Retently

JULY 28, 2023

According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization. It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. The most well-known and trusted CX metrics are NPS , CSAT , and CES.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Gainsight

OCTOBER 23, 2019

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? Communication/Customer Engagement. CSAT/Feedback/NPS.

Software 60

Software Customer Success Tools Customer Centricity 60

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity Today Since the 2009 global economic downturn, companies have invested heavily in enterprise feedback management. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones. Another hindrance to manager participation is VoC reporting.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62