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

Leaders were unequivocal about the challenges we’re all facing—as well as the importance of the customer service organization: 64% of companies say that customer service has a direct impact on their business performance. 60% said customer service impacts customer retention. Can humans and bots work together?

Customer Retention 98

Customer Retention CX Transformation CX Sales 98

VOZIQ

JULY 4, 2022

How the Operating Model Can Unlock the Full Power of Customer Experience. Customer excellence is the North Star of every business. Companies that have achieved successful CX transformations have worked on three areas – building aspiration and purpose, transforming the business, and enabling the transformation.

CX Transformation 40

CX Transformation Customer Loyalty Customer Retention Customer Feedback 40

VOZIQ

JULY 4, 2022

How the Operating Model Can Unlock the Full Power of Customer Experience. Customer excellence is the North Star of every business. Companies that have achieved successful CX transformations have worked on three areas – building aspiration and purpose, transforming the business, and enabling the transformation.

CX Transformation 40

CX Transformation Customer Loyalty Customer Retention Customer Feedback 40

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

SugarCRM

MARCH 17, 2022

Top industry experts consider CX transformation projects the primary fuel that drives business growth in the last 12 months. Nevertheless, disruptions caused by the pandemic in the last year revealed a lack of holistic, real-time view of the customer journey. The Best Is Yet to Come.

CRM 52

CRM Artificial Intelligence Machine Learning Innovation 52

Lumoa

MAY 19, 2020

Finally, in a whitepaper published by Adobe, researchers found that experience-driven businesses outperform the competition in several metrics, including return on ad spend, average order value, and customer retention. Choosing the right CX vendors is a challenge because there are so many options on the market. Explore options.

CX 103

CX CX Transformation Customer Experience Start-ups 103