Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Execs In The Know

APRIL 8, 2022

Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience. Implement and experiment with tools and solutions that can simultaneously automate and improve the customer experience.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. Let’s find out what the field professionals actually experience. How to overcome those challenges?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Customer Bliss

MAY 10, 2018

In today’s episode with Amy Shioji , Head of Customer Experience at USA Today Network , we talk about how she advocated for a more holistic view of customer experience and loyalty at a media company, a vertical we don’t usually discuss. What did Amy’s process for implementing a CX transformation look like?

Customer Experience 44

Customer Experience Sports CX Transformation CX 44

Confirmit

JANUARY 9, 2018

Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective. That’s because of three trends that are disrupting how companies measure customer experience. Three trends are disrupting how companies measure customer experience (CX).

CX 40

CX CX Transformation Innovation Voice of the Customer 40

Confirmit

JANUARY 9, 2018

Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective. That’s because of three trends that are disrupting how companies measure customer experience. Three trends are disrupting how companies measure customer experience (CX).

CX 40

CX CX Transformation Innovation Voice of the Customer 40

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? What matters most is driving customer experience excellence. Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices.

VOC 54

VOC Voice of the Customer Customer Feedback Social Media 54

Confirmit

OCTOBER 9, 2017

I recently had the pleasure of conducting a webinar alongside Bruce Temkin, CCXP Managing Partner & Customer Experience Transformist. In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Voice of the Customer Best Practices.

Gaming 56

Gaming Technology Technology CX Transformation 56

CX Journey

SEPTEMBER 7, 2017

Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer. Image courtesy of Pixabay Do you know the top three secrets of VoC success? Check it out.

VOC 38

VOC CX Transformation Voice of the Customer Customer Feedback 38

CX Journey

AUGUST 13, 2015

Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." We also need to make sure we capture what the customer is thinking and feeling, and he is the only one that can tell us that.

Touchpoint 74

Touchpoint Customer Journey Map CX Transformation Voice of the Customer 74

Confirmit

OCTOBER 9, 2017

I recently had the pleasure of conducting a webinar alongside Bruce Temkin, CCXP Managing Partner & Customer Experience Transformist. In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Voice of the Customer Best Practices.

Gaming 40

Gaming Technology Technology CX Transformation 40

Customer Bliss

DECEMBER 14, 2018

Amanda shares that even though Microsoft still holds on to its entrepreneurial spirit, which it has to, in order to come up with new and innovative ideas, the company has definitely had to adapt and compete for customers due to competitive pressures. CustomerExperience #CX Click To Tweet. Don’t Forget to Tell the Customer Story.

CX 48

CX CX Transformation Voice of the Customer Engineering 48

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization.

Finance 51

Finance CX CX Transformation Healthcare 51

Customer Bliss

JULY 25, 2017

Prior to her work at Humana, she worked at NCR (as Senior Director of Global Customer Experience) and McCann Worldgroup (as Executive Director, Recruitment Marketing). We also once wrote a long post on customer experience labs , and some of Humana’s work is mentioned in there. (It About Geeta.

Healthcare 0

Healthcare CX Voice of the Customer Customer Experience 0