CX Accelerator

NOVEMBER 11, 2022

The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: 6 Sources of Customer Understanding by CXpert. CUSTOMER JOURNEY MAPPING Being able to map customer journeys with your organization is a skillset unto itself.

CX 307

CX Customer Journey Map CX Transformation Government 307

ECXO

MAY 11, 2023

Define a customer-centric vision and strategy – develop a clear vision and strategy that outlines the company’s goals and objectives for improving customer experience. Leading by example – Ericsson and DHL These steps above are crucial to make a success of your CX transformation. Take Ericsson, for example.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

CX Journey

AUGUST 13, 2015

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation.

Touchpoint 74

Touchpoint Customer Journey Map CX Transformation Voice of the Customer 74

PeopleMetrics

NOVEMBER 1, 2022

To improve CX at your bank, you’ll need to have the right CX solution to collect responses and measure your program’s results. Find a CX platform that will act as your partner in improving your CX program. What is customer experience in banking? Why does customer experience in banking matter?

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs.

Customer Journey Map 71

Customer Journey Map Customer Retention CX Transformation Customer Feedback 71

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Secure the support of the C-suite executives since Forrester stated " Every successful transformation we studied began with a customer experience epiphany by a CEO or COO." A touchpoint should be seen from customer perspective.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114