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.

CX Transformation 98

CX Transformation Customer Retention CX Sales 98

Customer Bliss

DECEMBER 29, 2017

As a part of his broader plan to define CX communication strategies and training within the company, Jason outlined specific CX principles to present to other leaders and staff. 4 Lessons Learned During a CX Transformation. Link it to business growth: How does the business advance as a result of your work?

CX Transformation 44

CX Transformation CX Business Growth Customer Experience 44

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.

CRM 52

CRM Artificial Intelligence Machine Learning Innovation 52

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.

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

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. Becky (Lisson) Roemen – Manager of CX Solutions and Consulting at Avtex Solutions, LLC. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132