ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. This tells you what VoC & Intelligence is needed across your organization: to motivate improvement that drives metrics and financials. CCXP Struggles.

VOC 62

VOC CXM Customer Journey Map CX 62

PeopleMetrics

FEBRUARY 25, 2022

This complete introduction to CX will review everything you need to hit the ground running: Customer Experience FAQ. Benefits of Customer Experience. CX Management and High-Impact Customers. The Customer Experience Management Process. How to Improve Your Customer Experience.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

DECEMBER 31, 2017

Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? And so on.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Qualtrics

MAY 30, 2019

Today, the Disney brand is customer-focused because the leaders model it. Customer-focused leaders understand the broader customer story and allocate resources to make the customer a priority. Utilize Customer Journey Mapping. Close the loop with customers. Optimize wait and response times.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

Experience Investigators

AUGUST 9, 2022

Customer experience is so ill-defined in general that it’s easy to think the tools in the CX toolkit are enough to say “we’re doing CX.” That’s why Customer Experience Management is so critical. What is CX Management (CXM)? We define it as three things: A mindset. A strategy.

CX 52

CX Net Promoter Score CXM Customer Journey Map 52