CX Ahead

Engagement lessons from Orlando, the world’s entertainment capital

CX Ahead

Besides from being a CX Speaker, I also publish articles such as this one on the CX Network, a leading platform for senior CX and Marketing leaders.

Is Having a Horde of Promoters REALLY the Key to Your Customer Experience Strategy?

CX Ahead

This article was originally published on the Worthix blog, a cutting-edge AI-based voice of the customer software. If there is one thing that truly scares me when I talk with senior leaders at conferences, it’s the lack of forethought many have in choosing a metric for their business.

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The future of banking is about enabling and delivering transformative customer experience

CX Ahead

To truly thrive, banks need to provide value beyond handling money, delivering a transformational customer experience. Joe Pine and James Gilmore pioneered customer experience with The Experience Economy.

Nintendo: The tech company with CX at its gaming core

CX Ahead

This article was originally published on the CX Network, a leading platform for senior CX and Marketing leaders. From the first portable controller to a touchscreen before the iPhone, what you can learn from Nintendo’s experience design.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

2018: The year of a more leveled CX playing field

CX Ahead

This article was originally published on the CX Network, a leading platform for senior CX and Marketing leaders. This isn’t the year of futuristic innovations and a complete industry overhaul, 2018 is about customer experience maturity across the board.

Defining the new normal with AI: How the Nordics are transforming CX

CX Ahead

This article was first published on the CX Network. It was later re-published on the AI Intelligent Automation Network. What can global organisations learn from the AI-road being paved by Nordea and Nordic Choice Hotels?

Do AI and text analytics bring the death of surveys?

CX Ahead

This article was originally published on the CX Network – a leading platform for CX and Marketing senior leaders. It’s a new world of customer feedback measurement, but is it out with the old and in with the new, or can traditional and futuristic tech work alongside each other to paint a complete picture? Let’s […]. The post Do AI and text analytics bring the death of surveys? appeared first on CX Ahead.

Customer experience in the era of 3.0 FinTech

CX Ahead

This article on FinTech was oringinally published on the CX Network. If you want to read another article on FinTech, you can read my take on the future of the ATM. The 3rd generation of FinTech is fantastic news for customer experience in niche segments, says CX expert Gustavo Imhof. The surge of technology-savvy and […]. The post Customer experience in the era of 3.0 FinTech appeared first on CX Ahead.

3 success factors when implementing customer experience best practice*

CX Ahead

This article was first published on Nunwood.com – the Customer Experience Blog. It is the exclusive property of KPMG Nunwood, part of KPMG in the UK. KPMG Nunwood believes] in identifying the driving forces behind creating great experiences and helping [their] clients implement superior experiences on the back of this insight. Understanding the DNA of […]. The post 3 success factors when implementing customer experience best practice* appeared first on CX Ahead.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

How to Build a Multi-Skilled CX Team

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The top 9 skill sets you need in your core customer experience team in order to succeed. Articles

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10 (Common) Challenges of a CX Cross-Functional Team

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The most prominent challenges of running a cross-functional CX team and how to overcome them. Articles

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How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

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Three Phases For Heading Back To Business

Experience Matters

Organizations need to plan for three phases of recovery after the post-COVID shut down: 1) Explore, 2) Reorient, and 3) Normalize. This post explains each phase and how Experience Management (XM) can help. The post Three Phases For Heading Back To Business appeared first on Experience Matters.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Governance Structure: How to Take Your CX Team Cross-Functional

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Establish these five committees to properly structure and govern a cross-functional CX program. Articles

The Catalogue of Customer Experience Metrics

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The most popular CX metrics catalogued by purpose and best use case. Guides

CX Leadership: Do You Have What It Takes?

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The traits, discipline, and knowledge that it takes to lead a successful customer experience program. Articles

How to Implement a Post-Purchase Survey to Boost Ecommerce Sales

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The 8 steps to creating a successful post-purchase survey plan. Articles

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How to Create Your CX Program Charter

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The CX charter is a concise document that defines roles, responsibilities, timelines, and outcomes for your cross-functional CX program. Articles

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Apollo 13: NASA’s Greatest Innovation Moment 50 Years Ago

MaritzCX

In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical.

Why Technology Won’t Help You Understand Your Customers

C3Centricity

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. .

Interview With CX Ambassador Simon Whight

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Interview with Simon Whight, senior systems analyst at Zen Internet, an internet service provider in Manchester, England, about his career in the customer experience space. Articles

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

6 Ways to Provide Meaningful CX During a Global Crisis

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How companies can show empathy and deliver meaningful customer experience needed during a global crisis. Articles

3 Questions To Guide Your “New Normal” Customer Experience Strategy

Kerry Bodine

As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold.

Incorporating Customer Feedback in your Business Planning

IntouchInsight

Customer feedback is a critical tool for every business. It allows you to decide if you're going to follow the trends set by your competitors, or respond to what your specific customers are expecting as the world around them changes

What is a Voice of the Customer Program and how do you start one?

Lumoa

Businesses use voice of the customer programs to gather essential input for setting design specifications for products or services. It can also act as a springboard for future innovations. The goal of VoC is to give businesses a detailed understanding of what the customers' needs and wants are.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

How to Improve Your Customer Satisfaction Score (CSAT) Score

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Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

5 Great Customer Experience Automation Cases

Lumoa

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

The State of B2B Customer Experience Report

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Our 2020 research reveals a new outlook on the CX space and how to thrive in it. Reports

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CEMantica – turning sticky notes into actionable insights

ijgolding

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey.

[Webinar] The State of Customer Education: Findings from Skilljar’s Benchmarks and Trends Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

How to Take Action on Customer Effort Score Feedback

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The four major activities that must be undertaken after CES feedback is received by the company. Articles