Experience Investigators

MAY 16, 2023

The customer feedback consistently tells us how customers are confused, irritated, annoyed, and frustrated. The problem created by technologies like invoicing processing systems or the way products are shipped can’t change overnight. These types of improvements require time, engineering, implementing new tools, or more.

CX 52

CX Invoicing Contact Center Customer Feedback 52

Lumoa

MAY 21, 2018

Luckily top management and CEO now understand more often that customer experience is rather a necessity than a cost. However, the back-office functions, like HR or Finance are involved into CX very seldom. Organizational roles in customer experience management. State of CX Management by Temkin. That's fair.

Customer Experience 130

Customer Experience Invoicing Finance Net Promoter Score 130

Lumoa

MAY 21, 2018

Luckily also the top management and the CEO now understand more often that customer experience is rather a necessity than a cost. However, the back-office functions, like HR or Finance are very seldom involved in CX. Organizational roles in customer experience management. State of CX Management by Temkin. That's fair.

Customer Experience 64

Customer Experience Invoicing Finance Net Promoter Score 64

CX Journey

JUNE 19, 2015

A couple years ago, I wrote about several different ways to get executive buy-in for your customer experience initiatives and to get a commitment from them to focus the organization on the customer and on driving change to better the customer experience. It's not new; she wrote about customer rooms five years ago.

Invoicing 71

Invoicing Customer Journey Map Hospitality Hospitality 71