Lumoa

JANUARY 19, 2023

We’ll walk you through the key steps to building a successful customer experience department in this guide. We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. It’s hard work, we know!

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ECXO

DECEMBER 26, 2023

Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale. Can Your Customer Service Do This? Here is the link. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Chattermill

JUNE 25, 2019

Look at customer data from past NPS survey responses and review the feedback by LTV for example and you’ll be able to see what matters most to Freemium users vs Highest LTV customers. Much of what is built at leading brands such as Amazon is based on listening to customers. Segmentation adds a lot of context to data.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45