CX Journey

DECEMBER 27, 2018

It appeared on their blog on March 28, 2018. You can't change the culture and the way you do business overnight. Just like your company vision or your CX vision, your change vision is inspirational, but it is realistic and drives strategy, as well as the execution of that strategy. Change is hard. Set your vision.

Culture 88

Culture Communication Course Employee Experience 88

Innovative CX

MAY 6, 2020

We don’t have time for journey mapping workshops or “how to” strategy sessions. Every strategy we’ve executed seems meaningless in the face of 30 million unemployed Americans, a contracting GDP and a volatile stock market. Consider this simple fact: customer expectations changed overnight and will never again be the same.

Customer Experience 59

Customer Experience Customer Journeys Financial Customer Expectations 59

inmoment

MAY 5, 2020

The COVID-19 pandemic changed the way many companies do business overnight. That’s why your customer experience (CX) and employee experience (EX) programs may be the heroes your company needs —even in the post-COVID-19 world. Double Down on Employee Engagement Strategies.

Call Center 52

Call Center Banking Metrics Trends 52

Eptica

FEBRUARY 19, 2019

Earning customers’ trust does not happen overnight, but it is worth striving for. There are many more ideas and strategies we could add to this list, but it is a good starting point to establishing more trust with your customers. Why focusing on CX is key at times of change. Nobody and no organization is perfect.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

Chattermill

DECEMBER 2, 2018

On 21st November a hundred plus UX, Product Managers and CX leaders gathered in London at the WeWork in Provost & East for the largest event co-hosted by Chattermill and Usabilla to date. Mike set the scene for the evening by discussing the evolution of CX, analytics and the research industry. Were you unable to make the event?

Customer Centricity 40

Customer Centricity Roadmap Analysis Feedback 40

inmoment

MARCH 24, 2020

The sudden influx of physical distancing, the (hopefully temporary) shuttering of businesses, and general unease about the virus have all reshaped how customers interact with brands virtually overnight. In these trying times, we know that it’s more important than ever to focus on CX best practices. You can access it for free here!

Communication 40

Communication Social Media Brands Customer relationships 40

Natalie Petouhof

AUGUST 15, 2022

History Foreshadows CX Problems. I chose to focus my review around Chapter 3 – History Foreshadows CX Problems – because as the title suggests, what has come before is often a good indicator of what is to come. This is why customer experience – CX – has become so important, at least among businesses that understand two things.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

Bold360

FEBRUARY 13, 2020

The problem with this approach is that there’s not a single unique product in today’s world that’s going to develop overnight. Your customer experience strategy is what’s going to push you over the edge. WHY DO ORGANIZATIONS FAIL WHEN THEY WORK ON A NEW CX INITIATIVE? CX is thought of as a destination. About CXNext Live.

How To 59

How To Competitive Advantage Culture Leadership 59

Pointillist

DECEMBER 10, 2019

By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score ® (NPS ® ), Customer Satisfaction and Customer Effort Score. It’s the one KPI that is most indicative of the effectiveness of your customer experience (CX) strategy. As a CX leader, your success relies on your ability to understand and leverage CLV.

NPS 111

NPS Net Promoter Score Customer Journeys Metrics 111

Hero Digital

NOVEMBER 12, 2018

Intranets are a primary source of information and communication for a company’s entire employee population, yet corporate intranet design and strategy is often overlooked. How can your intranet strategy improve efficiency, engagement, and retention? Streamline Internal Communication.

Employee Engagement 66

Employee Engagement Engagement Strategy Culture 66

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. What advantages do CX leaders gain from using a journey management approach? podcast and the Experience Maker Show.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Customer Guru

DECEMBER 13, 2017

Furthermore, disruptive startups launch innovative products that get adopted by millions of users almost overnight. In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Without a doubt the biggest mistake is…” Assuming that a CRM solution should be selected prior to building out a comprehensive customer experience strategy.

Software 40

Software Customer Experience Company CRM 40

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? If you’re not investing in CX, it’s very likely that your competitors are. The stage has been set – now let’s jump right into the top 12 Reasons to Invest More in Customer Experience (CX): 1. CX is not as fluffy as it may seem.

CEM 122

CEM Customer Experience Customer Centricity ROI 122

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Companies that do not have a strategy are destined for failure. Sasha Tenodi.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40