ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. The future is urgently calling for us to shift to company-wide alignment with CX. Here’s why: CXM Status Quo.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

ClearAction

DECEMBER 16, 2017

Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc., What is Customer Experience Collaboration?

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

ClearAction

NOVEMBER 3, 2015

VoC action plan progress. Voc action. CX investments. CX investments. CX excellence is. CX insights are applied to. Customer Experience Improvement is a Team Sport. Skin-Deep Outside-In. True Outside-In. how the customer is doing. how to support customers’ goals. Journey maps focus on.

Customer Experience 101

Customer Experience VOC CXM Customer Experience Management 101

ClearAction

AUGUST 16, 2016

Robust processes and tools are necessary for strategic action on VoC data. When I was at Applied Materials we had a well-oiled machine in our VoC actioning. Customer Experience Improvement is a Team Sport. First, we researched what it takes to drive action, by talking to action experts outside and inside our company.

CXM 67

CXM Customer Experience VOC Sports 67

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

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Relevance means each functional area readily recognizes VoC as useful to their specific role. Relevance depends on more than accessibility.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Qualtrics

FEBRUARY 17, 2021

This input allows teams of product, technical, operations, and business leaders to make sound decisions together, turning that dragster into a high-performance sports car that can handle those curves customers throw at us. Many CX teams have even begun to incorporate session replay data to contextualize their direct customer feedback.

VOC 26

VOC E-commerce Sports CX 26

ClearAction

NOVEMBER 4, 2020

“Some companies are going to struggle to really start adapting and incorporating the voice of the customer into their strategic objectives and internal KPIs and core goals,” commented Samantha Ziesel, former Group Director of VoC at Meggitt. Re-allocate your CX management resources in budget, people and time to support the above.

Customer Experience 77

Customer Experience Invoicing Sports VOC 77

CX Journey

DECEMBER 11, 2014

But if you want to understand whether your VoC data is accurate, this could be an indicator that it’s not. For B2B companies collecting VoC data, there are often many more facets to the story - it’s a complex, choose-your-own-adventure kind of tale! These metrics really only scratch the surface of measuring the customer experience.

B2B 62

B2B VOC Start-ups Sports 62

Execs In The Know

MAY 18, 2021

The Importance of Research to the Modern CX Executive . But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Re-Working Digital CX: A Reality Check with Top Brands. Host/Sponsor: Fancy Mills, COPC Inc. What about feedback?

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Qualtrics

NOVEMBER 21, 2019

For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ). From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX.’. Read how John built a global CX team.

Retail 22

Retail Entertainment CX Start-ups 22