Execs In The Know

JANUARY 15, 2024

In our latest episode of The CX Leadership Exchange , Tatyana Ngai from AT&T shares her remarkable 25-year journey within customer experience (CX) and telecommunications. The experience taught her the power of a common cause and the urgency of time in fostering collaboration.

CX 52

CX Customer Experience Contact Center 52

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Customer Experience 118

Customer Experience CXM Customer Experience Management Voice of the Customer 118

Lightico

FEBRUARY 22, 2024

The Challenge of Manual Document Handling in Insurance The insurance sector has grappled with customers submitting vast volumes of documents and images, as part of critical insurance activities such as underwriting, policy servicing, and claims processing. simplifying document management.

ML 52

ML Machine Learning Compliance Customer Satisfaction 52

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Customer Experience 75

Customer Experience CXM Customer Experience Management Voice of the Customer 75

ClearAction

APRIL 18, 2020

Growth Through Customer Experience Action Lynn Hunsaker. Customer experience annuities are a compelling source of growth that is commonly overlooked. Customer Experience Improvement Actions. Accordingly, mature customer experience management can reduce business risk.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Experience Investigators

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Challenge #1.

CX 52

CX Sports Customer Journey Map Hospitality 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Social Media 91

Social Media Sales Start-ups Customer Relationship Management 91

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B B2C Customer Experience Net Promoter Score 108

ECXO

APRIL 12, 2021

Customer Experience and Service Management; meeting along the Customer Journey. The Customer Journey is an important common denominator between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience. Share on email.

Customer Experience 98

Customer Experience Net Promoter Score Customer Journey Map CX 98

Aquire

NOVEMBER 17, 2021

Customer experience has become the ultimate competitive advantage. The customer experience battleground. The customer experience battleground. Creating good customer experiences (CX) is top of mind for most companies. On the other hand, customer experience is where competition gets interesting.

Retail 98

Retail B2C Customer Experience Omnichannel 98

Experience Investigators

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !”

Customer Experience 40

Customer Experience Customer Feedback CX Customer Loyalty 40

Kerry Bodine

JULY 30, 2017

Journey maps have become one of the most popular tools for understanding and improving customer experiences. Your customers do business with you because they want to accomplish something in their personal or business lives, like buying a car, shipping a package, or protecting the security of their business data. Why journeys?

Touchpoint 97

Touchpoint Start-ups Customer Experience CX 97

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible.

Sales 87

Sales NPS Business Growth Customer Satisfaction 87

ClearAction

JULY 28, 2018

The purpose of marketing operations is to increase organizational efficiency, agility, and value. Growth of the marketing operations (MO) function was initially driven by the proliferation of marketing technology and increased pressure from the C-suite to prove the value of marketing and contribute to the bottom-line. Systems thinking.

Scorecard 54

Scorecard Predictive Analytics Government Technology 54

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

ClearAction

AUGUST 22, 2020

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Voice-of-Customer Almost-Free.

Customer Experience 77

Customer Experience Non-Profits Gambling Innovation 77

SugarCRM

JULY 27, 2023

Although organizational data has immense potential to help enterprises, specifically sales and marketing departments, stagnantly storing it is not the answer. Much of their organizational data is often incomplete, inaccurate, or duplicated. However, these may vary based on your business’ Ideal Customer Profile (ICP).

CRM 26

CRM Finance CX Sales 26

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

DMG Consulting

JULY 8, 2022

DMG estimates that 50% of the activities performed by a customer service agent while handling a call can be automated. Another way of saying this is that the average handle time (AHT) of customer service calls in most contact centers can be cut in half, with the right technology. The answer is internal politics.

Contact Center 54

Contact Center Artificial Intelligence Healthcare Technology 54

SurveySensum

DECEMBER 4, 2023

Collecting customer feedback is one thing, but understanding how to use it can take time and effort. Customers start to feel like their opinions don’t matter, and when they don’t see any changes, they quietly leave. So, how do you make sense of all this customer feedback and transform it into actionable improvement?

Customer Feedback 52

Customer Feedback Text Analytics Net Promoter Score Social Media 52

Customer Bliss

MARCH 28, 2019

In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position. Build Customer Success Internally and Externally.

Start-ups 52

Start-ups Management Consulting CX Engineering 52

Execs In The Know

MARCH 22, 2023

There is not an end destination at GoodLeap; we use a continuous improvement mindset to constantly look for ways to optimize these variables.” Paul Brandt Chief Experience Officer Pg. Jasmyn Haas Vice President, Experience Pg. April Obersteller Director of Global Experience: EX + CX Pg.

CX 52

CX Contact Center Start-ups Education 52

PeopleMetrics

MARCH 13, 2015

If you aren''t one of the initiated (yet), Slack is an internal communications tool that is fast making email and instant messenger obsolete. Communication is core to customer centricity. It speaks to removing or making the most of organizational silos. When such disconnects exist, the customer invariably suffers.

Close the Loop 109

Close the Loop Customer Experience Net Promoter Score Voice of the Employee 109

PeopleMetrics

APRIL 1, 2015

Before you implement a Voice of the Customer solution , it''s important to set yourself up for success. Organizational awareness and adoption are necessary for it to take hold. Voice of the Customer software rollout is an exercise in change management—in leading the human side of change. For the record, that would be: bad.).

Customer Experience 109

Customer Experience Voice of the Customer Customer Feedback Customer Experience Management 109

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

CX 111

CX Customer Loyalty Customer Experience Customer Service 111

PeopleMetrics

FEBRUARY 6, 2015

You''ve got your Voice of the Customer program in place. Your Client or Customer Advisory Board is humming along. You have built a discipline around customer journey mapping. You have the attention and support of leadership for customer experience improvement. The answer is likely right in front of you.

Customer Experience 86

Customer Experience Voice of the Employee Net Promoter Score Text Analytics 86

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? Accordingly, customer-centricity DNA means your business is customer-centered in all that it does. Your business can develop customer-centricity DNA. Weave customer-centered thinking and doing in everything everyone does. Lynn Hunsaker.

Non-Profits 91

Non-Profits Voice of the Customer Start-ups Innovation 91

Qualtrics

JUNE 17, 2020

We know it instinctively, but the facts back it up: the employee experience (EX) is bettered by inclusion and diversity. She’s also a Yale-trained social psychologist with a decade of experience conducting experiments and teaching about social biases. Dalana is Twitter’s VP People Experience and Head of Inclusion and Diversity.

Education 61

Education Start-ups Gaming Customer Relationship 61

Sprinklr

JUNE 25, 2021

At Sprinklr, we are redefining the unified customer experience , turning conversations on modern channels into valuable business insights. Our world-class team is constantly finding innovative ways to raise the bar even higher to enhance the customer experience with our industry-leading artificial intelligence (AI).

Artificial Intelligence 78

Artificial Intelligence CXM Start-ups Education 78

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. In the journey manager role synonymous with that of a customer success manager?

Real Estate 54

Real Estate Touchpoint Government Customer Feedback 54

CX Journey

JUNE 17, 2019

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. This just doesn't work.

Customer Experience 59

Customer Experience Education Start-ups Government 59

Experience Investigators

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . To deliver exceptional customer experiences, everyone in your organization needs to be on board. Path 1: Customer Experience 101. What DOES customer experience mean and why should we care?

Customer Experience 98

Customer Experience Customer Journey Map Education Artificial Intelligence 98

Confirmit

OCTOBER 11, 2018

Confirmit Horizons™ Version 24 is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. Listen across all your customers’ preferred channels. Deliver a more engaging respondent experience. Eliminate customer data silos with CRM integration.

Unstructured Data 40

Unstructured Data Sentiment Analysis Close the Loop Artificial Intelligence 40

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. In the journey manager role synonymous with that of a customer success manager?

Real Estate 48

Real Estate Touchpoint Government Customer Feedback 48

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. In the journey manager role synonymous with that of a customer success manager?

Real Estate 48

Real Estate Touchpoint Government Customer Feedback 48

DMG Consulting

MARCH 15, 2017

The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8 Deliver a personalized customer experience (39.2 Reduce customer effort (35.2 Enhance customer engagement (33.6 Improve customer retention, (33.6

Contact Center 48

Contact Center Customer Retention Start-ups Customer Experience 48

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77