Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. An investment in the employee experience is an investment in the customer experience.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Steven Van Belleghem

DECEMBER 6, 2021

The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like. At the same time it will continuously improve employee and customer experience.

CX 123

CX Customer Experience Non-Profits Social Media 123

ClearAction

APRIL 3, 2015

So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX). To set the stage, HR should view their role in a customer experience context : who are HR’s customers, and what can HR do to support what external customers expect of the company.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

ClearAction

AUGUST 16, 2016

Robust processes and tools are necessary for strategic action on VoC data. When I was at Applied Materials we had a well-oiled machine in our VoC actioning. Keep up-to-date through the ClearAction newsletter: Related articles: Are You a Customer Experience Action Hero? 3 Types of Customer Experience Action Essential to ROI.

CXM 67

CXM Customer Experience VOC Sports 67

Qualtrics

FEBRUARY 17, 2021

have realized that customer experience analytics and direct customer feedback are the hallmarks of building effective situational intelligence. CX teams have come a long way in helping digital product teams incorporate customer research and voice of customer data into problem resolution, product planning, and design scenarios.

VOC 26

VOC E-commerce Sports CX 26

Execs In The Know

MAY 18, 2021

The Importance of Research to the Modern CX Executive . But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Re-Working Digital CX: A Reality Check with Top Brands. What about feedback? Kelley Cutforth, Chegg.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

CX Journey

DECEMBER 11, 2014

Don’t be weathered by the prep at first, Customer feedback can navigate the worst. Unless you work for a very small company, the amount of customer survey invitations and data to analyze can be overwhelming without the proper strategy. These metrics really only scratch the surface of measuring the customer experience.

B2B 62

B2B VOC Start-ups Sports 62