Zendesk

NOVEMBER 29, 2021

Additional apps added in November: Fructifi (Sell) combines customer purchasing behavior analytics and marketing automation to enable sales and marketing teams to generate more business from existing, repeat-ordering, B2B customers. Sutherland CXM Agent Success (Support) helps contact center agents engage with your customers more effectively.

CXM 105

CXM Sports Contact Center B2B 105

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean? What are their pressures?

VOC 62

VOC B2B Close the Loop Non-Profits 62

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

OCTOBER 1, 2018

That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. Here’s why: CXM Status Quo. Clearly, the CXM status quo is likely necessary but certainly insufficient.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

ClearAction

DECEMBER 31, 2015

Here are 3 keys to getting it right: CXM infrastructure, CX champions, and CX momentum.” “If every company has no intention of loving their suppliers, then what’s the point of B2B companies trying to be loved their customers?” “In sports, a great deal of thought goes into creating winning teams.

Customer Experience 63

Customer Experience Sports Government Customer Experience Management 63