ClearAction

JUNE 8, 2015

In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. The Formation of Customer Experience (CX) Teams. Such a loose confederation would never fly in sports!

Sports 94

Sports Customer Experience Scorecard CX 94

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX 121

CX Customer Experience Education Machine Learning 121

ClearAction

APRIL 3, 2015

So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX). Engaging HR professionals with their internal customers and with the company’s strategic intent of CX management is viewed as very important to CX success. Both CX and HR require high emotional intelligence.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

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.

Sports 62

Sports CX Scorecard Touchpoint 62

Lumoa

OCTOBER 31, 2018

We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. 2018 will be the year of CX and AI.?

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

ClearAction

APRIL 18, 2015

Customer experience (CX) is all about people getting what they need in their lives. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. —@RickClements01.

Customer Experience 96

Customer Experience Social Media Scorecard CX 96

ClearAction

MAY 31, 2015

Customer Experience Improvement is a Team Sport. Employee Engagement in Balanced Scorecards. Improve Customer Experience by Eliminating Customer-Focus Boundaries. How Human Resources Can Add Value to Customer Experience Excellence. Customers First, or Employees First ?

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100