PeopleMetrics

JULY 10, 2018

The more important question is this: “As an organization, what can we do today to put the customer first?”. And to really make this really real, each employee at a customer-centric organization should ask themselves this question: “What can I do today to create a better customer experience for our customer?”.

CEM 66

CEM VOC Touchpoint Social Media 66

Qualtrics

SEPTEMBER 17, 2019

Ask Jim Harwood, VP of Marketing and Analytics at Farm Bureau Financial Services, how you sell a CX program to a CEO, and he’ll tell you to adopt the old Michael Gerber approach: “Start at the end.”. If we were to start at the end of this story, we’d say that Jim led the CX program at Farmers Insurance for five years and increased NPS by 60%.

CX 35

CX NPS Touchpoint Start-ups 35

SurveySensum

SEPTEMBER 14, 2020

Which is why Digital CX Transformation is required. Customer behavior has changed due to the pandemic. The customer journey is shifting from offline to online and companies are looking for well balanced O2O strategies. The businesses that were in the digital CX transformation phase have fast-forwarded their progress.

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59