SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Click here to view SlideShare. Level of maturity.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores. So, what should we expect in the nearest future?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Qualtrics

FEBRUARY 18, 2020

Check out our guide to the must-see sessions for government and public sector organizations at X4. Take a deep dive into XM in government. Take an XM deep-dive into Government and Public Sector. When XM is truly embedded across an organization, you need a governance structure to manage it. World-class thought leadership.

Government 29

Government Leadership Roadmap Culture 29

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

COPC

NOVEMBER 13, 2019

Established incentives for KCRPs (Key Customer-Related Positions) to encourage staff to find opportunities for system and process improvements from their daily work and customer feedback. Collected customer feedback with a structured approach, drove improvements from all departments and proactively deal with customer issues.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

Gainsight

SEPTEMBER 21, 2020

Sanders explained to Nick and Ashvin how and why they adopted Gainsight: its tools, customer-centric ideology, and methodologies. “It’s It’s all about implementation, governance, and assurance,” said Eric Mohamed , a CSM with Plex Systems. Voice of the Customer.

System 52

System Government Customer Centricity Metrics 52

Qualtrics

FEBRUARY 17, 2020

When XM is truly embedded across an organization, you need a governance structure to manage it. Find out how to design a governance model that sets you up to ignite momentum and get the whole organization delivering XM breakthroughs. Frontline product feedback in action. XM leadership - taking the whole company with you.

Government 34

Government Leadership Employee Experience Automotive 34

Qualtrics

FEBRUARY 18, 2020

When XM is truly embedded across an organization, you need a governance structure to manage it. Find out how to design a governance model that sets you up to ignite momentum and get the whole organization delivering XM breakthroughs. Turn employees into advocates and make the customer voice louder than ever.

Omni-Channel 29

Omni-Channel Government Leadership Measurement 29

Qualtrics

FEBRUARY 17, 2020

Turn employees into advocates and make the customer voice louder than ever. Your frontline employees know your customers better than anyone. Learn how to make the most of this by capturing and measuring customer feedback, so you can focus on what matters and take action. CX Program Management and Governance.

Customer Experience 29

Customer Experience B2B Leadership Government 29

ClearAction

MAY 31, 2015

Accurate understanding of customer experience: Customers’ stories about what matters to them, what’s helpful and what’s a hassle are eye-opening for employees, especially those employees who do not interface with customers. Find ways to share customers’ experiences with everyone. Customers First, or Employees First ?

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

Pointillist

AUGUST 18, 2021

And that’s really the enablement of this journey management; having that governance to see all the things that are going on and how they’re going to impact the experience. And then in addition to that, I have been talking for the last six months about four voices of customer experience measurement.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Confirmit

MAY 29, 2018

Text analytics, through solutions like Confirmit Genius , can make sense of these verbatims and point you in the right direction when it comes to prioritizing actions based on customer feedback. Helps to give direction when it comes to taking customer-centric actions to deliver on your specific business outcomes.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40