Vocalabs

MARCH 30, 2018

Why are we so obsessed with metrics? Customer Experience. Next week our local chapter of CXPA will be hosting a session called "Battle of the Metrics." But why do we spend so much time and effort worrying about metrics? So maybe it's not so surprising that we also have strong feelings about which CX metric to use.

Metrics 48

Metrics Entertainment Measurement Customer Experience Professionals 48

Vocalabs

MARCH 30, 2018

Why are we do obsessed with metrics? Customer Experience. Next week our local chapter of CXPA will be hosting a session called "Battle of the Metrics." But why do we spend so much time and effort worrying about metrics? So maybe it's not so surprising that we also have strong feelings about which CX metric to use.

Metrics 48

Metrics Entertainment Measurement Customer Experience Professionals 48

eglobalis

OCTOBER 1, 2017

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. Get involved and contact us! View our services. Work With Us.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience Customer Experience Management 49

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course.

Course 52

Course Roadmap Customer Experience Professionals ROI 52

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Of course, it’s not just one metric. Just starting out?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Bob Hayes

DECEMBER 29, 2014

Posts also included results of a few research studies that identified key drivers of business growth, biases in customer metrics and redundancy of Net Promoter Scores. In this post, I explore the importance of empathy in delivering a great customer experience. The top 10 B.O.B. blog posts for 2014 were: Got Empathy? :

Metrics 76

Metrics Net Promoter Score Data NPS 76

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Here are some examples of tools you may want to take into account: Lumoa Birdeye AnyRoad Lumoa , for example, looks at any customer interaction, automates the analysis , and highlights the items with the biggest impact on your key KPIs.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

It takes all kinds of people to really create a better customer journey. There is No Perfect Metric. Leaders have spent years banging the drum for one metric or another as the perfect way to track customer experience. It’s a mix of the micro and the macro that really lead to improvements the customer sees.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Kerry Bodine

JUNE 11, 2017

Customer experience professionals must design improved interactions for their customers and, as part of this work, change the processes, policies, and culture of the organizations that drive those interactions. Customer experience professionals are partly to blame. A Natural Partnership.

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

CX Journey

JULY 5, 2018

Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. those (former, not latter) behaviors are often bad behaviors.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. It’s equally applicable to Employee Experience and Partner Experience management. Pulling together all of this, you create your customer experience strategy.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. When customer experience work begins with metrics in mind, most practitioners capture the current-state experience in a journey map, then make incremental improvements. Some have even stayed at elevated levels. Here’s why.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. But they can still create a journey atlas, map key customer journeys, and examine key business metrics in the context of those journeys. We got a ton of great questions about the content I presented.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

CX University

NOVEMBER 21, 2023

CX University CX University launched their first online courses in 2016, the CX Foundations Series, offering six online courses covering the core concepts of the Customer Experience discipline.

Course 52

Course Roadmap Conference ROI 52

Blake Morgan

OCTOBER 3, 2023

                        As customer experience professionals, our goal is to listen to what customers want and make changes to improve our service and their experience. So, each metric must be robust and measurable and also constantly audited and updated.

Leadership 52

Leadership Metrics Call Center Customer Experience Professionals 52

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. No argument there. Remember that this was 2005.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Horizon CX

DECEMBER 1, 2023

Customer Experience Impact Studies: Look for studies that investigate the direct impact of customer experience on business outcomes. These studies often measure metrics such as customer satisfaction, loyalty, and advocacy against financial performance indicators.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . The first step toward any improvement is understanding where your customers are today.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

CX University

OCTOBER 5, 2021

On October 5, 2021, Dr. Latib will join FPL virtually to lead the topic on Creating a Culture of Experience Obsession. This day is also the global #CXDay, where Customer Experience professionals around the world recognize the profession and its advancement.

Engagement 94

Engagement Banking Culture Policies 94

GetFeedback

JULY 19, 2019

It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Structured feedback.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

Alida

MARCH 10, 2017

The call to “improve the customer experience” is a nebulous one. CX programs often fall back on metrics such as Net Promoter Score to track success, without ever linking back to critical metrics such as churn, lifetime value (LTV) and revenue. Inability to link CX to business value. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Confirmit

JANUARY 8, 2020

A Voice of the Customer (VoC) program can have a measurable financial impact for organizations by enabling improvements in key metrics such as customer churn, customer spend, and cost of service. Voice of the Customer Guides. Calculate your ROI. What Can I Measure With the ROI Calculator? Finance/IT. IT Employees.

ROI 52

ROI Self Service Customer Experience Professionals Financial 52

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. What customer experience metrics will survive? Those don’t do much to actually improve the experience, either.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? You must focus on how your programs are affecting critical metrics in the organization.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Experience Matters

DECEMBER 15, 2015

Effort Metric Expanding. Companies have started to use versions of an “effort” score as a key CX metric, because it provides a good mechanism for identifying areas of improvement. Metrics to Action Realigning. Voice of the customer programs (including NPS), are a mainstream component of most CX programs.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Metrics, Measurement, and ROI You can't manage what you don't measure.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. Instead, what drives financials long term is customers coming back for more and bringing their friends. .

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Experience Investigators by 360Connext

JUNE 17, 2015

” Listening to 10 calls allowed me to see a pattern otherwise not recognized by metrics. It was a simple fix – move things around so the customers could find things easier. There are gems there about ways to delight your employees and customers. Turn the weekly metrics report into definable action steps.

Customer Experience 110

Customer Experience Social Media Employee Engagement Metrics 110

CX Journey

MARCH 1, 2017

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

Customer Centricity 80

Customer Centricity Culture Customer Experience Professionals ROI 80

CX Journey

JANUARY 2, 2019

In this post, I outlined potential success metrics to get your wheels turning. Keep in mind, though, that you don't need a ton of metrics; decide on a one or a few, and stick with them. Traditionally, customer experience professionals are thought to have no budget. I'm sure you can think of others.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 100

Report Survey ROI Net Promoter Score 100