Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Think about a great customer experience you’ve had.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Actively engage stakeholders and employees in the CX process.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

Eptica

NOVEMBER 20, 2019

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Author: Arnaud Dufournet - Chief Marketing Officer Focusing on customer experience delivers clear benefits in terms of increased engagement, higher brand reputation and most of all increased revenues.

Touchpoint 69

Touchpoint Customer Centricity Culture Leadership 69

Confirmit

NOVEMBER 18, 2019

Employee Experience (EX) is the new kid on the block, and organizations, both consultancies and enterprises, are trying to get to grips with it. So in a sense, Employee Experience is not a “program”, it’s a “topic.” Surveys continue being an important method in collating employee views.

Employee Engagement 45

Employee Engagement Employee Experience ROI Measurement 45

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Employees across an organization work with buyers at different stages in the customer journey. By gathering their feedback, companies can capture the biggest picture of employee and customer needs. By focusing on both the employee and customer experience, woom bikes: Bolsters customer experience by acting on employee feedback.

Customer Base

PeopleMetrics

NOVEMBER 22, 2019

At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Communication should be ongoing.

Communication 54

Communication CEM Touchpoint Software 54

CSM Magazine

NOVEMBER 19, 2019

When companies spend time ensuring their employees are engaged, the results speak for themselves. According to CX futurist Blake Morgan, companies with highly engaged employees outperform their competition by 147%. So, what is the correlation between employee excellence (EX) and customer excellence (CX).

Software 49

Software Touchpoint Feedback User Experience 49