Customer Think

JULY 21, 2021

Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). But, there are challenges too.

CX Transformation 141

CX Transformation CX AI Technology 141

Execs In The Know

APRIL 8, 2024

After all, in an era where unpredictability reigns supreme – particularly for customer experience (CX) leaders – the relentless pursuit of change can be exhausting and disorienting. At the Junction of Acceleration & Uncertainty The roadblocks of transformation often reside where acceleration and uncertainty meet.

CX 52

CX CX Transformation Technology Technology 52

Astute

DECEMBER 2, 2020

With CX now a key differentiator between brands, what role do Chief Marketing Officers play in helping their brand meet or exceed ever-growing customer expectations? The post How is CX Transforming the Role of Chief Marketing Officer? appeared first on Astute.

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CX Transformation CX Customer Expectations Customer Experience 52

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. Still, the largest chunk (20%) sit in Information Technology (IT). Be wary of it.

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CX CX Transformation Government Start-ups 130

ECXO

APRIL 5, 2021

Alan, what is your take on a big CX Transformation Programme as a Strategy? When I was asked to share my views on this topic it felt familiar, I have been asked this before by clients and prospects, by CX Practitioners and CEO’s and my answer is always the same. It doesn’t work!! Image Headway, Unsplash.

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CX Transformation CX Start-ups B2B 52

Experience Investigators

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. About Michelle Morris: Michelle Morris is the Associate Director of CX Transformation at Verizon Connect.

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CX Government Manufacturing CX Transformation 52

CallCare

MAY 9, 2023

Want to deliver a better customer experience across the board? The bottom line is that today’s customers expect more. As technology advances, they expect faster, more consistent experiences with the companies they interact with. What is customer experience transformation?

Customer Experience 52

Customer Experience CX Transformation Omnichannel Innovation 52

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Knowing the corporate sandbox you’re involved in transforming. Attitude Shift Required for CX Transformation. Agree and gain alignment on the customer journey. Market hope.

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CX Transformation CX Engineering Voice of the Customer 54

CX Journey

JANUARY 24, 2017

Image courtesy of GMC Software We can all use a little help when it comes to customer experience transformation initiatives. And that's the reason GMC Software is planning for an exciting virtual event on February 7, 2017, dubbed CX Transformation Day. The event begins at 9am ET and runs through 2pm ET.

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CX Transformation CX Innovation Customer Experience 46

Confirmit

DECEMBER 12, 2018

A couple of weeks back, we headed to sunny Stockholm to chat all things Customer Experience alongside other CX aficionados at the CX Transformation: Nordics event. The event brought together speakers from the likes of Sky, Uber and of course Confirmit, to discuss the transforming CX horizon.

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CX Transformation Technology Technology CX 49

Sprinklr

JULY 21, 2021

They’re among the most important safety features of our cars, and they’re ripe for CX transformation. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. Because so much is riding on your tires.

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CXM Customer Experience CX Transformation CX 98

Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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CX Transformation CX NPS Entertainment 72

Logicalware

AUGUST 18, 2023

Are you ready to go beyond buzzwords and dive into the real impact of AI on Customer Experience? With this unique mix of industry luminaries, attendees will be able to hear from some of the best minds in the customer engagement and contact centre industries. Don’t get left behind! Reserve your spot today!

AI 52

AI CX Artificial Intelligence CX Transformation 52

CX Journey

FEBRUARY 14, 2018

Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now? Lots of effort has been put forth to improve the customer experience, with no apparent improvements. Companies are still treating customers poorly.

CX Transformation 46

CX Transformation CX Voice of the Customer Customer Experience 46

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. So, what is actually happening to B2B customer experiences? Does it sound familiar?

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B2B B2C CEM Customer Experience 121

CX Journey

JUNE 5, 2019

The good news is that you've embarked on a customer experience transformation journey. A lot of companies are, or claim to be, working to improve the customer experience, with little or no visible evidence. Companies are still treating customers poorly. And customers are still complaining.

CX Transformation 54

CX Transformation CX Start-ups Sales 54

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. Delivering superior CX (speed, accurate authentication; engaging with virtual assistants).

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Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world.

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CX Customer Experience Artificial Intelligence Omnichannel 141

SurveySensum

SEPTEMBER 14, 2020

Digital customer experience is the new battleground. . The companies that are winning the digitalization race are acquiring more customers and making more money! Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. .

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Customer Experience Sentiment Analysis Social Media CX Transformation 59

CX Journey

NOVEMBER 15, 2016

Image courtesy of hkricharusf You know that your customer experience initiatives will die in the planning stages if you don't have executive commitment, right? I've written several times about the importance of having that executive buy-in and commitment for your customer experience transformation. Seth Godin.

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CX Transformation CX Start-ups Customer Experience 71

Lumoa

MAY 19, 2020

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Choosing the right CX vendors is a challenge because there are so many options on the market.

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CX CX Transformation Customer Experience Start-ups 103

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks?

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. What is customer commitment?

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. Let’s find out what the field professionals actually experience. How to overcome those challenges?

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CX Customer Experience Machine Learning Artificial Intelligence 64

Customer Bliss

JULY 26, 2018

He’s been uniting leaders, the C-Suite, and silos across 17 executive branch agencies, in efforts to improve IT functions and streamline CX for the agencies that serve Colorado’s citizens. 3 Steps to Initiating A CX Communication Strategy. CX #CustExp Click To Tweet. CX transformation is not a one-time effort.

Government 44

Government CX Transformation CX B2B 44

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Beyond Philosophy

APRIL 21, 2021

In this episode, we speak with Jason Ten-Pow , President of ONR CX and author of the new book UNBREAKABLE: A proven process for building relationships with customers , about how to build deeper and profitable relationships with customers. Ten-Pow has been consulting in Customer Experience for over two decades.

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CX Transformation Management Consulting CX Customer Experience 78

CX Journey

JUNE 5, 2019

The good news is that you've embarked on a customer experience transformation journey. A lot of companies are, or claim to be, working to improve the customer experience, with little or no visible evidence. Companies are still treating customers poorly. And customers are still complaining.

CX Transformation 32

CX Transformation CX Start-ups Sales 32

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . The Employee Experience Directly Impacts Customer Experience.

Hospitality 64

Hospitality Hospitality CX Customer Experience 64

Customer Bliss

DECEMBER 21, 2017

Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit actions that they can take to show their commitment to CX transformation. Guess what? Click here« for free and instant access to more simple steps!

Customer Experience 66

Customer Experience CX Transformation Start-ups CX 66

CX Journey

MAY 29, 2018

Image courtesy of Quadient Are you communicating with customers in their preferred methods? That's only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient's third virtual CX Transformation Day. The discussion is fast-paced, fun, and thought-provoking.

Customer Experience 50

Customer Experience CX Transformation Legal Government 50

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry.

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CX Transformation CX Business Growth Customer Experience 44

Comm100

MAY 14, 2021

Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation. Once considered an ephemeral buzzword that would fade away, these same organizations now boast of their CX-first culture that puts customer experience at the forefront of everything they do.

Customer Experience 59

Customer Experience Contact Center CX Transformation CX 59

Customer Bliss

DECEMBER 12, 2017

By understanding the CEO’s appetite for speed and investment, you can take this momentous #CX transformation and break it down into smaller tasks and projects with people who have passion and advocate for its success. During your #CX implementation, celebrate others who've contributed to the success of the program.

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CX Transformation Customer Experience Data Mining NPS 0

Customer Bliss

MARCH 9, 2018

Over the past 2 years, I’ve had the pleasure of interviewing numerous CCOs and CX leaders for my podcast, The Chief Customer Officer Human Duct Tape Show. Doctors, nurses, C-Suite leaders, and front-line staffers should always be thinking about how they can improve the patient and caregiver experience. Click To Tweet.

Healthcare 47

Healthcare Hospitality Hospitality Customer Experience 47

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. They know that CX maturity is not an end game.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

Customer Bliss

JANUARY 12, 2018

How do you transform customer experience within the postal service – an industry that affects the whole nation? A critical part of Christine’s role as CCO is to ask, “how do we make sure we can empower our front line to deliver great customer experiences?”

Customer Experience 66

Customer Experience Finance CX Transformation CX 66