Customer Bliss

MAY 17, 2016

He is responsible for defining, developing, launching and implementing the entire Audi customer sales and service journey. ” For example, Audi rolled out an iPad app to help dealers with the sales process. “If it’s a think tank world,” says Mark, “people won’t come along with you.”

CX Transformation 32

CX Transformation CX Actionable Insights B2C 32

CX Journey

JUNE 5, 2019

Suddenly, all of your customer experience transformation resources are shifted to business development and sales efforts. Interestingly enough, the first question the CEO should ask is: "Why are sales down?" We need all hands on deck, focusing on drumming up new business." Is it a quality or performance issue?

CX Transformation 54

CX Transformation CX Start-ups Sales 54

Customers That Stick

NOVEMBER 10, 2014

The Customer Experience Continues After the Transaction is Complete - Reminder to give our customers appreciation after the sale. Getting Employee Buy-In for Your #CX Transformation - You’ve constructed the greatest customer experience. Here are five reasons you should. ” 6 tips to help you answer this.

Omnichannel 147

Omnichannel Construction CX Transformation Customer Service 147

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

CX 89

CX CX Transformation Government Management Consulting 89

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?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Zendesk

SEPTEMBER 6, 2022

Given the current volatile and uncertain market conditions, it’s difficult to push for growth and investment in the customer experience (CX). The service landscape may be stark, but we can’t stop making CX a priority and investing in areas where the impact can influence business growth. Investing in CX is an opportunity to grow.

CX 98

CX CX Transformation Customer Retention Sales 98

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

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

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

Customer Bliss

MARCH 28, 2018

The CX leaders who have been guests on my podcast, always stress the importance of maintaining relationships with internal and external stakeholders in order to advance the work. Get on the phone, handle escalations, shadow someone - @lexir #CX #CustExp Click To Tweet. CX #CustExp Click To Tweet. CX #CustExp Click To Tweet.

B2B 68

B2B CX Net Promoter Score Start-ups 68

Customer Bliss

OCTOBER 17, 2018

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO. CustomerExperience #CX Click To Tweet.

CX 52

CX CX Transformation Gaming Start-ups 52

Customer Bliss

FEBRUARY 23, 2018

This is a fundamental step; it’s absolutely critical when starting your CX transformation. Using technology to streamline transactions with customers is a big portion of employee training and sales floor operations. I also like Best Buy’s realistic approach to CX transformation. CX Click To Tweet.

Retail 66

Retail CX Transformation Education Start-ups 66

CX Journey

JUNE 5, 2019

Suddenly, all of your customer experience transformation resources are shifted to business development and sales efforts. Interestingly enough, the first question the CEO should ask is: "Why are sales down?" We need all hands on deck, focusing on drumming up new business." Is it a quality or performance issue?

CX Transformation 32

CX Transformation CX Start-ups Sales 32

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

JANUARY 12, 2018

A big CX undertaking for Christine was a “Deliveries That Make you Smile” project. With all of the various parts of CX transformation, you’ve got to focus on a big initiative that you can rally your whole team behind. They introduced an app, SnapIt , which offers support and sales tools for postal employees.

Customer Experience 66

Customer Experience Finance CX Transformation CX 66

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

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. 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 167

Net Promoter Score Customer Experience B2C Social Media 167

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

Beyond Philosophy

DECEMBER 16, 2021

If your digital experience isn’t quite ready for this role in the sales cycle, you should get it there. . I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. To register for the next CX Network Live event, please click here.

Artificial Intelligence 78

Artificial Intelligence Sales CX CX Transformation 78

SugarCRM

MARCH 17, 2022

Top industry experts consider CX transformation projects the primary fuel that drives business growth in the last 12 months. We stand out from the crowd through our commitment to delivering innovative technology that enables high-definition customer experiences (HD-CX).

CRM 52

CRM Artificial Intelligence Machine Learning Innovation 52

Lumoa

MARCH 20, 2018

Learn More about the role of AI in CX. The situation when B2B CX was very distant from B2C CX has been rapidly changing. 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 107

Net Promoter Score Customer Experience CEM B2C 107

CX Journey

SEPTEMBER 19, 2017

Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day. For example, think about buying a car: sales isn’t the only person/department involved; financing, service, parts, etc. Buyer personas and CX personas are one and the same. are also involved in the experience.

CX Transformation 48

CX Transformation Finance Start-ups Touchpoint 48

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.

Customer Experience 60

Customer Experience Invoicing Finance Net Promoter Score 60

CX Journey

FEBRUARY 8, 2017

Image courtesy of Steve Bowbrick What do the first 90 days on the job look for a brand new CXO or VP of CX? Yesterday, I had the pleasure of co-keynoting GMC Software's CX Transformation Day virtual event with Scott Draeger of GMC Software. If you missed our conversation, you can f ind it on their site.

Education 50

Education CX Transformation Government CX 50

Customer Bliss

AUGUST 16, 2018

We chat about his progression from running a call center to becoming a CCO, and the work he’s done to get employees and leaders to view B2B operations as more than just a sales approach, but as an overall customer experience journey. CX #CustExp Click To Tweet. Determine Your Company’s Power Core.

Customer Experience 44

Customer Experience B2B CX CX Transformation 44

ClearAction

MAY 18, 2017

Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence? Design CX metrics as a value chain.

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

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. Keynote: CX Innovation at Amazon, the World’s Most Customer-Centric Company. But we’ll try! Customer Shop Talk Highlights.

Innovation 52

Innovation Artificial Intelligence CX AI 52

Customer Bliss

MAY 10, 2018

What did Amy’s process for implementing a CX transformation look like? After determining this was their focus, they were able to make a business case for more formal investments like listening tools, more staff, and things that would enable them to implement and move forward from a CX perspective.

Customer Experience 44

Customer Experience Sports CX Transformation CX 44

VOZIQ

JULY 4, 2022

This article reiterates the importance of delivering robust value in the post-sale journey, not just through the offering but through engagement with peers, partners, and employees. You Are Missing Out on Customer Feedback, And It’s on You. Customers are reaching out with an expectation.

CX Transformation 40

CX Transformation Customer Loyalty Customer Retention Customer Feedback 40

VOZIQ

JULY 4, 2022

This article reiterates the importance of delivering robust value in the post-sale journey, not just through the offering but through engagement with peers, partners, and employees. You Are Missing Out on Customer Feedback, And It’s on You. Customers are reaching out with an expectation.

CX Transformation 40

CX Transformation Customer Loyalty Customer Retention Customer Feedback 40

Customer Bliss

MARCH 8, 2018

This process of always being engaged with the customer slowly trained her to become the CX leader that she is now; Charlotte places high value on listening to the customer. Looked at how to bring sales and customer service together. The product team and marketing department were also positively affected by the CX transformation.

Customer Experience 40

Customer Experience Customer Journey Map Net Promoter Score CX 40

1 to 1

DECEMBER 13, 2021

Are we keeping our CX vows to customers and employees? Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. Renewing your CX vows begins with the basics.

CX 26

CX Customer Journey Map VOC Customer Retention 26

Lumoa

MARCH 20, 2018

Learn More about the role of AI in CX. The situation when B2B CX was very distant from B2C CX has been rapidly changing. 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 60

Net Promoter Score Customer Experience CEM B2C 60

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. About Michelle Morris: Michelle Morris is the Associate Director of CX Transformation at Verizon Connect.

CX 52

CX Government Manufacturing CX Transformation 52

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

Customer Bliss

MAY 31, 2018

Antonio has a lot of experience blending marketing and sales. Antonio’s previous experience showed him that companies in B2B tech fields don’t often think about CX. Now, as a CX leader at Linde Group Italy, he has the support he needs to lead and implement a CX transformation, per the company’s new focus.

B2B 42

B2B CX CX Transformation Government 42