ClearAction

APRIL 3, 2015

Many customer experience excellence endeavors in companies begin with a survey, service training, customer engagement campaign, CRM technology or similar program. Customer Experience Improvement is a Team Sport. Employee Engagement in Balanced Scorecards. —@clearaction. Customers First, or Employees First ?

Customer Experience 121

Customer Experience VOE Government Scorecard 121

ClearAction

MAY 31, 2015

Turning to technology or organization structure to solve all these ills is often a step in the right direction. Customer Experience Improvement is a Team Sport. Employee Engagement in Balanced Scorecards. The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties.

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. So, what should we expect in the nearest future?

CX 121

CX Customer Experience Education Machine Learning 121

ClearAction

APRIL 18, 2015

Employee engagement is vital to CX because (1) technology, surveys, and intelligence are only as valuable as the actions that they inspire and enable, and (2) customer experience is shaped by the ripple effect of each department across the company. Customer Experience Improvement is a Team Sport. —@jameskobielus.

Customer Experience 96

Customer Experience Social Media CX Scorecard 96

Gainsight

MAY 21, 2021

His pitch was simple: “This technology is incredible and the culture is off the charts, but at the pace we’re adding customers, onboarding has gotten a bit too messy and complex. But our “product” is more than just our technology. Our team has been known to sport our own custom “Gainsight Loves [Customer]” t-shirts.

NPS 52

NPS Scorecard Sports Customer-Centric Organization 52

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Gainsight

JUNE 9, 2021

Major Takeaways: As PTC transformed their model to SaaS, they had to balance current and new customers while dealing with disruptive technologies that required varying levels of support. They also have to realize that customer success is a team sport that requires a coordinated effort between CS and Sales. The answer?

Scorecard 52

Scorecard Sales Engineering Sports 52