Lumoa

OCTOBER 31, 2018

Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores. It will require experience professionals to help drive more collaboration and alignment of operations, measures, metrics, processes, governance, workflow – true and real strategic organizational transformation.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

SmartKarrot

AUGUST 12, 2021

Develops strong customer relations by deeply understanding their needs and mapping them to the value of Jama Connect during the post-launch phase of the customer lifecycle. Measures and develops a plan to increase net promoter score (NPS). Helping customers understand and use Showpad’s powerful features to the fullest.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. And it’s still misunderstood by too many, because it is a way of driving continuous measurable change.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

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. And what do you need to focus on to really deliver breakthrough experiences for your customers? Don’t measure.

Government 29

Government Leadership Roadmap Culture 29

Confirmit

MAY 29, 2018

Helps to give direction when it comes to taking customer-centric actions to deliver on your specific business outcomes. The economics of Net Promoter are similar to the principles that govern customer loyalty. Satisfied, or even better, delighted customers, will spend more and recommend your company to their friends.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40

Qualtrics

FEBRUARY 18, 2020

And what do you need to focus on to really deliver breakthrough experiences for your customers? Don’t measure. Or do you want to really deliver breakthrough experiences for your customers and employees? When XM is truly embedded across an organization, you need a governance structure to manage it.

Omni-Channel 29

Omni-Channel Government Leadership Measurement 29

COPC

NOVEMBER 13, 2019

Also, since CX drivers were not identified through data collection and analysis, the solutions we provided were not fully meeting the needs of our customers. we adopted a new management methodology to measure the performance of people, process and technology, and we improved our service and quality with a more structured approach.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

Qualtrics

FEBRUARY 17, 2020

Don’t measure. Or do you want to really deliver breakthrough experiences for your customers and employees? When XM is truly embedded across an organization, you need a governance structure to manage it. Turn employees into advocates and make the customer voice louder than ever. Leonie Brown, XM Scientist.

Government 34

Government Leadership Employee Experience Automotive 34

Qualtrics

FEBRUARY 17, 2020

Don’t measure. Or do you want to really deliver breakthrough experiences for your customers and employees? Turn employees into advocates and make the customer voice louder than ever. Your frontline employees know your customers better than anyone. CX Program Management and Governance.

Customer Experience 29

Customer Experience B2B Leadership Government 29