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2020 Customer Experience: 20 Wishes

ClearAction

Profitability (cost savings) is the best path to CX-inspired growth. Non-customer-facing groups create or limit value. Key driver analysis (advocacy index correlation analysis) opens the door to actionability. Key drivers identify areas where non-customer-facing teams can make a difference.

CXM 120
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2020s Customer Value: 20 Wishes

ClearAction

Profitability (cost savings) is the best path to CX-inspired growth. Non-customer-facing groups create or limit value. Key driver analysis (advocacy index correlation analysis) opens the door to actionability. Key drivers identify areas where non-customer-facing teams can make a difference.

CXM 90
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5 Best Experience Management Metrics

ClearAction

You may have profit sharing or mutual funds or stocks, where each share’s value matters. EPS is ultimate for profit-based brands, but for non-profit and government organizations, Return on Assets or an equivalent metric is the ultimate indicator of excellent management. Then: Why are we allowing that?

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Growth Through Customer Experience Momentum

ClearAction

You can see evidence of this in Forrester’s analysis 1 , where they found that stock price for customer experience (CX) leaders grew 34%, in comparison to 5% for CX laggards and 20% for the S&P 500 during the same time period. 1) strategic operationalization, 2) proactive rewards, and 3) holistic dashboards.

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Introducing Brand Impact Simulator

Qualtrics

Brand Impact Simulator uses a proven methodology — Johnson’s relative weight analysis — to understand the relationship between correlated variables. your key drivers) identified in the key drivers analysis correlate with dependent variables (i.e. brand equity or brand consideration score).