Execs In The Know

MARCH 14, 2022

Where should you start when it comes to digital CX transformation? Figuring out where to start is really up to your organization to analyze and prioritize based on where your customer metrics are lacking. How can these pieces of digital CX transformation be accomplished? WISMO) tracking.

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122

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. Executives want to see a clear link between CX initiatives and financial goals. And that leads to more retained revenue.)

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

ECXO

MAY 11, 2023

They know that CX maturity is not an end game. But, as we discussed in a recent post, there is still work to do in Europe to improve CX maturity and transition to customer-centric models. Some countries have barely started or are still in the early stages of development. When was the last time you ran a CX maturity assessment?

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

Lumoa

MAY 19, 2020

In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. You could either roll out a complex CX program all at once, or you could roll out pieces of it systematically. Define the opportunity. Analyze alternatives. Create an implementation plan.

CX 103

CX CX Transformation Customer Experience Start-ups 103

Lumoa

MAY 21, 2018

And therefore, everybody needs to step up and improve things in their own territory. However, the back-office functions, like HR or Finance are involved into CX very seldom. 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.

Customer Experience 130

Customer Experience Invoicing Finance Net Promoter Score 130

Comm100

MAY 14, 2021

Many of us, myself included, started our contact center careers that way. In Forrester’s latest 2021 report, ‘The ROI of CX Transformation’ report , they break down the three key tenets that create a positive customer experience, and how each of these can be delivered through a positive agent experience.

Customer Experience 59

Customer Experience Contact Center CX Transformation CX 59

PeopleMetrics

NOVEMBER 1, 2022

Improving your bank’s CX is necessary for staying competitive, as reports show that 70% of financial service companies are investing in CX transformation. Financial organizations that have completed a CX project have seen noted improvements in their customer ratings and revenue. Targeted marketing. Efficient Onboarding.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62