Experience Investigators

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Executives want to see a clear link between CX initiatives and financial goals. They need to hear about progress.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Zendesk

SEPTEMBER 6, 2022

The service landscape may be stark, but we can’t stop making CX a priority and investing in areas where the impact can influence business growth. While the companies we surveyed were in different maturity phases of their CX transformation and path to growth, three clear areas of investment stood out.

Customer Retention 98

Customer Retention CX Transformation CX Sales 98

SugarCRM

MARCH 17, 2022

Top industry experts consider CX transformation projects the primary fuel that drives business growth in the last 12 months. Businesses must strive for more than traditionally perceived value to remain current in today’s market filled with savvy customers. The Best Is Yet to Come.

CRM 52

CRM Artificial Intelligence Machine Learning Innovation 52

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. With AI, you can get answers to most of your “why” questions. Why is NPS ® going up or down?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ClearAction

MAY 18, 2017

Tweaks to VoC business-as-usual (the list in the opening paragraph above) are not likely to be enough to transform your VoC into a CX Transformer (truly transforming CX, ROI, and business growth). Radical changes in VoC management are necessary. 5) Empower yourself.

VOC 54

VOC Voice of the Customer Customer Feedback Social Media 54

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. Martin Hill-Wilson – Emotive CX Mentor, Customer Service, and AI Engagement Strategist. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132