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

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

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 103

CX CX Transformation Customer Experience Start-ups 103

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 Customer Feedback Social Media 54

PeopleMetrics

NOVEMBER 1, 2022

Why does customer experience in banking matter? Improving your bank’s CX is necessary for staying competitive, as reports show that 70% of financial service companies are investing in CX transformation. The CX team could then present this specific scenario to leadership and explain how CX strategies drove the solution.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

Lumoa

OCTOBER 31, 2018

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 Companies do marketing, sales and CRM – the customer does the experience!

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64