Experience Investigators

MAY 11, 2021

When leaders say this, what they really mean is, “We’re just getting started with customer experience management.” ” What is Customer Experience Management? CXM is what happens inside the organization in order to deliver an intentional customer experience.

Customer Experience Management 105

Customer Experience Management CXM CX Customer Experience 105

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

ClearAction

SEPTEMBER 28, 2015

Here are 5 words representing successful customer experience management (CXM) in the future: 1) Context. 1) Customer Experience Excellence as a Context. Every job exists thanks to customer funding. It has the power to dismantle silos that currently dominate and severely limit CXM. 3) Patterns.

CXM 105

CXM Customer Experience VOC Customer Experience Management 105

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Silo Focus for B2B CXM Governance 2.

Government 62

Government B2B CXM Customer Experience 62

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Sprinklr

OCTOBER 13, 2021

Unified publishing capabilities: The ability to publish content seamlessly across the channels that matter most to customers and adjusted for local preferences. Governance and workflows: Automation and AI can supercharge your workflow, ensuring that content and messaging stays on-brand and in compliance across geographies.

Social Media 101

Social Media CXM Social Listening Compliance 101

Sprinklr

OCTOBER 20, 2021

Your social suites strategy can easily become disconnected by data silos and point solutions, with different teams engaging with customers in different ways. Share insights internally and externally to fuel collaboration and innovation across your enterprise. Fewer silos and dead ends. More collaboration and communication.

Social Media 85

Social Media Unstructured Data CXM Social Listening 85