Heart of the Customer

AUGUST 20, 2020

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103

103

Experience Investigators by 360Connext

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. I’m seeing too many CX leaders who are not given the right authority or influence they need to be successful.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. So what’s a fearless CX champion like you to do? It’s time to build some bridges.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

InMoment XI

MARCH 14, 2023

That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter. Jim: Would you say Avnet is like a hub for those 300 suppliers?

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

CX University

MARCH 22, 2018

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. CX is not like a sales methodology, or a new technology. What Does It Mean to Embrace CX? CX is none of these things in my view. It needs be anything but.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

SmartKarrot

FEBRUARY 1, 2022

Several CX experts have themselves struggled in this endeavor. According to a Pega Systems study , a mere 35% of businesses have a C-level sponsor for CX, and in 36% of companies, director level or below executive leads them. The importance of CX continues to increase in the market.

Leadership 21

Leadership Customer Experience Customer Success Meeting 21

Currency Alliance

DECEMBER 4, 2023

That was also a theme last year – but as we discuss in this article, two things have changed. So, our 8 trends for 2024 are based on intelligent, data-led marketing – which naturally should lead to lower costs, in a way that lays the groundwork for brands to build more meaningful relationships with their customers.

Loyalty 59

Loyalty Trends Data Marketing 59