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APRIL 10, 2025

Read full version here: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

Kerry Bodine

FEBRUARY 25, 2021

CX Transformation For Hearing Care by Smart Design in the USA. Transforming Workers’ Compensation Service Experiences: Moving From Fax To Future Proofed Services by the Workplace Safety And Insurance Board in Canada. Design In A Crisis: Rescuing The Pay Experience For Federal Government Employees by PWC in Canada.

Non-Profits 71

Non-Profits CX Transformation Government Engineering 71

Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. 3-Stage Approach to A New CX Transformation. The secret sauce of a successful CX transformation is to have internal engagement.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Customer Bliss

SEPTEMBER 27, 2018

In today’s episode, Lucy and I talk about how they define customer success and customer experience at Genesys and how she’s been leading the CX transformation in the organization. Lucy and her team looked at pricing and governance to see how these aspects may affect long-term contract maintenance.

CX 89

CX CX Transformation Government Management Consulting 89

CX Journey

MAY 29, 2018

That's only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient's third virtual CX Transformation Day. The core vs. the edge when starting a digital transformation pilot program. The concept of the "Enterprise Startup." Walt Disney.

Customer Experience 50

Customer Experience CX Transformation Legal Government 50

CX Journey

OCTOBER 5, 2015

In wa lks the CX professional to recommend a different approach that turns these efforts into a solid b u siness case that then garners CEO and organization-wide commitment. CX Vision Strategy Go vernance structure. Speaking of organization-wide commitment, need some ideas for getting employee buy-in , too? pretty much in that order.

CX Transformation 68

CX Transformation Government CX Start-ups 68

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

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

CX Journey

JANUARY 30, 2019

A governance structure that outlines not only the people involved in the transformation but also their roles and responsibilities as wells as rules and guidelines on how they'll execute the various components of the strategy (think change agents and change management). The Core At the core of your CX transformation is the vision.

Customer Experience 60

Customer Experience Close the Loop CX Transformation Government 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

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.

Education 50

Education CX Transformation Government CX 50

SurveySensum

JULY 14, 2020

He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. Kaye Chapman – Learning & Development Manager at Comm100 and CX Accelerator Community Organizer. LinkedIn : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

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

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 data security, gig economy, AI, machine learning).”

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Experience Investigators

JANUARY 30, 2024

Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement. Switching lanes, we delve into the government’s customer experience revolution, with a spotlight on the USDA’s recent initiatives.

CX 52

CX Government Manufacturing CX Transformation 52

InteractionMetrics

MARCH 20, 2025

If youre wrangling multi-channel feedback and need AI-driven analysis to highlight high-priority issues, InMoment is a prime option for mid-sized to large enterprises aiming for rapid, data-driven CX transformations. Recognized as a leader by IDC, its trusted by Fortune 100 companies for secure, flexible CX transformation.

CX 52

CX Social Media Contact Center Compliance 52