PeopleMetrics

JUNE 28, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. sessions: [link].

CX 77

CX Customer Experience CEM VOC 77

PeopleMetrics

OCTOBER 19, 2021

Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Discover our award-winning Customer Experience (C X) blog: [link].

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC). Click here to download the book.

CEM 117

CEM Touchpoint Customer Service CX 117

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. The 40 Lessons That Turn Customer Feedback into Gold. Sean holds a Ph.D.

CX 64

CX Hospitality Hospitality CEM 64

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? CX leaders today hold many different titles. What makes a great CX leader. You're not alone.

CX 76

CX CEM Business Administration Machine Learning 76

PeopleMetrics

JUNE 26, 2019

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. and “Are our CX strategies truly aligned with the experience of our end customers?”. Looking for ways to humanize your CX?

CX 115

CX Net Promoter Score Artificial Intelligence CEM 115

PeopleMetrics

FEBRUARY 21, 2018

There is even more room for disparity when CX lives in departments other than Marketing. Watch this edition of CX Secrets above , or click here to download the video transcript. In fact, many of our clients even house CX within the marketing world. Getting on the same page. The 40 Lessons That Turn Customer Feedback into Gold.

CX 67

CX CEM Business Administration Machine Learning 67

PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! CX Secrets includes exclusive bonus material from Sean's book. Look out for more CX Secrets videos soon, and the book release in early 2018!

CX 70

CX CEM Business Administration Machine Learning 70

eglobalis

APRIL 18, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent).

CX 133

CX Customer Experience CEM Customer Relationship 133

PeopleMetrics

FEBRUARY 25, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. sessions: [link].

CEM 108

CEM CXM Customer Experience Management CX 108

PeopleMetrics

MARCH 12, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Net Promoter Score 70

Net Promoter Score CEM CX Business Administration 70

eglobalis

MARCH 20, 2023

The Return to the CX Key Pillars. Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? appeared first on Eglobalis.

Customer Experience Maturity Model 112

Customer Experience Maturity Model B2B CX Customer Experience 112

Beyond Philosophy

MARCH 16, 2015

I see seven signs of failure for CX that I saw with CRM, represented in common statements I hear, including: “This IT system, will solve all my problems.”. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Customers deserve better.

CEM 122

CEM CX CRM Customer Experience Management 122

eglobalis

JANUARY 9, 2021

The post Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line appeared first on Eglobalis. Digital Experimentation 7 Principles – That Impacts Customer Experience, Technology and Your Bottom-line.

Technology 169

Technology Technology CX Customer Experience 169

PeopleMetrics

NOVEMBER 9, 2021

As such, it’s imperative that your market research and CX programs operate as a joint package. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link].

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

PeopleMetrics

MAY 13, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. sessions: [link].

Net Promoter Score 83

Net Promoter Score CEM NPS Customer Loyalty 83

PeopleMetrics

AUGUST 21, 2018

For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

VOC 82

VOC NPS CEM CX 82

Lumoa

JULY 21, 2022

Finally, we’ll share general steps to improve CX within your organization and discuss what the future holds for the telco customer journey in Europe. Before delving any deeper, let’s take a moment to define telecom customer experience management (CEM or CXM) and how brands in this industry have historically performed.

Customer Experience 94

Customer Experience CXM CEM Net Promoter Score 94

eglobalis

NOVEMBER 22, 2020

The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis. Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience.

CX 161

CX Customer Experience CEM Customer Relationship 161

PeopleMetrics

JUNE 10, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. sessions: [link].

Customer Feedback 71

Customer Feedback CEM VOC Voice of the Customer 71

CX Journey

JANUARY 31, 2018

Image courtesy of Pixabay Change. It's inevitable. And it's hard. Many - as high as 70% of - change initiatives fail. But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change. You know that it will take a Herculean effort.

CEM 65

CEM Government Customer Experience Management Start-ups 65

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. For a growing number of B2B companies, the pathway to growth will be through CEM. Many B2C CX practices have become universal. All the people, who receive advanced personalized customer treatment, come to work and.

B2B 121

B2B B2C CEM Customer Experience 121

Beyond Philosophy

APRIL 17, 2015

For more important Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. The post Improving Your CX One Employee at a Time appeared first on. Please click here to learn more. Follow Colin Shaw on Twitter @ColinShaw_CX.

VOE 148

VOE VOC CX CEM 148

PeopleMetrics

JUNE 29, 2020

After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

VOC 121

VOC CEM NPS Business Administration 121

Beyond Philosophy

APRIL 7, 2016

We know that improving the CX does pay dividends. CX Professional: Nothing. Join Beyond Philosophy for the Certified Advanced CEM Training. The post CX Is Hitting A Brick Wall appeared first on Beyond Philosophy | CX Consultants | Customer Experience. But the ASCI continues to drop. The answer is YES!

Net Promoter Score 113

Net Promoter Score CX CEM Customer Satisfaction 113

PeopleMetrics

MAY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

CEM 116

CEM Business Administration Machine Learning Customer Feedback 116

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. IQPC’s CEM in Telecoms Global Summit. IQPC’s CX Exchange Telecoms.

CEM 48

CEM CX Contact Center Retail 48

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

VOC 71

VOC CEM Business Administration Machine Learning 71

Fonolo

MARCH 28, 2023

They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX. CX matters! CX #CustomerServiceManagers Click To Tweet How Much Money Does a Customer Experience Manager Make?

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

PeopleMetrics

SEPTEMBER 12, 2019

When your in-location experience is different from your web experience, or when your web experience is different from the experience a customer has with your native mobile app, this inconsistent CX will create problems. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

Kerry Bodine

JANUARY 13, 2016

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. CEM in Telecoms. Walker B-to-B CX Summit. Where am I speaking ? May 3 – 4, 2016.

CEM 48

CEM CX Contact Center Customer Loyalty 48

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

VOC 122

VOC B2C B2B CEM 122

ECXO

APRIL 14, 2023

Become an Open Access CX Professional Business Network member: [link] Check us out here: [link] Subscribe to our Webinar: [link] Learn from the outstanding global companies, SAS, Oracle, and a small growing Finnish startup called @Lumoa, which is also doing a great job in CX. Who are our panelists?

B2B 52

B2B CX Innovation Sales 52

Confirmit

NOVEMBER 8, 2017

This past week, we held a Customer Experience (CX) seminar in Dallas that focused on Creating and Maintaining Executive Buy-In for CX. CX professionals also struggle to get exec buy-in and if you don’t have that from the outset, your up-hill battle becomes a trek up Mount Everest. Voice of the Customer Company.

CX 45

CX VOC CEM Voice of the Customer 45

PeopleMetrics

JUNE 18, 2019

This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology. Are you balancing your CX technology and human investments? To explore more CX lessons, click here to download your copy of Listen or Die. What CX lessons have you learned in 2019? Sean holds a Ph.D.

CEM 48

CEM VOC Business Administration Machine Learning 48

PeopleMetrics

JUNE 17, 2020

This is someone at the company who is passionate about CX, fully supports VoC, and will commit to seeing the process through. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Identify a Sponsor. The final step in the Building Phase is identifying a sponsor.

VOC 83

VOC CEM Touchpoint Business Administration 83