ClearAction

DECEMBER 30, 2017

As each manager strives to keep their work manageable, they’re probably building-in silos that short-change information-sharing, smooth handoffs, and collaborative ownership of the bigger picture from the customer’s viewpoint. Apply voice-of-the-customer to customer lifetime value and operational data.

Customer Experience 118

Customer Experience CXM Customer Experience Management Voice of the Customer 118

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. It’s one of our favorite places to learn about every facet of consumer-first business management. Annette Franz @ CX Journey.

Customer Service 136

Customer Service Contact Center Social Media CX 136

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies.

Government 86

Government Customer Experience CXM VOC 86

ClearAction

DECEMBER 30, 2017

As each manager strives to keep their work manageable, they’re probably building-in silos that short-change information-sharing, smooth handoffs, and collaborative ownership of the bigger picture from the customer’s viewpoint. Apply voice-of-the-customer to customer lifetime value and operational data.

Customer Experience 75

Customer Experience CXM Customer Experience Management Voice of the Customer 75

ClearAction

JANUARY 6, 2021

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. 3) Stop calling customer experience management “customer experience” This is success-limiting because it mixes apples and oranges.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77