CX Journey

JANUARY 24, 2017

And that's the reason GMC Software is planning for an exciting virtual event on February 7, 2017, dubbed CX Transformation Day. The title of our virtual presentation is CX Transformation: What Does It All Mean? We'll be talking about the importance of a CX transformation, who benefits, and why.

CX Transformation 46

CX Transformation CX Innovation Customer Experience 46

Execs In The Know

MARCH 10, 2025

How to scale artificial intelligence (AI) without losing the human touch, how to build resilient service models, and how to drive meaningful CX transformation in a rapidly shifting market. Christie Sandoval , SVP of Customer Experience at T-Mobile, opened the conference with the challenge of rethinking innovation.

CX 94

CX AI CX Transformation Artificial Intelligence 94

Execs In The Know

JANUARY 15, 2025

PHOENIX, ARIZONA January 14, 2025 Execs In The Know, a global community of Customer Experience (CX) leaders, is thrilled to announce the keynote speakers for its highly anticipated Customer Response Summit (CRS) in Clearwater Beach, Florida, March 3-5, 2025.

Actionable Insights 40

Actionable Insights CX Transformation Innovation Contact Center 40

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more.

Contact Center 97

Contact Center Social Media Hospitality Hospitality 97

Customer Bliss

JULY 26, 2018

CX transformation is not a one-time effort. His team created Five-Year Roadmaps for each client agency, leading to stronger alignment between program and OIT objectives and the establishment of a Technology Advancement Fund to help reduce statewide technology debt and enable innovative use of new tools. But it's worth it!

Government 44

Government CX Transformation CX B2B 44

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. There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. Customers want unique, special and innovative.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Execs In The Know

MARCH 10, 2025

How to scale artificial intelligence (AI) without losing the human touch, how to build resilient service models, and how to drive meaningful CX transformation in a rapidly shifting market. Christie Sandoval , SVP of Customer Experience at T-Mobile, opened the conference with the challenge of rethinking innovation.

CX 64

CX AI CX Transformation Artificial Intelligence 64

Execs In The Know

APRIL 22, 2024

And now that we’re seeing some of the most pronounced improvements in CX in decades, consumers will expect it. Innovating with Intent In this new era, transformation is no longer about overhauling systems in monumental, infrequent leaps; it’s about innovating with intent and agility.

Artificial Intelligence 98

Artificial Intelligence Machine Learning Innovation CX 98

CallCare

MAY 9, 2023

Read on to find out how you can transform customer experience, at the same time as streamlining processes within your business. What is customer experience transformation? Customer experience (CX) transformation is the practice of optimising each and every customer interaction with your company.

Customer Experience 52

Customer Experience CX Transformation Omnichannel Innovation 52

SurveySensum

SEPTEMBER 14, 2020

Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. . Which is why Digital CX Transformation is required. The businesses that were in the digital CX transformation phase have fast-forwarded their progress.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

Execs In The Know

APRIL 8, 2022

Together, the group was able to challenge the “status quo” and inspire innovation through COMMUNITY, CONNECTION, and BALANCE. Investing in employees (and the tools and technologies that support employees) is one of the single best investments that can be made in the CX space.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Customer Bliss

DECEMBER 12, 2017

By understanding the CEO’s appetite for speed and investment, you can take this momentous #CX transformation and break it down into smaller tasks and projects with people who have passion and advocate for its success. What other common CX transformations have you noticed? Click To Tweet. About Isabella Lau.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

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. Jo Boswell – Customer Experience Innovator, Board Advisor, Executive Coach, CX Influencer. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Confirmit

JANUARY 9, 2018

Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective. Three trends are disrupting how companies measure customer experience (CX). That’s because of three trends that are disrupting how companies measure customer experience. Download this report to learn more.

CX 40

CX CX Transformation Voice of the Customer Innovation 40

Confirmit

JANUARY 9, 2018

Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective. Three trends are disrupting how companies measure customer experience (CX). That’s because of three trends that are disrupting how companies measure customer experience. Download this report to learn more.

CX 40

CX CX Transformation Voice of the Customer Innovation 40

SugarCRM

MARCH 17, 2022

Top industry experts consider CX transformation projects the primary fuel that drives business growth in the last 12 months. Here at Sugar, we do everything with our customers in mind, and we proudly announce we’ve started 2022 on the big track, being rewarded four times as one of the best innovators that the industry has to offer.

CRM 52

CRM Artificial Intelligence Machine Learning Innovation 52

Lumoa

MAY 21, 2018

That makes business development's essential role to improve the life of their customer through business innovations. Surprisingly, only 29% of companies involve business development department into customer experience activities (for some reason, more companies involve IT department into CX transformation rather than business development).

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

Confirmit

JANUARY 23, 2019

To achieve a culture focused on the customer, CX leaders must: Build an org structure that reinforces customer centricity. He then goes on to discuss how to identify the next innovation to feed your customer-centric culture, which will become increasingly important as more companies begin to master the three key culture practices above.

CX Transformation 40

CX Transformation Voice of the Customer Innovation CX 40

Execs In The Know

OCTOBER 30, 2022

The core theme of this year’s Summit revolved around Inspiration, Innovation, and Imagination to create legendary customer experiences. It’s hard to summarize the value of new connections, impromptu lunch table conversations, collaborative working sessions, and the sparks that fly with a unique gathering of international CX Leaders.

Innovation 52

Innovation Artificial Intelligence CX AI 52

Customer Bliss

MARCH 22, 2018

As the going gets rough and you’re in the trenches with CX transformation, this list will be a friendly reminder with advice to help keep your head in the game. Transforming CX in Financial Services, with Claudiu Coltea. When leading CX work, putting the spotlight on others truly changes everything.

Finance 51

Finance CX CX Transformation Healthcare 51

CX Journey

JANUARY 30, 2019

The Core At the core of your CX transformation is the vision. There are a lot of things that fall into this category, and your strategy will outline them in more detail, many of them covered in these building blocks: Design and innovation are critical next steps to achieving your vision and desired outcomes.

Customer Experience 60

Customer Experience Close the Loop CX Transformation Government 60

Customer Bliss

DECEMBER 14, 2018

Amanda shares that even though Microsoft still holds on to its entrepreneurial spirit, which it has to, in order to come up with new and innovative ideas, the company has definitely had to adapt and compete for customers due to competitive pressures. With Organizational Maturity Comes Increased Responsibilities.

CX 48

CX Voice of the Customer CX Transformation Engineering 48

Lumoa

MAY 21, 2018

That makes business development's essential role to improve the life of their customer through business innovations. Surprisingly, only 29% of companies involve business development department into customer experience activities (for some reason, more companies involve IT department into CX transformation rather than business development).

Customer Experience 60

Customer Experience Invoicing Finance Net Promoter Score 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 There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

1 to 1

JANUARY 18, 2023

Top brands are having a hard time embracing CX transformations that improve the customer journey, while lower-performing brands are doing a better job solving CX problems. This narrowing gap will make it harder to stand out from the crowd, and brands will have to be customer-focused and innovative to succeed, Forrester says.

CX 26

CX CX Transformation Innovation Customer Experience 26

1 to 1

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Are we keeping our CX vows to customers and employees? There are many ways to begin measuring your CX program.

CX 26

CX Customer Journey Map VOC Customer Retention 26

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Today, staying “current” and on course can feel overwhelming.

CX Transformation 99

CX Transformation CX VOE AI 99

Execs In The Know

MARCH 13, 2025

The Triangle of Death and the Road to CX Transformation As captivating as it is to talk about the future, Stokes didnt shy away from the challenges that have plagued the industry. Your dedication to innovation, service, and human connection continues to set the standard for the travel/hospitality and CX industry.

Hospitality 59

Hospitality Hospitality Touchpoint Contact Center 59

Execs In The Know

MARCH 13, 2025

The Triangle of Death and the Road to CX Transformation As captivating as it is to talk about the future, Stokes didnt shy away from the challenges that have plagued the industry. Your dedication to innovation, service, and human connection continues to set the standard for the travel/hospitality and CX industry.

Hospitality 93

Hospitality Hospitality Touchpoint Contact Center 93

Experience Investigators

JANUARY 30, 2024

Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement. About Michelle Morris: Michelle Morris is the Associate Director of CX Transformation at Verizon Connect.

CX 52

CX Government Manufacturing CX Transformation 52

InteractionMetrics

MARCH 20, 2025

Genesys Cloud CX Genesys Cloud CX is a contact center workhorse built for mid-sized organizations that need a powerful, AI-infused solution. The platform continuously innovates, rolling out 400+ new features annually, and even offers AI Experience tokens so you can add AI-driven capabilities without extra infrastructure.

CX 52

CX Social Media Contact Center Compliance 52