ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. This vision serves as a North Star that guides the entire program.

CX Transformation 339

CX Transformation B2B CX Government 339

Experience Investigators

OCTOBER 17, 2023

Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. Customer experience (CX) has become a critical factor in the success of businesses worldwide. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? That’s the purpose of VoC. and continuing VoC education (certifications, conferences, etc.). Radical changes in VoC management are necessary.

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

CX Journey

SEPTEMBER 7, 2017

Image courtesy of Pixabay Do you know the top three secrets of VoC success? 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. Check it out. Unknown.

VOC 38

VOC CX Transformation Voice of the Customer Customer Feedback 38

CX Network

SEPTEMBER 9, 2021

Winner of Best CX Transformation at the CX Elite Awards 2021, Allianz, on how to successfully execute CX transformation.

VOC 52

VOC Customer Feedback CX Transformation CX 52

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

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