Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

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. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University.

CX 97

CX CXM Customer Journey Map Sports 97

eglobalis

DECEMBER 5, 2023

True Personalisation is Unworkable for Customer Experience The post True Personalisation is Unworkable for Customer Experience appeared first on Eglobalis.

Customer Experience 164

Customer Experience Artificial Intelligence CXM Contact Center 164

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. But no more.

CX 97

CX CXM Customer Journey Map Education 97

ClearAction

OCTOBER 25, 2022

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. What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors.

CXM 71

CXM CX Sports Customer Experience Management 71

ECXO

DECEMBER 20, 2023

Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation. The New Customer Personality: We delve into the concept of the “One and Only” customer, who, in the age of Gen AI, demands an entirely new level of co-created engagement. Who is Lior Arussy?

AI 68

AI CXM CX Innovation 68

ECXO

MAY 27, 2024

This article explores the current landscape of AI in enterprise software, highlighting its growing impact on user adoption and its transformative potential to improve customer loyalty, streamline workflows, and reduce operational costs. The focus will shift to functionality, adoption, and customer experience and its outcomes.

AI 74

AI Technology Technology CX 74

eglobalis

OCTOBER 3, 2023

How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.

Customer Experience 138

Customer Experience Artificial Intelligence CXM Contact Center 138

Sprinklr

SEPTEMBER 17, 2021

For more than 30 years, the STAR Awards have been one of the highest honors in the technology and services industry, recognizing commitment to outstanding innovation, leadership, and excellence. This is just the beginning of facilitating Unified-CXM education in the industry. 2) Public training workshops. 3) Private training classes.

Education 74

Education CXM Innovation Technology 74

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Customer Experience 118

Customer Experience CXM Customer Experience Management Voice of the Customer 118

Sprinklr

JULY 12, 2021

We were selected as one of 100 top organizations due to our focus on creating an enriching workplace where professionals innovate, learn, and grow by working with cutting-edge technologies. Access to advanced artificial intelligence (AI) on a unified customer experience management (Unified-CXM) platform.

CXM 96

CXM Artificial Intelligence Structured Data Machine Learning 96

ClearAction

SEPTEMBER 28, 2015

5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Yet, for customer experience (CX) managers in companies, these are the first things on their minds. Can this gap continue indefinitely?

CXM 105

CXM Customer Experience VOC Customer Experience Management 105

ECXO

JANUARY 16, 2024

Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation. The New Customer Personality: We delve into the concept of the “One and Only” customer, who, in the age of Gen AI, demands an entirely new level of co-created engagement. Who is Lior Arussy?

AI 52

AI CXM CX Innovation 52

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

CX 52

CX CXM Government Contact Center 52

ECXO

SEPTEMBER 6, 2023

Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. But can a Customer Data Platform truly enhance the customer experience? Limited Spaces Available!

Customer Experience 74

Customer Experience Omnichannel CX Innovation 74

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

Customer Experience Maturity Model 139

Customer Experience Maturity Model B2B CX Customer Experience 139

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Customer Experience 75

Customer Experience CXM Customer Experience Management Voice of the Customer 75

ClearAction

OCTOBER 20, 2015

Customer Experience for the Future: Context is King. Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” Context is one of five success factors described in my recent article, Customer Experience for the Future: 5 Keys.

CXM 83

CXM Customer Experience Manufacturing Social Media 83

Sprinklr

JULY 29, 2021

Product innovation: Identify new product ideas and improvements based on customer suggestions. Top attributes: Identify top attributes loved by customers, and why. Low performing attributes: Identify the attributes that are most disliked by customers. Are you missing out on any of these? Learn More.

CXM 111

CXM Manufacturing Social Media Social Listening 111

ClearAction

OCTOBER 20, 2015

Customer Experience for the Future — Key #1: Context is King Lynn Hunsaker. Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And how many managerial decisions promote customer experience excellence?

CXM 71

CXM Customer Experience Manufacturing Social Media 71

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. Happy customers are more likely to be loyal customers, leading to increased customer retention.

Innovation 98

Innovation Gaming Customer Satisfaction Start-ups 98

PeopleMetrics

FEBRUARY 18, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. sessions: [link].

Close the Loop 62

Close the Loop Customer Feedback CXM Customer Loyalty 62

ClearAction

NOVEMBER 3, 2015

Customer Experience for the Future: Outside-In Beyond Skin-Deep. "Outside-in" "Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. Are You a Customer Experience Action Hero?

Customer Experience 101

Customer Experience VOC CXM Customer Experience Management 101

Sprinklr

SEPTEMBER 20, 2021

Bring complaints management into your unified customer experience. Check out what today’s complaints and escalation management systems look like when reimagined from the digital perspective as part of a unified customer experience (Unified-CXM) platform.

Machine Learning 88

Machine Learning CXM Social Media CRM 88

Intercom, Inc.

SEPTEMBER 15, 2021

In this era of ever-increasing digital disruption and innovation, category design can be the ultimate business strategy for brands wishing to stand out from the crowd. It’s called Play Bigger, How Rebels and Innovators Create New Categories and Dominate Markets. And luckily for us, you literally wrote the book on this stuff.

Sports 205

Sports Start-ups CXM Innovation 205

Sprinklr

SEPTEMBER 9, 2021

Improve your customers’ experiences. Brands need to know what their customers are saying about their products, services, and messaging to communicate with them in a meaningful way. Lay the foundation for a unified customer experience across your digital ecosystem. Protect your brand’s reputation.

Social Listening 110

Social Listening AI Social Media CXM 110

Sprinklr

AUGUST 24, 2021

Listen in: Dennis Mathew of The Classic Partnership shares with Sprinklr CXO Grad Conn the key steps to being a good social seller in this episode of The Unified-CXM Podcast. The speed of innovation should be a key driver in choosing a technology partner that supports your vision and business needs.

Social Media 111

Social Media Social Listening CXM Compliance 111

Sprinklr

SEPTEMBER 16, 2021

Unified customer experience. The ability to have two-way communication with your customers to understand their wants, needs, problems, and preferences. Connecting with those customers who like and promote your products, services, and brand on social media. Crisis monitoring and management.

Social Listening 87

Social Listening Social Media CXM AI 87

eglobalis

MAY 12, 2024

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.

AI 138

AI Technology Technology CX 138

Execs In The Know

APRIL 25, 2024

This leader must have the capabilities of a research lab, similar to universities or the Big Tech companies, to uniquely harness the power of these LLMs, but provide the control and explainability brands need for customer experience quality and accuracy. those currently training and managing live agents).

AI 52

AI CXM Engineering Business Operations 52

Sprinklr

AUGUST 10, 2021

Shrenik Jain is a Senior Director of Product Management at Sprinklr who drives AI innovations for Modern Care, the customer service solution in Sprinklr’s Unified-CXM platform. Learn more about what we’ve done so far to help agents with creative use of AI.

AI 98

AI CXM Contact Center Customer Satisfaction 98

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. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B CXM Customer Experience 62

Sprinklr

OCTOBER 14, 2021

Customers may not always mention you by name, but they are constantly sharing feedback on dozens of social media and messaging channels. Social listening helps you reach across this feedback ecosystem for insights into customer experience (CX) and new opportunities for business value. Poor collaboration.

Social Listening 129

Social Listening CXM Customer Experience Artificial Intelligence 129

ECXO

SEPTEMBER 7, 2023

Join us at the European Customer Experience Organization event featuring a captivating presentation by Ilenia Vidili on “From Products to People: Pioneering a customer-centric Culture for business success!” Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Innovation 52

Innovation CX Customer Experience CXM 52

eglobalis

NOVEMBER 1, 2023

How to boost customer loyalty in a tough economy - Customer Experience The post How to boost customer loyalty in a tough economy appeared first on Eglobalis.

Customer Loyalty 131

Customer Loyalty Customer Experience Artificial Intelligence CXM 131

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. Value chain thinking is extremely valuable in customer experience management. Value chain thinking is extremely valuable in customer experience management. What is a value chain?

VOC 48

VOC Close the Loop CXM Voice of the Customer 48