Experience Investigators by 360Connext

MAY 11, 2021

When leaders say this, what they really mean is, “We’re just getting started with customer experience management.” ” What is Customer Experience Management? CXM is what happens inside the organization in order to deliver an intentional customer experience.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

BirdEye

MAY 14, 2021

Thousands of touchpoints could be used in multiple combinations to create hundreds of unique consumer journeys, all for the same, single product. Melissa Cameron, VP of Customer Acquisitions at National Storage Affiliates , broke down for us how her team has made digital experiences part of her “marketing symphony”.

Customer Journeys 89

Customer Journeys Marketing Touchpoint Social Media 89

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. This statistic alone shows a significant shift in potential customer journeys.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

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. Leaders and Laggards face similar Customer Experience challenges. Interestingly, laggards are on (the right?)

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Chattermill

MAY 12, 2019

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph Michelli. The Ritz-Carlton Hotel has long been known for its five-star hospitality and deep understanding of customer experience management. Made in America by Sam Walton.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

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. For example, one bank created a series of in-depth customer journey maps highlighting how key customer segments felt at different moments.

Banking 36

Banking Industry Customer Experience Customer Journeys 36