Forrester's Customer Insights

JULY 8, 2022

Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX. How can CX leaders gain funding?

Exercises 49

Exercises Connections Communication Customer Experience Management 49

InMoment XI

FEBRUARY 24, 2022

So how should a CX practitioner go about bridging that gap in communication? How can you take the invaluable insights your CX team is discovering and translate it into meaning that executives will understand and act on? The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points?

Tips 493

Tips ROI Metrics Touchpoint 493

InMoment XI

MAY 3, 2022

This can be solved by focusing more on unstructured questions to allow customers to actually express what they’re thinking about. So think about the different touchpoints that pose potential for valuable CX data. are about 19-22% likely to complete a traditional survey. Tip #3: Remember, CX Data Is for Proving ROI.

Insurance 493

Insurance Tips Data Return on Investment 493

InMoment XI

OCTOBER 26, 2022

Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie). For example, many large organizations have a Chief Customer Officer, an executive professional in charge of the company’s relationship with the customer, who reports to the CEO.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

InMoment XI

OCTOBER 12, 2022

Research shows that it takes about 12 positive experiences to make up for one unresolved negative experience. Get Executive Buy-In. Customer experience is an investment, and for your program to have a positive impact—and succeed—you need buy-in from your executive team. That’s where a closed-loop system comes in!

System 493

System Chatbots Fashion Study 493

Experience Investigators by 360Connext

MARCH 26, 2024

We’re not just talking about the immediate click-to-buy; we’re navigating the deeper waters of brand storytelling and authenticity. About Greg Kihlström: Greg Kihlstrom. He is a multiple-time co-founder and C-level executive, leading several acquisitions and currently sits on the board of a martech startup.

Banking 178

Banking Advertising ROI B2B 178

InMoment XI

AUGUST 2, 2023

We learnt that there are multiple approaches to achieving success and that the true differentiators between leading and lagging companies are culture, capability, and execution. NPS Best Practices Tip #3: How You Execute is Key To Your Success Effective execution determines success. Take The Lead!

NPS 260

NPS Customer Centricity Tips Automotive 260

InMoment XI

JANUARY 12, 2023

Executives and program stakeholders love customer-told success stories too. This strategy also helps executives feel a human connection to your CX program; they love to hear stories about how the organization created a meaningfully improved experience for another person. The Customer Lifetime Value Journey.

Social Media 529

Social Media Tips Customers Customer Retention 529

InMoment XI

MAY 2, 2023

For example, let’s say that your call center data shows customers frequently complain about the log in experience for their online account. Then you know you need to dig into the call transcripts and other available unstructured data to understand what about that experience is making such a negative impact on your customers.

Strategy 295

Strategy Call Center ROI Resources 295

InMoment XI

FEBRUARY 15, 2023

What these additional elements suggest is that customer experience is a team sport that requires the participation, alignment, and coordination of the entire organization—and that your success will be limited if it is a grassroots effort and not a strategy led and supported by the executive leadership team.

Sports 295

Sports Leadership Lifetime Customer ROI 295

Experience Investigators by 360Connext

OCTOBER 17, 2023

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. Even if you believe you understand what it means to be customer-centric, or feel like you’re getting those nods of encouragement during conversations about CX, I encourage you to read this anyway.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. By nature, a startup is all about the big picture. Do you need a customer experience manager dedicated to managing this effort?

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

CX Accelerator

JANUARY 14, 2024

Learn more about our board and join using the link below. link] We strongly believe that there is something special about Customer Experience work and the people who do it. Nate Brown, Executive Director CXAccelerator@gmail.com It is meant to be a gift to the CX community as we navigate these challenging times together.

Customer Experience 182

Customer Experience Company Customers 182

BlueOcean

FEBRUARY 22, 2024

They are curious about how they could positively impact your business beyond simply achieving service goals. Read more about ESG and the RFP here.) Throughout the RFP process, observe how responsive and engaged the potential partner’s senior executives are. They want to workshop risk-reward models with you.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Forrester's Customer Insights

MARCH 24, 2022

CRM is a foundational front-office technology. Enterprises originally used CRM to provide operational efficiencies for sales, marketing, and customer service organizations. Today, CRM is undergoing a second wave of adoption, where it’s used more broadly to support customers through their end-to-end journeys.

CRM 26

CRM Sales Technology Marketing 26

Forrester's Customer Insights

MARCH 24, 2022

CRM is a foundational front-office technology. Enterprises originally used CRM to provide operational efficiencies for sales, marketing, and customer service organizations. Today, CRM undergoes a second wave of adoption where it’s used more broadly to support customers through their end-to-end journeys.

CRM 26

CRM Sales Technology Examples 26

C3Centricity

MARCH 12, 2024

This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success. It’s about delivering the right message, to the right people, at the right time. What is the cornerstone of sustainable growth and competitive advantage today?

Customer Engagement 226

Customer Engagement Engagement Competitive Advantage Entertainment 226

Forrester's Customer Insights

NOVEMBER 3, 2021

The turbulence that your employees survived has placed them in a different state of mind. They expect improved resources to enable their success at work; they may even want different outcomes for their careers. Discover our employee experience predictions for 2022.

Employee Experience 49

Employee Experience Resources Customer Experience Customers 49

Forrester's Customer Insights

APRIL 24, 2019

It’s easy to pick out truly bad examples of leadership. In every organization you are part of — from the parent-teacher cooperative to the leaders of nations — there are inept leaders who seem to have cajoled or manipulated their way into their roles. Despite how easily such examples come to mind, however, these egregious […].

Leadership 43

Leadership Examples Management Customer Experience 43

Experience Investigators by 360Connext

FEBRUARY 6, 2024

It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. An NPS rating above 0 is considered good, above 50 is considered excellent, and anything about 75 is considered world-class. And that’s a problem. What are its pros? What are its cons?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Experience Investigators by 360Connext

FEBRUARY 1, 2022

I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. They don’t feel supported and don’t have the real buy-in of the CEO and other executives. . That’s right.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Brad Cleveland Blog

SEPTEMBER 9, 2015

And a prerequisite … Continue reading → The post 10 Things Executives Should Know About Contact Centers appeared first on Brad Cleveland. To fulfill their potential, customer contact centers need commitment and involvement from the top.

Contact Center 26

Contact Center Management Call Center Customers 26

Experience Investigators by 360Connext

JANUARY 30, 2024

Reflect on the executive order that’s shaking up agency status quos and the newfound trust blooming between citizens and their government. This isn’t just a conversation about technology; it’s about humanizing the automated, ensuring accuracy, and strategically mapping the customer journey to adapt to this new frontier.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

TechSee

MARCH 7, 2023

She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills. It’s really about the collaboration of different ideas and innovations coming together”.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

SuiteCX

FEBRUARY 18, 2020

They still require work as most are executed at the end of an interaction set. Journey Analytics tools help analyze customer-level data from multiple systems to see patterns and draw conclusions about the customer journey (e.g., Target user – CX and UX strategists and planners Resource and investment level – Low to medium.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Customer Bliss

AUGUST 30, 2021

As a result of that experience, Nooyi decided that all of the mothers and fathers of her executives reporting to her deserved the same praise. “It occurred to me that I had never thanked the parents of my executives for the gift of their child to PepsiCo,” she recounted in an interview.

Case Study 310

Case Study Hotels Travel Company 310

West Monroe

SEPTEMBER 25, 2023

As generative AI drives new urgency for data and digital transformation, our second-annual survey of 700 C-suite executives and 5,000 consumers finds that companies are working to overcome macroeconomic headwinds while embracing digital throughout their organizations. Execution matters. Download research ×

Customer Centricity 105

Customer Centricity Analytics Data Survey 105

Gainsight

APRIL 22, 2024

Two of those steps should involve alignment with your executive team and your top customers. Including your executives in these conversations is vital. To ensure executive buy-in, you should discuss what metrics they want to be tracked, how they envision the community, and how they want to be involved.

Metrics 52

Metrics Customer relationships Customers Engagement 52

ShepHyken

FEBRUARY 26, 2024

What role does gaining true senior executive alignment play in the success of transformative initiatives? It’s all about understanding the problem and outcomes your customers are trying to achieve.” ” ” Gaining true senior executive alignment is critical for successful transformations.

Leadership 92

Leadership Communication Strategy Customer Experience 92

SurveySparrow

MARCH 5, 2024

Through Executive Dashboards! Executive Dashboards serve as visual tools, converting complex data into graphical representations. These visual representations will help business executives make effective decisions with dashboard insights. What is an Executive Dashboard? Explore our executive dashboards now!

Industry 52

Industry Net Promoter Score Hospitality Healthcare 52

ShepHyken

APRIL 25, 2023

I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. Montañez took this message to heart, and for almost 10 years, while still working at the plant, tried to learn everything he could about Frito-Lay.

Insurance 101

Insurance Customer Service Training Meeting Leadership 101

Totango

MAY 17, 2023

Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the reins on defining the next generation of growth for our organizations. This reflects an opportunity to drive better alignment from the top.

Sales 106

Sales Marketing Sports Customer Journeys 106

2020 Research

DECEMBER 13, 2023

With these results, you can refine your ideas and execute a perfect launch for your audience. Concept testing helps provide this valuable knowledge regarding consumer preferences and expectations by testing your ideas before launching them.

Consumers 97

Consumers Marketing How To 97