Remove CRM Remove Customer Experience Management Remove CX Transformation
article thumbnail

The road to customer centricity – where to begin?

ECXO

Using a CX maturity model One way to assess your CX maturity is by using a maturity model. The model is a framework that helps companies evaluate their current state of customer experience management and identify areas for improvement. Where should you do next? Take Ericsson, for example.

article thumbnail

How to Justify a CX Program to Your CEO

Lumoa

You could either roll out a complex CX program all at once, or you could roll out pieces of it systematically. Perhaps you might consider hiring more customer service representatives before investing in CRM software or a multi-channel servicing strategy. Analyze alternatives.

CX 103
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Customer Experience Challenges According to 15 CX Experts

Lumoa

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX Read the full answers of the experts below.

CX 64
article thumbnail

Customer experience, whose business is it?

Lumoa

Although, the situation progressed massively during the last 10 years, alignment of CX activities across the whole organization still shows up to be a problem. Organizational roles in customer experience management. Finance You might ask "How could a finance department influence customer experience?"

article thumbnail

Customer experience, whose business is it?

Lumoa

Although the situation has progressed massively during the last 10 years, the alignment of the CX activities across the whole organization still appears to be a problem. Organizational roles in customer experience management. Finance You might ask "How could a finance department influence customer experience?"

article thumbnail

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.