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

JANUARY 9, 2018

Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective. That’s because of three trends that are disrupting how companies measure customer experience. Three trends are disrupting how companies measure customer experience (CX).

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. That’s because of three trends that are disrupting how companies measure customer experience. Three trends are disrupting how companies measure customer experience (CX).

CX 40

CX CX Transformation Innovation Voice of the Customer 40

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Customer Bliss

DECEMBER 14, 2018

Today’s episode, which many of you seemed to enjoy, features Amanda Sachs , General Manager, Customer & Partner Experience at Microsoft. This focus on the customer first has really taken things to a new level for the organization, “to a level of maturity that’s well beyond what we ever could’ve done in the past.

CX 48

CX Voice of the Customer CX Transformation Engineering 48

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. 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. CX #CustExp Click To Tweet. #CX

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 Never underestimate the customers expectation in CX.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

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. Linking together your commercial and customer focus will make it easier to ensure the two progress in tandem, supporting each other.

Gaming 56

Gaming Technology Technology CX Transformation 56

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). 5) Empower yourself.

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

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.) What does Geeta know about CX now that she wish she knew then ? Once that assumption exists, it’s up to them to maintain the A-Level. The pay it forward question. Understand that.

Healthcare 0

Healthcare CX Voice of the Customer Customer Experience 0

Confirmit

JANUARY 23, 2019

In the recent report “Three Culture Practices For Long-Term Customer Centricity”, by Forrester Research, Inc., To achieve a culture focused on the customer, CX leaders must: Build an org structure that reinforces customer centricity. Distribute power and responsibility for customer centricity.

CX Transformation 40

CX Transformation Voice of the Customer Innovation CX 40

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

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? Check it out.

VOC 38

VOC CX Transformation Voice of the Customer Customer Feedback 38

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. Linking together your commercial and customer focus will make it easier to ensure the two progress in tandem, supporting each other.

Gaming 40

Gaming Technology Technology CX Transformation 40

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. It showed that CX adds value to the business. Highly Engaged Employees Create Stronger Customer Satisfaction.

Customer Experience 44

Customer Experience Sports CX Transformation CX 44

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

CX Journey

FEBRUARY 14, 2018

I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!) CX is not a standalone effort Listen. It's all CX! Customers and the voice of the customer need to be woven into all you do.

CX Transformation 46

CX Transformation CX Voice of the Customer Customer Experience 46

InteractionMetrics

MARCH 20, 2025

Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. What Is CX Software? But really, its the engine that drives improvements in the customer experience.

CX 52

CX Social Media Contact Center Compliance 52