does the control get into the customers’ hands? Automation.

Customer Experience 23

Customer Experience Net Promoter Score NPS CX 23

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

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