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This is our time for a CX Revolution!

Bill Quiseng

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
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An Authoritative View: Three Pioneers of CX Predict Big Changes in 2023

Beyond Philosophy

Just like CRM (customer relationship management) systems became part of business management, customer experience will become part of Customer Science. As a result, customer science will drive the future of customer strategy.

CX 78
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How to Solve Customer Experience Silos

ClearAction

For example, what is the size of the business at-risk; how much money could be diverted from wasteful consequences of poor/remedial customer experience management to higher value work, budgets and salaries; build on the positives among what gets people ahead in your company; modify the negatives among what gets people ahead or not.

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How to Solve Customer Experience Silos

ClearAction

For example, what is the size of the business at-risk; how much money could be diverted from wasteful consequences of poor/remedial customer experience management to higher value work, budgets and salaries; build on the positives among what gets people ahead in your company; modify the negatives among what gets people ahead or not.

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21 Tips for 2021 Customer Experience Excellence

ClearAction

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

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Top 20 Customer Service Blogs You Have to Read in 2020

Fonolo

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.

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Understanding Business-to-Business Customers’ Purchase Decisions

ClearAction

Supplier Management establishes standards for qualifying as a supplier, conducts audits of product at the supplier factory or upon receipt, conducts business management and financial viability audits, provides certification levels to qualifying suppliers, and so forth. Customer Experience ROI Opportunities in B2B Touchpoints.

B2B 59