Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. CEM is no different, but tracking metrics alone is not a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

OCTOBER 9, 2019

Leaders today are charged with big, bold initiatives like “Cultural Transformation” without a playbook or even a proper goal. Another way we don’t really talk about CX is when we talk all about the Customer Experience Management (CEM) platform. I could hardly blame the person. But it got me thinking.

Customer Experience 110

Customer Experience CEM Net Promoter Score Customer Journeys 110

Esteban Kolsky

MARCH 14, 2022

is bitcoin going to replace fiat currency and central-bank finance?, as i tried to frame the message and the positioning within the current market i began to notice in the research and thought leadership around me: we lacked a framework. how is CX today different from CEM 10-20 years ago? you get the point.

CRM 60

CRM Guidelines CEM Metrics 60

Esteban Kolsky

MARCH 14, 2022

is bitcoin going to replace fiat currency and central-bank finance?, as i tried to frame the message and the positioning within the current market i began to notice in the research and thought leadership around me: we lacked a framework. how is CX today different from CEM 10-20 years ago? you get the point.

CRM 60

CRM Guidelines CEM Metrics 60

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. We’ve seen many examples of companies that have, or created, these kinds of cultures and levels of value delivery: Zappos, SunTrust Bank, Wegmans, Southwest Airlines, IKEA, Virgin, Rackspace, Disney, Zane’s Cycles, USAA, Target, Ritz Carlton, IBM, QVC, Umpqua Bank, Costa Coffee, etc.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Ian Williams

JUNE 23, 2019

This usually, however, has more to do with the leadership and/ or company culture of an organisation than it does the validity of the exercises. These elements provide the organisation with a ‘bank’ of ideas that potentially forms the basis of a transformation programme to change the experiences of customers.

Customer Journeys 45

Customer Journeys Exercises Banking Customers 45

Beyond Philosophy

JUNE 11, 2015

Walmart, has been considering development of its own ‘house’ bank, which would provide even more customer data. Additionally, and again like Asda, these chains have said they will go back to the basics: clean stores, well-stocked shelves, reduced checkout time, clearly marked sale items, and creation of a more customer-focused culture.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60