ClearAction

JUNE 8, 2015

As such, some companies have established a chief customer officer or a central CX team at the corporate and/or business unit level to facilitate customer focus and CX improvement across the organization. Teams must meet often to checkpoint key metric: "Are customers truly happy with us?"

Customer Experience 48

Customer Experience Sports Guidelines Chief Customer Officer 48

Waypoint Group

OCTOBER 17, 2019

Implementing Waypoint Group’s TopBox TM Customer Engagement platform, Reciprocity realized significant benefits within just 12 months: 50%+ increase in CSM team productivity. Metrics to gauge product improvement plus customer experience and satisfaction. Reciprocity, Inc.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Pointillist

AUGUST 18, 2021

The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries. And that’s really the enablement of this journey management; having that governance to see all the things that are going on and how they’re going to impact the experience.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Experience Matters

APRIL 7, 2015

Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint. Fizzback significantly improves employee engagement by providing detailed and objective customer satisfaction metrics to optimize KPIs for any team, agent or store. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Pointillist

MAY 23, 2018

Visualize a “future-state” customer experience to spur innovation. Communicate and align the organization around a customer-centric model. Serve as a CX change management and governance tool. Customer journey mapping is an effective approach for transformation initiatives aimed at creating a customer-centric culture.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

West Monroe

JUNE 20, 2022

Regulatory compliance and government funding associated with the Affordable Care Act, No Surprises Act, and CARES Act—among other laws—have also driven the adoption of electronic health records, price transparency, and telehealth expansion—all key pillars of customer centricity. Adding value in your data. Key trends.

Healthcare 52

Healthcare Trends Analytics Multi-Channel 52

West Monroe

JUNE 20, 2022

Regulatory compliance and government funding associated with the Affordable Care Act, No Surprises Act, and CARES Act—among other laws—have also driven the adoption of electronic health records, price transparency, and telehealth expansion—all key pillars of customer centricity.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

West Monroe

JUNE 20, 2022

Regulatory compliance and government funding associated with the Affordable Care Act, No Surprises Act, and CARES Act—among other laws—have also driven the adoption of electronic health records, price transparency, and telehealth expansion—all key pillars of customer centricity. Adding value in your data. Key trends.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

ClearAction

NOVEMBER 21, 2015

How can we expect smooth customer experiences when the diverse set of roles involved never talk? Design data management, governance, systems, processes, and policies in ways that bridge silos from the get-go. Silos are exhausting for customers and employees alike, causing distrust, low morale, and churn.

Customer Experience 48

Customer Experience Gamification ROI Customer Experience Management 48

ClearAction

APRIL 18, 2015

So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. Helping executives establish a customer-focused big picture in strategy and culture. Listen, observe, and advise.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

ClearAction

NOVEMBER 16, 2023

There was a wonderful window of opportunity for VoC managers to inject customer focus into each of these challenges, but unfortunately, few VoC managers were poised to do so with appropriate insights or political positioning. Deliver them in a timely manner, such as just before strategic planning or ops reviews, or other milestones.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132