What is digital customer experience management?
Callminer
AUGUST 3, 2022
CX is one of the most important facets of a company's performance. Read this blog to learn about prioritizing and optimizing digital customer experience management.
Must-Have Customer Experience Management Skills for CX Professionals
Lumoa
SEPTEMBER 8, 2021
The most successful companies require next-generation customer experience management tools and strategies to analyze all data points in real-time and provide up-to-date, actionable insights faster across all teams in your organization. Help your organization amaze and delight your customers by strengthening these skills.
Join 24,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
10 Best Customer Experience Management Software Companies 2024
SurveySensum
MARCH 20, 2024
If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. Now, understand the importance of creating a positive customer experience for your customers. Well, Customer Experience Management is the solution!
Customer Experience Management Defined: How is it Different From CX?
Experience Investigators
MAY 11, 2021
Leaders often say, “We’re just getting started with customer experience,” but that’s a myth. CX has been happening as long as your organization has existed — with or without your attention and intention! ” What is Customer Experience Management? Want Greater CX Success?
Customer Experience Management: Optimizing Your Strategy for Financial Success
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
She’ll explore how to pinpoint, measure, and attain benefits such as increased revenue per customer, call reduction, reduced attrition, referral growth, and reduced cost-to-serve through CX improvements, all while actively engaging your customers. Register today! October 19th, 2023 at 9:30am PDT, 12:30pm EDT, 5:30pm BST
What is customer experience management and why it matters
Callminer
MAY 2, 2022
Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools needed to consistently improve CX at scale. Read more.
How to Become a Customer Experience Manager
Fonolo
MARCH 28, 2023
Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world.
Guest Post: Maximize Productivity with a Customer Experience Management Platform
Shep Hyken
SEPTEMBER 3, 2021
This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?
Customer Experience Management Tips & Best Practices
Callminer
JULY 1, 2019
Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty.
The new order of customer experience management
CX Network
DECEMBER 20, 2022
Author and CX Network board member, Gautaam Borah, shares his outlook for experience management in 2023.
24 Ways 2024 Customer Experience is Smarter: CX Metrics (Part 2 of 4)
Customer Think
FEBRUARY 1, 2024
CX Metrics are a big part of new CX wisdom for 2024. In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM).
CXM 
114
114 
NOW is the time for a CX Revolution! Part Four.
Bill Quiseng
NOVEMBER 22, 2023
Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences.
CX 97
97 
Introduction to CX 101.
Bill Quiseng
FEBRUARY 7, 2024
Welcome to CX 101. This is not a customer service training class. Customer service is what you do for your customers. Customer experience is how your customers feel before, during, and after what you do. Customer loyalty is how your customers feel about what you did repeatedly.
CX 78
78 
This is our time for a CX Revolution!
Bill Quiseng
NOVEMBER 1, 2023
Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution!
CX 97
97 
Getting Started – What is customer experience management?
CallCare
MARCH 21, 2023
In today’s super-competitive marketplace, customer experience (CX) should be taken seriously by all businesses. A key metric used to analyse a brand’s overall health, the real-life business value in CX research and findings is enormous. This guide explains how customer experience management strategies work.
The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX
Adrian Swinscoe
FEBRUARY 28, 2024
Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model […] The post The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX first appeared on Adrian Swinscoe.
CX 130
130 
Customer Experience ROI Handbook: What is CX ROI?
Customer Think
FEBRUARY 4, 2024
It’s not that complicated, but CX ROI advice is typically based on: — Inside-out viewpoints rather than outside-in perspectives. — A portion of customer experience management (selling, referrals, service, etc.). This is a question with a hundred different answers, inaccurately.
Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World
Experience Investigators
APRIL 23, 2024
The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.
Books About Customer Experience: 9 Best Reads for CX Professionals
Heart of the Customer
NOVEMBER 20, 2023
When it comes to understanding customer satisfaction, books on customer experience management are essential tools. They provide insights into how to keep customers happy and loyal.
CX 78
78 
The Customer Experience Management Strategy That Wins, and Helps You Win!
Customer Think
FEBRUARY 5, 2023
According to Forrester’s US 2022 Customer Experience (CX) Index rankings, “CX quality fell for 19% of brands in 2022—the highest proportion of brands to drop in one year since the survey’s inception.”
24 Ways 2024 Customer Experience is Smarter: CX Value (Part 1)
Customer Think
JANUARY 20, 2024
In an immature field like Customer Experience Management, there are plenty of new things to discover! When I’m writing, presenting, teaching, and discussing customer experience (CX), I often realize a new CX truth. What do you know today that was unknown to everyone a year ago?
CXM 69
69 
Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software
Adrian Swinscoe
NOVEMBER 22, 2023
This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com. As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe.
Contact Center 147
147 
Focus on Customer Experience Management to Improve Customer Retention
SurveySensum
JULY 12, 2019
Customer experience management is crucial for your business. In fact, if you ignore the significance of great customer experience in your business operations then you might have to pay a price by losing your customers. Highly important. Purchase Transactions (Point of Sales Software).
Revolutionizing CX Management with Customer Experience Analytics
Lumoa
APRIL 18, 2023
As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Let’s explore how you can use analytics to revolutionize your customer experience. Think about it.
5 Secrets Behind World-Class Customer Experience (CX)
PeopleMetrics
APRIL 30, 2021
The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more.
CX 133
133 
Assessment for Almost-Automatic CX Excellence
ClearAction
OCTOBER 25, 2022
Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career.
CXM 71
71 
5 Strategies for CX Excellence
PeopleMetrics
JULY 20, 2020
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". This activity alone with make your company 10x more customer-centric.
CX 163
163 
CX Annuities Solve CX ROI & Tenure Dilemmas
ClearAction
SEPTEMBER 22, 2022
CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. is CX Annuities.
CX 62
62 
15+ Essential Customer Experience Interview Questions to Ask CX Professionals
SurveySensum
JANUARY 30, 2024
A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. That got me thinking – what interview questions really help identify a great CX professional? Let’s get started!
CX 52
52 
What is Customer Experience Management and Why Does it Matter?
SugarCRM
FEBRUARY 23, 2023
When companies are able to provide a great customer experience (CX), their customers are more likely to spend more, refer more, and stay longer. This is where Customer Experience Management (CXM) But, what is CXM, and how can you improve it to deliver the experience your customers not only want, but expect?
Why using only CRM platforms can kill CX
LitmusWorld
SEPTEMBER 13, 2021
CRM vs CEM – Why using only CRM platforms can kill your CX programme Customer Relationship Management (CRM) and Customer Experience Management (CEM) may sound like they both serve the same purpose – both deal Read more… Why using only CRM platforms can kill CX appeared on LitmusWorld.
CRM 85
85 
Customer Experience Management Prevents Process Silos
ClearAction
OCTOBER 21, 2017
Customer Experience Management Prevents Process Silos Lynn Hunsaker. Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. It’s the job of customer experience management to drive smooth journeys and maximize value across the life cycle.
Customer Experience Management: An Exclusive Interview with Micah Solomon
SugarCRM
AUGUST 19, 2020
Best-Selling Author and Expert Micah Solomon Addresses the Importance of Customer Experience Management and Strategy. Register for our free CX webinar series here and join us as Micah digs in further on customer service in the experience economy. When he talks, businesses stop and listen.
Customer Experience Management: Five Proven Customer Experience Tips If You Want to Stay on Customer Pulse
SurveySensum
SEPTEMBER 4, 2019
What Steve Jobs is teaching us is that the secret of truly customer-centric companies lies in the ability to predict their clients’ needs and wants, and to build around it an omnichannel customer journey. How to establish a process for CX? How to maximize the lifetime value of customers? And with good reason.
How Customer Listening Assessments Create Better CX
Experience Investigators
JULY 20, 2021
Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Customer Experience Management Defined: How is it Different than CX? How Customer Experience Maturity Splinters.
CX 131
131 
What is Customer Experience? Complete Introduction to CX
PeopleMetrics
FEBRUARY 25, 2022
Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!
CX 71
71 A New Era In Customer Experience Management
MyCustomer Experience
NOVEMBER 8, 2021
AA new era in customer experience (CX) has arrived: predictive. Going forward, firms will need to embrace this or risk getting left behind. 8th Nov 2021. By Forrester Independent research and advisory firm.
[Experience Action Podcast] Navigating Customer Expectations: Strategies to Weather the Storm and Excel in CX
Experience Investigators
FEBRUARY 13, 2024
Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !
An Authoritative view: Three Pioneers of CX predict big changes in 2023
Beyond Philosophy
JANUARY 7, 2023
This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy. We discussed what we see changing in CX. We all think we are at a turning point in the movement.
CX 88
88 
Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is
PeopleMetrics
JULY 17, 2018
As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). So What is VoC?
VOC 210
210 
Create Your CX Charter with These 6 Questions
Experience Investigators
JULY 6, 2021
Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. Who Needs to Approve?
CX 130
130 
Zendesk + Ultimate: Setting a new standard of service with AI agents
Zendesk
MARCH 13, 2024
Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. The latest CX Trends data shows that unprecedented demand for AI is driving up the speed and frequency of customer engagement.
AI 138
138 
The lost child of customer experience (CX) is taking action – Interview with Jason Grier of Reputation
Adrian Swinscoe
JULY 9, 2021
Today’s interview is with Jason Grier, the Chief Customer Officer of Reputation, a leading business-to-business online reputation management and customer experience management company. Jason joins me […].
CX 100
100 
LitmusWorld CX Dictionary
LitmusWorld
MAY 30, 2021
LitmusWorld CX Dictionary Understanding any industry starts with learning the terminology that is commonly used on a day to day basis. To help you brush up your customer experience management skills, check out this exclusive Read more… LitmusWorld CX Dictionary appeared on LitmusWorld.
CX 52
52 
Let's personalize your content