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Improving Customer Experience Management in a State Government Agency

Customer Bliss

Greg shares that when Larry Hogan became governor of Maryland in 2015, he had a strong focus on improving the business climate in Maryland. They needed a better understanding of who their customers were and how to define them, which is essential to your business.

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Business Value and ROI of Customer Experience: The Step-by-step Guide

Lumoa

Most business leaders believe that customer experience will be the key driver of their company’s competitiveness going forward. However, when it comes to actual customer experience management , things get difficult. It is not too difficult to listen to the customer. Not necessarily.

ROI 259
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Is 2015 the Year of #CX?

CX Journey

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year.

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Our Top Ten Customer Experience Blogs of 2015

PeopleMetrics

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics.

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2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Our services team has helped with over 1,000 customer experience management initiatives.

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Business Value and ROI of Customer Experience: The Step-by-step Guide 

Lumoa

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Not necessarily.

ROI 303
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SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

While retention is closely correlated with concrete metrics like the quality of the product, the utility of the features, and adoption-rates, an equally powerful metric is overall quality of your customer experience. Have you ever been to a restaurant where the food was fantastic but the experience was lacking?