Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. And they pay for THEIR experience, not yours.

CX 97

CX CXM Customer Journey Map Sports 97

ClearAction

DECEMBER 30, 2017

Likewise, in the management of customer experience itself, we often build-in silos unwittingly: voice-of-the-customer must be tied neatly to business intelligence and continual improvement initiatives and innovation and loyalty management. Solving 10 Customer Experience Silos.

Customer Experience 118

Customer Experience CXM Customer Experience Management Voice of the Customer 118

Fonolo

JANUARY 14, 2020

When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. 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. Jeannie Walters @ Experience Investigators.

Customer Service 136

Customer Service Contact Center Social Media CX 136

ClearAction

DECEMBER 30, 2017

Likewise, in the management of customer experience itself, we often build-in silos unwittingly: voice-of-the-customer must be tied neatly to business intelligence and continual improvement initiatives and innovation and loyalty management. Solving 10 Customer Experience Silos.

Customer Experience 75

Customer Experience CXM Customer Experience Management Voice of the Customer 75

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Enable grass-roots ideas for CX improvement and innovation to be piloted by CX leaders. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86