1 to 1

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

CX Journey

FEBRUARY 12, 2015

In both cases, you find that NPS/satisfaction doesn''t strongly correlate with revenue or SOW increases, as hoped. Asking current customers to rate your performance yields important insights, making it possible to uncover key drivers of satisfaction, NPS, or loyalty - whatever your metric, the insights are both helpful and necessary.

Gaming 68

Gaming CX CX Transformation NPS 68

Execs In The Know

MAY 6, 2022

She spoke about how Frontier improved NPS by 30 points as her team learned the common language of “speaking customer.” At the EITK event in Clearwater, Jen Johnson from Frontier highlighted the need to listen to the customers and those supporting them every day.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Experience Investigators

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? 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." net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

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. Year 6+ – Introduction of NPS and internal marketing of success. Click To Tweet.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

Execs In The Know

APRIL 8, 2022

This change has since yielded a more responsive, more consistent customer care experience, along with improved performance across several key metrics like average speed of answer, customer satisfaction (CSAT), and Net Promoter Score (NPS). CX Transformation Secret Revealed: The Hero Is Your Customer!

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Customer Bliss

OCTOBER 17, 2017

Why They Embraced NPS. Some good discussion throughout about Net Promoter Score (NPS) and why Comcast adopted it wholeheartedly. I’d also recommend this episode on the formulation of NPS. This is where some of the big results can start to begin. It’s pretty interesting. The Pay It Forward Question.

Customer Experience 23

Customer Experience Net Promoter Score NPS CX 23

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? 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." net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

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. Becky (Lisson) Roemen – Manager of CX Solutions and Consulting at Avtex Solutions, LLC. LinkedIn : [link] /. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Qualtrics

JUNE 20, 2019

The person in charge is James Scutt, a former chef who’s bringing some of the lessons learned in the kitchen to bear on Post Office’s nationwide CX transformation. So there’s only so far we can go with centralized efforts to improve CX – it’s mission critical we give ownership to the branch itself.

CX 44

CX Hospitality Hospitality NPS 44

Customer Bliss

AUGUST 3, 2018

Proving there’s a growth strategy is a fundamental portion of leading customer experience work. - @rgmarkey #CX #CustExp Click To Tweet. Rob shares some responses from leaders who were at an NPS Loyalty Forum event (I was in attendance as well), where Rob asked the same question. What Do You Know Now That You Wish You Knew Then?

CX 48

CX Social Media NPS Customer Loyalty 48

Execs In The Know

OCTOBER 30, 2022

Keynote: FTD’s Digital CX Transformation Amidst a Challenging Backdrop. Throughout his keynote, John McCahan, Vice President, Customer Care at FTD, brought the first day to a close with an engaging, honest look at how the brand went from filing bankruptcy to: 183% NPS improvement. 40% reduction in refunds. Their strategic plan?

Innovation 52

Innovation Artificial Intelligence CX AI 52

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 How to overcome those challenges? Recognise your business is about the customer and not you.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

InteractionMetrics

MARCH 20, 2025

At its core, Medallia focuses on real-time insights that reveal overarching sentiment and pinpoint specific touchpoints influencing NPS, CSAT, or loyalty. Recognized as a leader by IDC, its trusted by Fortune 100 companies for secure, flexible CX transformation. Contact InMoment to schedule a demo and get a tailored quote.

CX 52

CX Social Media Contact Center Compliance 52