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

AUGUST 13, 2015

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation. Next, bring the maps to life by infusing the voice of the customer.

Touchpoint 74

Touchpoint Customer Journey Map CX Transformation Voice of the Customer 74

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

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. Its a tension every CX leader is managing, including when to lean into AI, when to reinforce human touchpoints, and how to make them work together.

CX 94

CX AI CX Transformation Artificial Intelligence 94

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

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. Also, companies really need to transform their structures to reflect customer centricity. Let’s think in customer touchpoints instead. Don’t underestimate culture.

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. Its a tension every CX leader is managing, including when to lean into AI, when to reinforce human touchpoints, and how to make them work together.

CX 64

CX AI CX Transformation Artificial Intelligence 64

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, 2024

According to a recent poll by Forrester , 44% of businesses don’t even measure the experience behind a customer journey (instead analyzing CX at the touchpoint level). And our impromptu event poll isn’t alone in this data.

CX 52

CX CX Transformation Technology Technology 52

CX Journey

SEPTEMBER 19, 2017

Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day. Second, and probably more importantly, the touchpoint doesn’t operate in isolation. Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come! are also involved in the experience.

CX Transformation 48

CX Transformation Finance Start-ups Touchpoint 48

Beyond Philosophy

DECEMBER 16, 2021

I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. So, we invited Hussein Dajani, General Manager – Digital and CX Transformation, Nissan Motor Company , to be our guest on a recent podcast.

Artificial Intelligence 78

Artificial Intelligence Sales CX CX Transformation 78

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

CX Journey

JANUARY 30, 2019

The Core At the core of your CX transformation is the vision. Strategic improvements are longer-term, broad-based, and company-wide but are not to be confused with tactical improvements , which are operational in nature, are made at the department or touchpoint level, and are often the source of quick(er) wins.

Customer Experience 60

Customer Experience Close the Loop CX Transformation Government 60

Customer Bliss

SEPTEMBER 13, 2018

Next, you’ll hear from Sami Nuwar , the VP of CX Transformation at American Bath Group , who shares how they use the journey map as a tool to measure success and unite leadership. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs. Click here to check out my full interview with Kathy Tobiasen.

Customer Journey Map 71

Customer Journey Map Customer Retention CX Transformation Customer Feedback 71

PeopleMetrics

NOVEMBER 1, 2022

To improve CX at your bank, you’ll need to have the right CX solution to collect responses and measure your program’s results. Find a CX platform that will act as your partner in improving your CX program. What is customer experience in banking? Why does customer experience in banking matter?

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

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 Also, companies really need to transform their structures to reflect customer centricity.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Execs In The Know

MARCH 13, 2025

Yet, for too long, the cruise industry, like many others, focused heavily on the onboard experience while neglecting the critical pre- and post-cruise touchpoints. A small, unassuming wearable, but with the power to transform cruising into something deeply personal. Enter the Princess Medallion. And the results? Staggering.

Hospitality 59

Hospitality Hospitality Touchpoint Contact Center 59

Execs In The Know

MARCH 13, 2025

Yet, for too long, the cruise industry, like many others, focused heavily on the onboard experience while neglecting the critical pre- and post-cruise touchpoints. A small, unassuming wearable, but with the power to transform cruising into something deeply personal. Enter the Princess Medallion. And the results? Staggering.

Hospitality 93

Hospitality Hospitality Touchpoint Contact Center 93

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. Runner Up: Qualtrics XM Qualtrics XM is a power tool for measuring all your customer, employee, and market touchpoints across over 20,000 global brands in 100+ countries.

CX 52

CX Social Media Contact Center Compliance 52