Confirmit

JANUARY 9, 2018

These trends make it imperative for companies to innovate — or face the certainty that even their advanced CX measurement programs will break down over time. Voice of the Customer Analyst Insight.

CX 40

CX CX Transformation Innovation Voice of the Customer 40

Execs In The Know

APRIL 8, 2022

Invest in areas that allow you to leverage your program data (including Voice of the Customer) to create more efficient experiences for customers. Implement and experiment with tools and solutions that can simultaneously automate and improve the customer experience.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

CX Journey

SEPTEMBER 7, 2017

Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer. Image courtesy of Pixabay Do you know the top three secrets of VoC success?

VOC 38

VOC CX Transformation Voice of the Customer Customer Feedback 38

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? Tweaks to VoC business-as-usual (the list in the opening paragraph above) are not likely to be enough to transform your VoC into a CX Transformer (truly transforming CX, ROI, and business growth).

VOC 54

VOC Voice of the Customer Customer Feedback Social Media 54

Confirmit

OCTOBER 9, 2017

Start narrow, not broadly: So often Customer Experience (CX) programs try to change the world overnight – and it takes a rare company to manage such a broad scope successfully. Here’s the link to the recording: Watch the webinar: Changing the Game: Transformation through Technology and People.

Gaming 56

Gaming Technology Technology CX Transformation 56

CX Journey

AUGUST 13, 2015

We also need to make sure we capture what the customer is thinking and feeling, and he is the only one that can tell us that. The map is a catalyst for your CX transformation – and identifying those points is critical to doing that. Through validation, we confirm that these are the customers’ steps. Stay tuned for that.)

Touchpoint 74

Touchpoint Customer Journey Map CX Transformation Voice of the Customer 74

Confirmit

OCTOBER 9, 2017

Start narrow, not broadly: So often Customer Experience (CX) programs try to change the world overnight – and it takes a rare company to manage such a broad scope successfully. Here’s the link to the recording: Watch the webinar: Changing the Game: Transformation through Technology and People.

Gaming 40

Gaming Technology Technology CX Transformation 40

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

Customer Bliss

MAY 10, 2018

What did Amy’s process for implementing a CX transformation look like? Amy did a lot of listening; she conducted interviews with peers, customers, and stakeholders to go through feedback sources. Getting buy-in and alignment from the C-Suite. Specifically, she got buy-in from the CMO and Chief Strategy Officer.

Customer Experience 44

Customer Experience Sports CX Transformation CX 44

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. The essentials include the shared targets, shared understanding, and the voice of the customer program implemented across the organization.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Customer Bliss

JULY 25, 2017

She had to go through and meet them, learn about them, and slot them into the right roles (voice of the customer, design, etc.) Once that assumption exists, it’s up to them to maintain the A-Level. She also was able to bring in some of her own non-legacy talent within the first year.

Healthcare 0

Healthcare CX Voice of the Customer Customer Experience 0

Lumoa

MARCH 20, 2018

Find more sources on how to deal with customer churn here: " How to Reduce Customer Churn: 6 Helpful Tips to Try " by Hubspot, " 6 ways you can improve churn rate and increase revenue " by Kissmetrics, " Tips from 32 CX Pros how to reduce customer churn " by NGData.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

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

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Lumoa

MARCH 20, 2018

Find more sources on how to deal with customer churn here: " How to Reduce Customer Churn: 6 Helpful Tips to Try " by Hubspot, " 6 ways you can improve churn rate and increase revenue " by Kissmetrics, " Tips from 32 CX Pros how to reduce customer churn " by NGData.

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

Customer Bliss

DECEMBER 14, 2018

Amanda also knew that to understand the true gauge of progress or lack thereof, you need to know the voice of the customer and partner feedback. It was extremely important for her to be able to speak on behalf of the customer and partners, so she could understand what was and wasn’t working, and communicate that back to her team.

CX 48

CX Voice of the Customer CX Transformation Engineering 48