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. Two very different CX is a Team Sport analogies may be surprising to you.

Sports 62

Sports CX Scorecard Touchpoint 62

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. Such a loose confederation would never fly in sports! Customer Experience Improvement is a Team Sport.

Sports 94

Sports Customer Experience Scorecard CX 94

ClearAction

APRIL 3, 2015

Customer Experience Improvement is a Team Sport. Employee Engagement in Balanced Scorecards. Customer Experience Governance: Do This, Not That. Improve Customer Experience by Eliminating Customer-Focus Boundaries. Customers First, or Employees First ?

Customer Experience 121

Customer Experience VOE Government Scorecard 121

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

ClearAction

APRIL 18, 2015

Customer Experience Improvement is a Team Sport. Employee Engagement in Balanced Scorecards. Customer Experience Governance: Do This, Not That. Improve Customer Experience by Eliminating Customer-Focus Boundaries. Customers First, or Employees First ?

Customer Experience 96

Customer Experience Social Media CX Scorecard 96

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer.

CX 121

CX Customer Experience Education Machine Learning 121

Gainsight

MARCH 31, 2020

We’ve said it before—customer success is a team sport. Use the Mass Edit Scorecard to view all at-risk customers in one table, take notes on the “Save Plan”, and assign actions to other teams. Include measures such as usage, customer outcomes achieved, customer experience, etc.—take Run efficient risk escalation meetings .

E-commerce 85

E-commerce CRM NPS Scorecard 85