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

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

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

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

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

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

Execs In The Know

APRIL 8, 2024

After all, in an era where unpredictability reigns supreme – particularly for customer experience (CX) leaders – the relentless pursuit of change can be exhausting and disorienting. At the Junction of Acceleration & Uncertainty The roadblocks of transformation often reside where acceleration and uncertainty meet.

CX 52

CX CX Transformation Technology Technology 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

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

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. Want to know more? Subscribe today right here.

Artificial Intelligence 78

Artificial Intelligence Sales CX CX Transformation 78

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. Buyer personas and CX personas are one and the same. While I talked about five myths last week, we know that there are a lot more than that.

CX Transformation 48

CX Transformation Finance Start-ups Touchpoint 48

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

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

PeopleMetrics

NOVEMBER 1, 2022

Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. To help banks improve their CX, this article will answer foundational questions about CX in banking and explore seven promising trends in the field: What is customer experience in banking? Ease of use.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

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. Kathy Tobiasen, VP of CX @NaturesBounty Click To Tweet. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs.

Customer Journey Map 71

Customer Journey Map Customer Retention CX Transformation Customer Feedback 71

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

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 Compliance 52

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