ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies.

Government 86

Government Customer Experience CXM VOC 86

ClearAction

JUNE 29, 2023

This is in contrast to Experience Management maximizing brand allies via referrals and quick wins, and Touchpoint Management maximizing revenue (or productivity for employee experience or nonprofits or governments) by reversing and offsetting churn. Shifting your C-team’s vision of CXM purpose 2.

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

ClearAction

SEPTEMBER 28, 2015

Here are 5 words representing successful customer experience management (CXM) in the future: 1) Context. Why it's key to future success: This viewpoint is powerful in shifting from our current collective mindset of CXM as something that customer-facing staff takes care of. Let's learn from the latter. 2) Outside-In.

CXM 105

CXM Customer Experience VOC Customer Experience Management 105

ClearAction

AUGUST 16, 2016

This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). Using a tractor as a metaphor, she described the requirements for best-in-class CXM. The windshield represents CXM vision and strategy. The steering wheel represents the CXM organization and governance.

CXM 67

CXM Customer Experience VOC Sports 67

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. Governance of any endeavor is strongest when it’s integrated as your company’s way of life. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B CXM Customer Experience 62

Experience Investigators

AUGUST 9, 2022

” It’s easy to commit to projects like a customer journey map or a Voice of the Customer (VoC) program and decide that’s enough to deliver better customer experiences. What is CX Management (CXM)? Governance of priorities and efforts will lead to better outcomes and overall management of the CX strategy.

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

ClearAction

NOVEMBER 16, 2023

VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. Despite this significant investment of energy and resources, VoC today might be rated between 3-6 on a 10-point scale for each of the 3 maturity criteria listed above. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

VOC 62

VOC B2B Close the Loop Non-Profits 62