ECXO

DECEMBER 26, 2023

Part One introduces the new “3 Cs”, key trends associated with technology convergence, competition and culture change in a post-pandemic world. About the book: Products, technologies, and workplaces change so quickly today that everyone is continually learning. Here is the book link. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

West Monroe

MARCH 21, 2019

In the “Danny the Digital Native” persona example, we determined that his persona was interested in technology and sports and we used this information to provide more context to the persona and help bring Danny “to life.”. Understand the location of your website visitors/customers by using Google Analytics’ Location report.

Analytics 76

Analytics Report Sports Customer Experience Professionals 76

Pointillist

JUNE 5, 2019

The quality of products and services is still critical, but customer-centric designs that are thoughtfully carved out of a customer journey-based approach are driving overall business success today, as they are key for enabling companies to effectively empathize with and address customer needs, desires and goals.”

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Customer Bliss

MARCH 30, 2017

A look inside the Wendy’s customer experience lab outside of Columbus, OH. When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. The yin and yang of customer experience labs.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

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

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

Pointillist

APRIL 17, 2019

CDPs promise interconnectivity, which is highly valued by marketers whose stacks consist of a variety of technologies that don’t always work well together. One of the core criteria for CDPs is that they’re a marketer-led technology. What are Digital Experience Platforms? What are Business Intelligence Tools? “A

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

Alida

SEPTEMBER 22, 2016

During the product keynote, Divesh Sisodraker, president and chief product officer at Vision Critical, and Kobi Ofir, chief technology officer at Vision Critical, shared updates on new features in Sparq that will help companies engage more meaningfully with their customers. . — Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I expanded the CX focus beyond user experience to enterprise-wide topics, such as voice of customer programs.

Groups 30

Groups B2B CRM Culture 30

Qualtrics

NOVEMBER 21, 2019

For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ). From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX.’. Feedback is a gift.

Omni-Channel 22

Omni-Channel Retail Entertainment Leadership 22

Chattermill

JUNE 25, 2019

Companies must collect, analyse, understand — and most importantly use — customer data to learn how to make the customer experience better. If you aren’t utilising the latest technologies to analyse data you collect on customers, then you’re allowing competitors to be more customer-centric than you.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40