Bill Quiseng

NOVEMBER 1, 2023

QUI TAKEAWAY: Customer service is what you do for your customers. Customer experience is how your customers feel about what you did. Customer experience management is what you do before, during, and after you find out how customers feel about what you did. Perception is all there is!”

CX 97

CX CXM Customer Journey Map Sports 97

Beyond Philosophy

JANUARY 12, 2023

Customer Science is where you combine artificial intelligence (AI), behavioral science, and customer data to gain insights into customer behavior. Just like CRM (customer relationship management) systems became part of business management, customer experience will become part of Customer Science.

CX 78

CX Artificial Intelligence Engineering Customer Satisfaction 78

Lumoa

MARCH 12, 2023

A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

Sprinklr

JUNE 23, 2021

To lead a new category — unified customer experience management ( Unified-CXM ) — representing one of the single-most strategic investments for the modern enterprise. We call it unified customer experience management (Unified-CXM). To create the world’s most loved enterprise software company, ever.

CXM 98

CXM Government Start-ups Customer Experience Management 98

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Qualtrics

APRIL 28, 2020

A bonus for Tryg was finding that website feedback was also invaluable for highlighting problems with more technical aspects of the online experience. Tryg uses a single Qualtrics dashboard for its digital business. And Tryg’s busy management team uses the Qualtrics mobile app to track and look at reports. “A

CX 29

CX Engineering Start-ups Touchpoint 29