ECXO

MARCH 6, 2025

Emily Briskmans passion for education and activism exemplifies how women in the non-profit sector are driving change and nurturing pride in ones identity. Erin Molan Erin Molan is an Australian television journalist and presenter known for her courage in journalism and her advocacy for truth.

Education 188

Education Non-Profits Innovation Social Media 188

eglobalis

OCTOBER 1, 2017

Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession. The CX Industry has reached the point where it required a unified, informed, collective voice to guide its evolution. . Access to a group of CX experts.

Non-Profits 162

Non-Profits CEM Customer Experience Government 162

Heart of the Customer

MARCH 16, 2021

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs.

Non-Profits 167

Non-Profits Healthcare B2C Customer Relationship 167

Heart of the Customer

SEPTEMBER 11, 2014

that a 5 percent improvement in customer retention can yield between a 20 percent and 100 percent increase in profits across a wide range of industries. The report simulates a CX Believer, a CX Non-Believer, and compare the results with the S&P 500 in stock purchases from 2007 through 2013. The CX Laggards lost 2.5%

Net Promoter Score 132

Net Promoter Score Customer Experience Non-Profits CX 132

Customer Bliss

FEBRUARY 18, 2022

Beyond the challenges of this moment, brands must look ahead to think about the bigger picture of what CX could look like. The post 5 Lessons from the 2022 CX “Global Gurus” on Future-Facing Customer Experience appeared first on Customer Bliss. Listen to or watch the full interview ». Forget about our competition.

CX 114

CX Customer Experience Non-Profits Start-ups 114

Experience Investigators

FEBRUARY 18, 2025

A key factor for business success and profitability (where revenue outpaces costs) is the customer experience (CX). Intentional CX is what sets the most successful, high-growth companies apart from the rest. However, many business leaders think of CX as a cost center for their organizations. So, whats missing?

Customer Experience 52

Customer Experience Non-Profits CX Education 52

Zendesk

SEPTEMBER 7, 2022

In our CX Accelerator report , we surveyed almost 5,000 CX leaders on what it takes to scale new heights in customer experience. Below, we unpack key takeaways from the report and explore what retail “Champions” are doing to win in CX, so you can go from a retail Starter to a retail Champion. But that’s table stakes.

Retail 98

Retail CX Non-Profits Omnichannel 98

Fonolo

MAY 11, 2022

But adopting a few CX tactics isn’t enough to stay competitive. You don’t need to go to Apple or Amazon for a standout shopping experience; authentic interactions can be won by local businesses or even non-profit organizations. Meet our 2022 CX Award Winners. Learn More About the CX Awards.

CX 91

CX Non-Profits Contact Center Education 91

Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. There are two thoughts I have on CX in 2022 and beyond. The customer’s expectations continue to evolve.

CX 123

CX Customer Experience Non-Profits Social Media 123

Heart of the Customer

AUGUST 4, 2016

So why do so many teams try to win at CX with only a partial team? At HoC we’ve had the amazing opportunity to work with all kinds of companies: non-profits, retailers, insurance companies, you name it. The post CX is a team sport. You’d never try basketball without guards. The one consistency is a […].

Sports 74

Sports Non-Profits CX Retail 74

Beyond Philosophy

SEPTEMBER 20, 2017

Ryanair offered refunds or rebooking on another flight, but often the next flight available was days away or non-existent. They discovered that better ‘customer service’ could boost profits. Many customers received notice, by text message, of their flight cancellations only hours before they were due to depart.

Non-Profits 153

Non-Profits Social Media CX Customer Experience 153

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). Enhancing CX Through Virtual Fitting Rooms Virtual fitting rooms add a level of personalization and interactivity that was once only possible in physical stores. Non-compliance can result in hefty fines and loss of customer trust.

CX 146

CX Retail Social Media Artificial Intelligence 146

ECXO

MAY 14, 2024

Ethical Considerations and Social Responsibility In today’s world, the expectations from businesses have evolved beyond just generating profits. Charitable Efforts: Contributing to societal well-being through donations, non-profit partnerships, and community projects.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

Steven Van Belleghem

MAY 29, 2022

So what better way to turn that around and make them unique again by combining them with non-fungible tokens or NFTs, which are unique digital pieces recorded on a cryptocurrency’s blockchain. Or an artist could add NFTs to the first 100 albums that are sold, for instance offering 10% of his or her profit to these most loyal fans.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? If so, it’s good CX. CX is cumulative, encompassing pre-sale and post-sale. 4) Focus Top Management on CX Annuities.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

CSAT.AI

FEBRUARY 1, 2023

Further, there is an argument for the contact center as a means of increasing profit and using other department budgets wisely. This helps get bosses on board with investing in customer service as a profitable sales tool. Regular refinement of these tasks and use of innovations like automation reduce their drain on overall profit.

Contact Center 102

Contact Center Non-Profits Sentiment Analysis Customer Loyalty 102

CSAT.AI

NOVEMBER 2, 2022

These events inspired a shift in key CX and EX KPI trends as companies struggle to manage shifting expectations on both sides. However, the clear connection between CX and EX makes the investment in better paid, more engaged employees a driver of improved customer experience and potentially increased revenue. Poor EX yields poor CX.

CX 83

CX Customer Service Non-Profits Sentiment Analysis 83

Fonolo

MAY 11, 2022

But adopting a few CX tactics isn’t enough to stay competitive. You don’t need to go to Apple or Amazon for a standout shopping experience; authentic interactions can be won by local businesses or even non-profit organizations. Meet our 2022 CX Award Winners. Learn More About the CX Awards.

CX 67

CX Non-Profits Contact Center Education 67

ClearAction

SEPTEMBER 22, 2022

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. is CX Annuities. This is another layer of growth in your CX annuity.

CX 62

CX Sports Non-Profits Touchpoint 62

Beyond Philosophy

JULY 2, 2020

Furthermore, I believe a second wave will lead back to a stay-at-home order and the closing of non-essential businesses. Sources: “Delta, the most profitable US Airline, reports a $534 million loss in the first three months of 2020.” So, how does your experience reflect and accommodate these various grieving stages?

Customer Experience 195

Customer Experience Non-Profits CX 195

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Let’s explore the 4 gold metrics that drive every CX metric.

CX 62

CX Non-Profits Data Mining Start-ups 62

ClearAction

JUNE 25, 2023

CX Growth in Strategic Plans Lynn Hunsaker Is CX growth in your strategic plans? After all, the programs and departments associated with CX are making up for what wasn’t delivered , but was expected. Further, customers are the source of salaries, budgets, and profits. Does this surprise you?

CX 62

CX Data Mining Non-Profits Invoicing 62

Beyond Philosophy

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. The value is not the company itself; the users generate profit. Their investors maybe don’t feel the same way.

Non-Profits 139

Non-Profits Government Machine Learning Customer-Centric Organization 139

Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. CX benchmarks are useful figures for estimating the range your Net Promoter Score can fall within, but you shouldn’t make any judgments about its performance without looking into the context. Always close the feedback loop.

Net Promoter Score 147

Net Promoter Score NPS Non-Profits Customer Satisfaction 147

Zendesk

JULY 8, 2021

She made that happen by joining forces with Kate Doyle, a former educator, to co-found KindWork , a non-profit organization that helps talented young people of color from overlooked communities in the metro New York City area launch new careers in the innovation economy. It was possible because she was in a stable, successful job.”.

Non-Profits 98

Non-Profits Start-ups Education CX 98

Steven Van Belleghem

FEBRUARY 7, 2022

I believe that this is the perfect moment for companies to start testing it in terms of marketing and CX: the potential is huge and the entry costs still rather low (depending on what you choose to do there, obviously). So how can brands profit from the opportunities of the metaverse today? Metaverse marketing. That’s it for now.

E-commerce 117

E-commerce Gaming Non-Profits Entertainment 117

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? If so, it’s good CX. CX is cumulative, encompassing pre-sale and post-sale. 4) Focus Top Management on CX Annuities.

CXM 90

CXM Non-Profits Close the Loop CX 90

ClearAction

FEBRUARY 26, 2015

Otherwise, the actions taken could be mis-directed, or non-existent, preventing the company — and customers — from deriving a return on the customer journey mapping investment. That's what creates a revenue machine with strong profit growth. Don't Confuse CX Technology with Customer Experience Management.

Customer Journey Map 109

Customer Journey Map Customer Experience Non-Profits Voice of the Customer 109

Fonolo

MARCH 6, 2019

This Canadian customer experience-obsessed organization is a vibrant and integral part of the North American CS and CX verticals. In addition to hosting an annual conference, and paying homage to outstanding leadership with its Customer Service Excellence Awards, GTACC is a useful resource for knowledge-sharing in the CS and CX spaces.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Beyond Philosophy

JANUARY 25, 2016

It means that your process, your policies, your channels, and your offer (and every other part of your business) are designed to deliver what is best for the Customer as you know this will result in more profits ($). Costs become investments when they yield higher profits. We have implemented many Customer Experience programs.

Customer-Centric Organization 109

Customer-Centric Organization Non-Profits Customer Loyalty Customer Experience 109

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

Fonolo

SEPTEMBER 19, 2018

It presents a unique opportunity to offer customer support and service for legitimate customer support questions; that is, it’s possible to have a non-turbulent tête-à-tête on Twitter, Facebook, and other channels. We’ll talk about: How AI Can be Used to Create Better CX. Webinar: The Impact of AI in Customer Experience.

Social Media 237

Social Media Contact Center Non-Profits Education 237

Bill Quiseng

MARCH 15, 2022

Annette Franz, CCXP, founder and CEO of CX Journey Inc. When all of that is aligned, the business benefits include both strong employer and talent branding, shorter and less costly recruiting cycles, increased customer lifetime value, revenue growth, profitability, and a host of competitive advantages that perpetuate all of these outcomes.

Non-Profits 103

Non-Profits Hospitality Hospitality CX 103

Beyond Philosophy

JUNE 11, 2021

Many distributions are skewed such that a small proportion of people generate the most revenue or the most profit or the most content. A small group of customers (20 percent) generates most of your revenue or most of your profit (80 percent). This example demonstrates one of the non-financial metrics: geniality.

Non-Profits 99

Non-Profits Net Promoter Score NPS Retail 99

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model. ” Why?

Sports 62

Sports CX Scorecard Touchpoint 62

Customer Bliss

OCTOBER 9, 2018

I hope you had a fantastic CX Day last week! On “Donor Experience” Jeanne: We’re going to have a conversation with your folks and talk about CX, but you call it “donor experience,” right? On Transitioning from For-Profit to Non-Profit. Martin: We do.

Hospitality 44

Hospitality Hospitality Non-Profits CX 44

Retently

JANUARY 25, 2023

However, since SMS is the most intimate form of communication typically reserved for friends and family, the shared info should be non-intrusive, conversational, and incredibly relevant for the customer to serve its purpose. SMS should not be just an extension of email but rather deliver value that cannot be found elsewhere.

Social Media 31

Social Media Customer Acquisition Non-Profits NPS 31