Futurelab

MARCH 20, 2022

There are a lot of foundational elements that should be in place for the success of the transformation, including establishing a governance structure. This structure stands in the form of committees, which must be cross-functional in order to avoid siloed efforts overtaking the CX transformation work.

CX 130

CX CX Transformation Government Start-ups 130

ECXO

MAY 11, 2023

They know that CX maturity is not an end game. But, as we discussed in a recent post, there is still work to do in Europe to improve CX maturity and transition to customer-centric models. Leading by example – Ericsson and DHL These steps above are crucial to make a success of your CX transformation.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

Customer Bliss

OCTOBER 17, 2018

Before becoming CCO at Equinix, Brian was the company’s Chief Information Officer, so he was familiar with the business and the players in the game. CX transformation work isn’t a one-stop shop, it’s an ongoing journey that your organization will embark on for years.

CX 52

CX CX Transformation Gaming Start-ups 52

Customer Bliss

AUGUST 31, 2018

You may think of gaming as simply a favorite past time of your children or nieces and nephews, but did you know it’s actually on track to becoming a 180 billion dollar industry by 2021? As a new leader heading a CX transformation, don't underestimate the time you'll need to understand your company's operations.

Gaming 48

Gaming CX Transformation CX Start-ups 48

Customer Bliss

AUGUST 31, 2018

You may think of gaming as simply a favorite past time of your children or nieces and nephews, but did you know it’s actually on track to becoming a 180 billion dollar industry by 2021? As a new leader heading a CX transformation, don't underestimate the time you'll need to understand your company's operations.

Gaming 40

Gaming CX Transformation CX Start-ups 40

Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Customer Bliss

MARCH 22, 2018

As the going gets rough and you’re in the trenches with CX transformation, this list will be a friendly reminder with advice to help keep your head in the game. Transforming CX in Financial Services, with Claudiu Coltea. When leading CX work, putting the spotlight on others truly changes everything.

Finance 51

Finance CX CX Transformation Healthcare 51

Customer Bliss

MAY 10, 2018

What did Amy’s process for implementing a CX transformation look like? Amy Shioji @usatoday #CX Click To Tweet. USA Today serves as an essential companion to seeking knowledge and understanding, so Amy and her team want to ensure they can help their audience get news in a more trusted way. About Amy Shioji.

Customer Experience 44

Customer Experience Sports CX Transformation CX 44

Customer Bliss

AUGUST 16, 2018

Lee engaged the CEO and middle management once he began the CX transformation process. You can’t put your game plan together unless you understand the core of the culture. Aquisition was driving the focus of the sales team and operations, but he wanted to emphasize a strategy for retention. Is it sales, a is it a product?

Customer Experience 44

Customer Experience B2B CX CX Transformation 44

SurveySensum

JULY 14, 2020

He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. He is currently at Forrester as a Senior Customer Experience Advisor where he is supporting Senior CX Leaders from FTSE 500 companies across the EMEA region.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Customer Bliss

AUGUST 3, 2018

There’s still a need to raise the game on the science. CX transformation is something that affects the whole organization and will take time – it won’t just happen overnight, so spend some time being okay with doing good and making improvements along the way.

CX 48

CX Social Media NPS Customer Loyalty 48

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX How to overcome those challenges? Recognise your business is about the customer and not you.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Lumoa

MARCH 20, 2018

Secure the support of the C-suite executives since Forrester stated " Every successful transformation we studied began with a customer experience epiphany by a CEO or COO." Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

Secure the support of the C-suite executives since Forrester stated " Every successful transformation we studied began with a customer experience epiphany by a CEO or COO." Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64