Experience Investigators by 360Connext

JULY 24, 2019

Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

SmartKarrot

AUGUST 26, 2022

Execute the work of Customer Success while concurrently developing a new strategy to improve the way in which we serve customers. Contribute to the company’s collaborative culture and mission of scaling the solar industry. Working closely with the Sales & Onboarding teams to ensure a smooth customer journey.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

Customer Alignment

OCTOBER 2, 2017

Understand which journey stages drive satisfaction or dissatisfaction Conduct journey and root cause analysis of transactional voice of customer data Principle 2: Establish an Experience Roadmap Know where you are headed (and how that works for the company and brand) before you jump into execution mode.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40