Experience Investigators by 360Connext

OCTOBER 22, 2019

So it’s not terribly surprising to learn that the organizations who earned “good” or “very good” employee engagement ratings in the State of CX Management 2018 report by the Temkin Group (now part of the XM Institute) are also much more likely to be ranked as CX Leaders.

Trends 169

Trends Customer Experience Chatbots Innovation 169

ClearAction

OCTOBER 25, 2022

Your organization’s scores reveal your customer experience maturity: Mobilize CXM, Operationalize CXM, Align CXM, Embed CXM. 5 CXM competencies are Metrics & Analytics, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Operationalized CX Strategy.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Qualtrics

JULY 18, 2019

We love what the Qualtrics XM Institute had to say about using technology to close the loop with customers in Operationalizing XM : “…companies should automate and manage a closed-loop process using tools such as ticket management, status updating, and tracking.”. Here are a few ideas. Use technology. Book a Demo.

Feedback 49

Feedback Government Airlines Social Media 49

Qualtrics

AUGUST 27, 2021

Per Bruce Temkin, Director of Qualtrics’ XM Institute, these are the three essential phases for heading back to business. Companies that aren’t starting to formalize and operationalize their post-pandemic strategy — with a revisited segmentation at the core — may find themselves left behind. Go from what to why.

Consumers 49

Consumers Marketing Video Strategy 49

Qualtrics

JULY 6, 2020

Here’s what the XM Institute considers the four stages organizations will go through on their way to a new way of working: Stage 1: React. At this stage, what was ‘ work different ’ is now operationalized as your new normal. Most organizations get an A-grade on the response. Stage 4: Normalize.

Employee Experience 40

Employee Experience Employee Engagement Guidelines Feedback 40

Qualtrics

JANUARY 21, 2020

The Qualtrics XM Institute recently published a series of new reports that examine the current quality of customer experience (CX) within seven key industries: airline , automotive , banking , health insurance , hotel , insurance , and retail. To download the Industry Snapshots for free, visit the XM Institute homepage.

Industry 36

Industry Self Service Airlines Customer Experience 36

SurveySensum

JULY 14, 2020

Joakim Thörn – XM Scientist and Keynote Speaker. XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132