eglobalis

NOVEMBER 3, 2024

Similarly, regular cross-functional workshops can be beneficial for identifying and addressing pain points in the customer journey that may require multi-departmental efforts to resolve. In B2B settings, leveraging technology in this way supports a culture that prioritizes deep customer relationships and a commitment to service.

CX 464

CX B2B Innovation Sentiment Analysis 464

ECXO

MAY 11, 2023

Develop customer-focused products, processes and procedures – develop products, processes and procedures that are designed from the customer back to deliver superior experiences. Train and empower employees – provide training and resources that enable employees to deliver your brand of CX as your business matures.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Experience Investigators

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. WHY are we collecting feedback ? Executives want to see a clear link between CX initiatives and financial goals.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Lumoa

MAY 21, 2018

In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights. Marketing needs to ensure that the customer feedback and insights are utilized across the whole organization, but at the same time its role is not limited to "traditional CX activities".

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

Customer Bliss

DECEMBER 12, 2017

By understanding the CEO’s appetite for speed and investment, you can take this momentous #CX transformation and break it down into smaller tasks and projects with people who have passion and advocate for its success. They used insights to build navigation and concept to align to customer prospects and needs. Click To Tweet.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

Lumoa

MAY 19, 2020

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. That being said, how do you get insights into what your customers want?

CX 97

CX CX Transformation Customer Experience Start-ups 97

ClearAction

MAY 18, 2017

Investment in VoC can be staggering: several full-time employees to manage it all, subscription to a customer feedback management system for several hundred thousand dollars, analytics subscriptions (text, voice, predictive, social media, loyalty driver uplift, etc.), and continuing VoC education (certifications, conferences, etc.).

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54