ClearAction

JUNE 25, 2023

Artificial Intelligence in CX Learning Lynn Hunsaker Beware of artificial intelligence in CX learning! Overshadowing basic facts about customer experience are numerous myths. My article this year, 23 Customer Experiences Practices You Should Stop in 2023 , is an eye-opener to what we should NOT perpetuate.

Artificial Intelligence 62

Artificial Intelligence CX CXM Data Mining 62

ClearAction

MAY 14, 2024

Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI. Yes, you know a lot from tone of voice and phrases used by the customer. Common sense? Technology?

VOC 48

VOC Data Mining Finance Touchpoint 48

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

CX Journey

JULY 25, 2014

I look away from my neighbor and think: Boy, his company’s VoC/CX team has a problem. So, What’s a Customer Experience Management Team to Do? What steps can you take to overcome negative perceptions of your program and win the support of customer-facing teammates? How does their manager measure their performance?

VOC 61

VOC Net Promoter Score CX NPS 61