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

Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. 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. The takeaway?

CX 94

CX AI CX Transformation Artificial Intelligence 94

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. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Execs In The Know

MARCH 10, 2025

Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. 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. The takeaway?

CX 64

CX AI CX Transformation Artificial Intelligence 64

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. A big topic of discussion?

Contact Center 97

Contact Center Social Media Hospitality Hospitality 97

Customer Bliss

JULY 26, 2018

He’s been uniting leaders, the C-Suite, and silos across 17 executive branch agencies, in efforts to improve IT functions and streamline CX for the agencies that serve Colorado’s citizens. 3 Steps to Initiating A CX Communication Strategy. CX #CustExp Click To Tweet. CX transformation is not a one-time effort.

Government 44

Government CX Transformation CX B2B 44

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Execs In The Know

APRIL 22, 2024

There was a time when we thought CX technology was evolving steadily—but it turns out, it was actually quite stagnant until very recently. This rapid evolution means that the industry buzzword “transformation” is itself transforming. So what does it look like today and who are the brands achieving it?

Artificial Intelligence 98

Artificial Intelligence Machine Learning Innovation CX 98

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. How Fanatics Activated Its CX Data Superpowers. By approaching CX with a fan’s passion, Carolyne and team are turning data insights into heroic moments — all in the spirit of a mission to serve.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

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 Innovation Voice of the Customer 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 Innovation Voice of the Customer 40

Lumoa

MAY 21, 2018

However, the back-office functions, like HR or Finance are involved into CX very seldom. Although, the situation progressed massively during the last 10 years, alignment of CX activities across the whole organization still shows up to be a problem. State of CX Management by Temkin. Marketing is about creating brand experience.

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

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

Customer Bliss

MARCH 22, 2018

Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. 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.

Finance 51

Finance CX CX Transformation Healthcare 51

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

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. During your #CX implementation, celebrate others who've contributed to the success of the program.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

Customer Bliss

DECEMBER 14, 2018

This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures and speak different languages. Implementing CX Beyond the Local Level .

CX 48

CX Voice of the Customer CX Transformation Engineering 48

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

Execs In The Know

OCTOBER 30, 2022

On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado. The core theme of this year’s Summit revolved around Inspiration, Innovation, and Imagination to create legendary customer experiences.

Innovation 52

Innovation Artificial Intelligence CX AI 52

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

CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? I've mentioned the CX Perception Gap before, right? The Core At the core of your CX transformation is the vision. What gives? What is the intended future experience for your customers? What are their desired outcomes ?

Customer Experience 60

Customer Experience Close the Loop CX Transformation Government 60

Lumoa

MAY 21, 2018

However, the back-office functions, like HR or Finance are very seldom involved in CX. Although the situation has progressed massively during the last 10 years, the alignment of the CX activities across the whole organization still appears to be a problem. State of CX Management by Temkin. That's fair.

Customer Experience 60

Customer Experience Invoicing Finance Net Promoter Score 60

1 to 1

JANUARY 18, 2023

Many brands lost ground over the past year when it came to customer experience (CX) efforts and results. Last year was the first year since we started collecting CX data [seven years ago] that we saw a drop in the overall quality of experiences” in the United States, said Forrester Principal Analyst Pete Jacques.

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? Renewing your CX vows begins with the basics. How are they performing?

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

InteractionMetrics

MARCH 20, 2025

Todays rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer nice-to-have in your customer data platformtheyre essential features that any software worth its salt will include. What Is CX Software? In short, the best CX platforms do more than simply report problemsthey solve them.

CX 52

CX Social Media Contact Center AI 52

Experience Investigators

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement.

CX 52

CX Government Manufacturing CX Transformation 52

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