CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Customers wait. Then we create opportunities by fixing those gaps. It’s 8:13 p.m.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

CX Journey

JANUARY 2, 2019

As I always say, "Quite simply, without employees, you have no customer experience." And if your employees aren't having a great experience, neither will your customers. This is an ongoing conversation: What does customer experience transformation success look like? How Do You Measure #CX Success?

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Confirmit

OCTOBER 2, 2017

After weeks of counting down some of our favorite customer stories, it is CX Day and we have something rather special to help us – and you - celebrate. Every year, Confirmit recognizes the outstanding work by some of our customers through our ACE Awards program. Voice of the Customer Company.

Insurance 40

Insurance ROI Customer Experience Professionals Retail 40

Confirmit

OCTOBER 2, 2017

After weeks of counting down some of our favorite customer stories, it is CX Day and we have something rather special to help us – and you - celebrate. Every year, Confirmit recognizes the outstanding work by some of our customers through our ACE Awards program. Voice of the Customer Best Practices.

Insurance 40

Insurance ROI Customer Experience Professionals Retail 40

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. We’ve been measuring emotions since 2005 with surveys.

Measurement 102

Measurement Consulting Technology Customer Experience Professionals 102

SuiteCX

FEBRUARY 22, 2017

I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Then, the definition was any interaction in the process that includes the “paying customer.” The customer-experience community also has various definitions for MOTs in relation to the customer journey.

Effort Score 113

Effort Score Touchpoint Airlines Interaction 113