Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University.

CXM 97

CXM CX Customer Journey Map Sports 97

ClearAction

OCTOBER 25, 2022

Great news: it is less expensive than what you are doing now in CXM. While technologies and data management can improve consistency and minimize many issues, you still depend upon people to set parameters, inputs and outputs. In fact, technology deployment requires full-time management. Learn More. Learn More. Learn More.

CXM 71

CXM CX Sports Customer Experience Management 71

Sprinklr

OCTOBER 20, 2021

But, social suites that combine a strong social media strategy with a unified customer experience management (Unified-CXM) platform can more effectively drive the value of your social engagement to every corner of your enterprise. Fewer silos and dead ends. More collaboration and communication. Happier customers.

Social Media 85

Social Media Unstructured Data CXM Social Listening 85

Intercom, Inc.

SEPTEMBER 15, 2021

Al Ramadan had started a company called Quokka Sports back in the 1990s during the dot-com boom and I was a columnist for USA Today writing about technology. Basically, it was inventing the idea of sports on the internet and using data to help tell the story of sports, all this stuff that’s commonplace today.

Sports 205

Sports Start-ups CXM Innovation 205

ClearAction

OCTOBER 1, 2018

That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. Here’s why: CXM Status Quo. Clearly, the CXM status quo is likely necessary but certainly insufficient.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

ClearAction

AUGUST 16, 2016

This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). Using a tractor as a metaphor, she described the requirements for best-in-class CXM. The windshield represents CXM vision and strategy. The steering wheel represents the CXM organization and governance.

CXM 67

CXM Customer Experience VOC Sports 67

ClearAction

MAY 31, 2015

Turning to technology or organization structure to solve all these ills is often a step in the right direction. Coordination among managers of various customer experience efforts is one of six success factors identified by the ClearAction CXM Best Practices Study. Customer Experience Improvement is a Team Sport. Silver Bullets.

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100