CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. What’s driving this paradoxical shift?

Metrics 228

Metrics Competitive Advantage Leadership Financial 228

Experience Matters

DECEMBER 10, 2018

If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). employees to pick a word that best describes how their job makes them feel and split those responses based on how they judged the overall CX that their company delivers.

Study 265

Study Connections Consumers Customer Experience 265

Heart of the Customer

FEBRUARY 16, 2023

I had the opportunity this last week to spend two days locked in a conference room with some of the smartest CX leaders I know. HoC hosts a CX Fellowship for a half-dozen advanced leaders, where we discuss challenges in their programs and co-develop solutions.

Conference 78

Conference ROI Metrics Customers 78

Storyminers

AUGUST 28, 2017

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you). I was invited to ask questions of the customer experience leaders on their success tactics.

Brands 350

Brands Healthcare Roadmap Exercises 350

Experience Matters

MARCH 5, 2019

I led a discussion about the future of CX, which I believe was applicable to all experience management (XM) leaders. One of my key messages was that we need to think of our roles differently as we push our organizations to even higher levels of CX/XM maturity. In the early Read More.

Meeting 212

Meeting Management Customer Experience Customers 212

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. What’s driving this paradoxical shift?

Metrics 182

Metrics Competitive Advantage Leadership Financial 182

GetFeedback

DECEMBER 2, 2020

Here's what we learned from our CX leader roundtable. Relational NPS is a great check in with customers. It’s also a valuable tool you can leverage to boost retention in 2021.

NPS 248

NPS Tools Customers 248

Uniphore

DECEMBER 7, 2021

with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. But CX leaders can do more for customers beyond the transaction.

Retail 130

Retail Omni-Channel Policies Customer Service Representative 130

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. All of this grows Customer Lifetime Value.

Metrics 62

Metrics Effort Score ROI Policies 62

MyCustomer

NOVEMBER 28, 2023

Download our Customer Experience Leader of the Year Whitepaper today, to discover the stories of this year's finalists and winners, and find out what it takes to become a CX Leader of the Year.

Customer Experience 59

Customer Experience Customers 59

GetFeedback

APRIL 1, 2021

4 tips from the SurveyMonkey CX Leader Roundtable Community.

Feedback 248

Feedback Tips Customers 248

GetFeedback

NOVEMBER 17, 2020

A candid conversation with senior CX leaders reveals their struggles, triumphs, and secrets to successfully influencing executives and cross-functional peers.

Tips 221

Tips Management 221

Heart of the Customer

OCTOBER 6, 2021

This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. Last week, I covered B2C; next week I’ll address B2B2C leaders. The post 10 Questions for B2B CX Leaders appeared first on Heart of the Customer. I’ve talked with hundreds of […].

B2B 109

B2B B2C ROI Metrics 109

Heart of the Customer

OCTOBER 14, 2021

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. The post 10 Questions for B2B2C CX Leaders appeared first on Heart of the Customer. B2B2C experiences, such as those offered by […].

B2C 109

B2C B2B Customer Experience ROI 109

MyCustomer

NOVEMBER 28, 2023

An in-depth exploration of the 20 finalists of the CX Leader of the Year 2023 competition. Download this Ebook Lead goal 200 TM Form Not a TM Form Internal or External Internal Disable T&Cs requirement Email intro text Thank you for downloading our resource.

eBook 55

eBook Resources 55

Heart of the Customer

SEPTEMBER 30, 2021

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. The post 10 Questions for B2C CX Leaders appeared first on Heart of the Customer. One thing I’ve notice over years of talking with […].

B2C 103

B2C B2B ROI Metrics 103

Experience Investigators by 360Connext

OCTOBER 26, 2017

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. Now leaders worldwide are resolving to improve CX. But here’s the thing: Few actually understand what the best CX leaders do with this knowledge. The best CX leaders collect consistent feedback.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

CXS

OCTOBER 13, 2020

All companies are under pressure to deliver a brag-worthy customer experience (CX), but it can be difficult to know where to make investments that are likely to pay off.

Customer Experience 130

Customer Experience Company Customers 130

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.” “Uhh. Don’t be afraid to share personal stories and show how passionate you are about CX.

Tips 282

Tips Customer Centricity Strategy Social Media 282

Kustomer

AUGUST 4, 2022

Customer service leaders have a lot of data to track and interpret, and a good customer satisfaction score is one of the important metrics to keep an eye on. We’re covering some of the most frequently asked questions our CX team receives about how to develop a customer satisfaction score and the best customer service measurement methods.

Net Promoter Score 98

Net Promoter Score Effort Score Customer Satisfaction NPS 98

MyCustomer

AUGUST 20, 2020

24th Aug 2020 Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer experience.14 14 CX lessons from digital transformation leaders. By Michael Hinshaw Managing Director.

Customer Experience 143

Customer Experience Management Customers 143

InMoment XI

NOVEMBER 1, 2016

Recently, I was asked to help a client interview for their newly created Director of Customer Experience (CX) position. Characteristics of a CX Leader As a supplier, we have the opportunity to engage. They had several strong candidates with many years of experience managing Voice of the Customer (VOC) programs. View Article.

Engagement 200

Engagement Customer Experience Management Customers 200

InMoment XI

NOVEMBER 1, 2016

Recently, I was asked to help a client interview for their newly created Director of Customer Experience (CX) position. Characteristics of a CX Leader As a supplier, we have the opportunity to engage. They had several strong candidates with many years of experience managing Voice of the Customer (VOC) programs. View Article

Engagement 200

Engagement Customer Experience Management Customers 200

MyCustomer

NOVEMBER 10, 2022

"Focus on small wins not big wins for CX success" Neil Davey. MYC'D UP WITH CX LEADERS episode 10: Maneesha Bhusal, CX director, JD.ID. Friday, November 11, 2022 - 08:30. Customer experience management. Engagement

Customer Experience Management 92

Customer Experience Management Engagement Management Customer Experience 92

Experience Investigators by 360Connext

OCTOBER 4, 2017

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. So let’s unpack that a bit… First, customer service and CX are often used interchangeably. 25% this month.

Customer Service 181

Customer Service Social Media Innovation NPS 181

Experience Matters

JULY 13, 2018

We’ve been focused on finding ways to help people increase humanity as individuals, as CX professionals, and as a collective community. In our latest survey of CX professionals, we asked respondents to estimate how often employees in their organizations demonstrate three traits of humanity: Embrace diversity.

Groups 149

Groups Survey Customer Experience Customers 149

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . For research to drive better CX results, the research experience needs to be great to begin with.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

MyCustomer

MAY 26, 2023

"Customer experience for me is much more holistic" Rhys Fisher Friday, May 26, 2023 - 17:04 Customer experience management Customer journey Customer success MYC'D UP WITH CX LEADERS episode 14: Tom Kirby, senior CX manager, HUEL Voice of the Customer

Management 73

Management Customer Journeys Customer Experience Management Customer Success 73

Blake Morgan

JANUARY 20, 2022

Succeeding as a CX pro–no matter if you’re an executive or just starting your career–requires constantly learning and adapting to new research, trends, and technology. And one of the best ways to do that is through CX thought leaders. Dan’s tips are both actionable and profitable ways to improve CX. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. Don’t be afraid to share personal stories and show how passionate you are about CX.

Tips 208

Tips Customer Centricity Strategy Social Media 208