Customer Centricity Customer Change Customer Insights System 
Blake Morgan
OCTOBER 31, 2022
When it was created it didn’t account for the explosion of digital customer experiences. Reichheld also agreed that many customer service managers find contact center agents gaming the system; with their pay tied to NPS, it’s not uncommon for agents to only seek high scores. She is the author of The Customer Of The Future.
Maru Group
AUGUST 3, 2020
Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights.
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Customer Alignment
OCTOBER 2, 2017
They explored the adoption of effective Customer Experience management practices amongst the sample and whether the foundations for Customer Experience excellence were in place. We work with companies just starting out in Customer Experience as well as those who are more advanced along their Customer Experience path.
Pointillist
JUNE 7, 2021
High performers are more effective at integrating and taking action on their cross-channel customer data. They are more likely to track customer behavior in multiple channels and connect that data across touchpoints or systems. Unfortunately, many organizations struggle to access and unify customer data.
Qualtrics
FEBRUARY 21, 2020
The banking industry’s transformation from being a CX cautionary tale to one of the highest-scoring industries in our study demonstrates that any company, in any industry, can become customer-centric. 3) Rapidly adapt to changing needs and expectations.
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