Lumoa

MAY 5, 2022

Working with CX is about being at the forefront, knowing your customers so well that you can design positive experiences and customer journeys that at the same time reduce or eliminate unwanted friction. The Benefits of a Customer Experience Strategy CX is indispensable to compete and grow profitably in the market.

Customer Experience 103

Customer Experience CXM Artificial Intelligence E-commerce 103

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

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

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

SurveySensum

OCTOBER 2, 2024

What is Customer Experience Management (CXM)? Customer Experience Management gives you a 360-degree view of your customers, allowing you to segment them based on behaviors, map their journeys, and anticipate their needs. It’s about fostering relationships by understanding who your customers are and what drives them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

ClearAction

DECEMBER 30, 2017

As each manager strives to keep their work manageable, they’re probably building-in silos that short-change information-sharing, smooth handoffs, and collaborative ownership of the bigger picture from the customer’s viewpoint. Apply voice-of-the-customer to customer lifetime value and operational data.

Customer Experience 75

Customer Experience CXM Customer Experience Management Voice of the Customer 75

ClearAction

FEBRUARY 27, 2017

Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort. Their charter is to solicit and report feedback from customers. You get what you empower.

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

Aquire

AUGUST 9, 2021

The “The State of CCM-to-CXM Transformation” report, breaks down this journey into three specific parts: CCM is led by IT departments. Often characterized by a focus on print and documents and lacking a consistency of voice across all channels. The rise of the voice of the customer. But no longer. Be real time.

Social Media 98

Social Media Omnichannel CXM CRM 98

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. A former UK Customer Experience Awards judge, Salman Sharif is a Customer Experience Specialist and Influencer.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why are your customers turning away from you?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ClearAction

FEBRUARY 27, 2017

Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort. Their charter is to solicit and report feedback from customers. You get what you empower.

VOC 54

VOC CXM Customer Experience Maturity Model Start-ups 54

ClearAction

DECEMBER 31, 2015

. “Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Here are 3 keys to getting it right: CXM infrastructure, CX champions, and CX momentum.” ” Breaking Down Silos for Customer Experience Management. “Growth requires fuel.

Customer Experience 63

Customer Experience Sports Government CXM 63

ClearAction

DECEMBER 15, 2015

Customer Experience for the Future — Key #5: Momentum Drives Company Growth. New customers and returning customers are the fuel of company growth. You can invest in inorganic growth : programs and technologies that entice renewals and evangelism. Growth requires fuel.

Customer Experience 63

Customer Experience CXM Customer Experience Management Construction 63

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

ClearAction

MAY 24, 2016

B2B customers talk with one another at trade shows, symposiums, and trade association events. Sometimes one customer company takes the lead on an issue that is followed by the others. Customer Experience Enablement at GE. B2B Voice of the Customer: Integrating Decision Influencers’ Views.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

ClearAction

NOVEMBER 16, 2023

Indeed, among companies participating in XM Institute’s State of Voice of the Customer Programs study, only “one-quarter think they are good at actually making changes to their business based on the program’s insights”. EMC and Dell created a mobile app for employees and partners to send customer comments to a central database.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Experience Investigators

AUGUST 9, 2022

Customer experience is so ill-defined in general that it’s easy to think the tools in the CX toolkit are enough to say “we’re doing CX.” That’s why Customer Experience Management is so critical. What is CX Management (CXM)? We define it as three things: A mindset. A strategy. A business discipline.

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60