Remove Customer Centricity Remove Customer Focused Remove Customer Voice Remove Sports
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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

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Customer Experience Challenges According to 15 CX Experts

Lumoa

Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. Also, companies really need to transform their structures to reflect customer centricity.

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Breaking Down Silos for Customer Experience Management

ClearAction

When CXM champions are facilitators of CXM ownership among all the employees, improvements that are meaningful to customers, and in turn, to the business, are catalyzed. A surprising percentage of customer voice programs aim only to collect or analyze data, without expectations of taking significant action on customers’ inputs to the company.