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. How Do You Measure #CX Success? This is an ongoing conversation: What does customer experience transformation success look like?

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

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. So, What Do We Mean by Authentic Emotion Measurement?

Measurement 102

Measurement Consulting Technology Customer Experience Professionals 102

SuiteCX

FEBRUARY 22, 2017

A teenager may experience a “moment of truth” when he comes home after curfew. An electrical engineer may experience a “moment of truth” when she applies power to her latest invention. I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005.

Effort Score 113

Effort Score Touchpoint Airlines Interaction 113

SuiteCX

FEBRUARY 22, 2017

A teenager may experience a “moment of truth” when he comes home after curfew. An electrical engineer may experience a “moment of truth” when she applies power to her latest invention. I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005.

Effort Score 100

Effort Score Touchpoint Airlines Interaction 100