ClearAction

AUGUST 29, 2015

Also, desktop dashboards showing real-time customer survey feedback are commonplace among a variety of managers in most companies, empowering them to follow-up about dissatisfaction and address issues specific to each manager's use case. B) The investment in technology and time to address one at a time is high.

Close the Loop 117

Close the Loop Customer Experience Customer Experience Management Sports 117

Win the Customer

DECEMBER 14, 2015

The key to customer experience success is in utilizing technology that ensures CX levels are high, while meeting strategic operational goals. Customer experience is increasingly being spoken of as a cross-company initiative. Finding the Customer Experience Balance.

Customer Experience 88

Customer Experience Legal Finance CX 88

ClearAction

MAY 24, 2016

scientific specifications, and downstream customer concerns. Roles often include project manager, foreman, estimator, purchasing manager, general manager, facilities, IT, legal, and manufacturing. B2B customers talk with one another at trade shows, symposiums, and trade association events.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

ClearAction

APRIL 29, 2020

In a related article, CEO’s Guide to Growth through Customer-Centered Management , the following definitions are recommended: Customer Experience is customers’ realities compared to their expectations [in selecting, getting and using a solution toward a capability they seek (i.e. job-to-be-done)].

Customer Experience 71

Customer Experience CX Legal Customer Experience Management 71

ClearAction

NOVEMBER 26, 2017

In the big scheme of things, T&Cs is a tiny fraction of what it takes — and it’s way back deep in the capabilities section of the chart shown here, and determined by your Legal Department — all of which are a far cry from your front-line staff, touch-points, digital marketing, loyalty and reference programs, and so forth!

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

Lumoa

JUNE 28, 2018

Q&A with Michal Redbord , General Manager, Service Hub at Hubspot Previously we have shared how you can build a customer experience management processes in your company. Scale your company, scale your customer experience management. Chapter 1: Everyone and everything is customer experience.

NPS 64

NPS Net Promoter Score Touchpoint Customer Feedback 64

ClearAction

OCTOBER 16, 2019

It balances growth of revenue and profit, short-term and long-term, and interests of customers, employees and investors. That’s not as impossible as it seems, given the promises of today’s technologies. Keeping the customer’s end-to-end journey in mind is essential to maximizing customer lifetime value.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

Fonolo

MAY 7, 2015

Our 7 tips for great call center management are: Talk to Your Support Agents. Keep Up With the Latest Contact Center Technology. What do great call center managers do? A contact center manager’s job is often a thankless one. Keep Up With the Latest Contact Center Technology. Act as a True Leader.

Contact Center 126

Contact Center Technology Technology Start-ups 126

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Ironically, in our quest to improve customers’ end-to-end journey with our brands we’re introducing numerous CXM silos.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Qualtrics

FEBRUARY 26, 2019

I will say though, on the voice of the customer and the customer research side, there’s not a business unit in Dun & Bradstreet that we don’t work with. the future is a mix of using technology as best as humanly possible and gaining the organization’s real trust. I love that.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37