Experience Investigators

MAY 11, 2021

Leaders often say, “We’re just getting started with customer experience,” but that’s a myth. CX has been happening as long as your organization has existed — with or without your attention and intention! ” What is Customer Experience Management? CXM requires four key elements: CX Strategy.

Customer Experience Management 105

Customer Experience Management CXM CX Customer Experience 105

Experience Investigators

AUGUST 9, 2022

That’s why CX leaders must do everything they can to be proactive about their customer experience strategy. Reactivity ruins customer experience. Three Reactive Realities for CX Programs — and Proactive Paths to Pursue. Customer experience goals are loose and ill-defined. .” And if not?

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

ClearAction

DECEMBER 31, 2015

. “What’s missing is the middle: what is the supplier company doing with the customers’ precious investments in voice-of-the-customer to make things so nice that customers want to be engaged? ” B2B Customer Experience: Do This, Not That. ” Strategic Action on B2B Voice of the Customer.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? Ideally, how you manage customer experience custom-fits your customers’ needs, preferences, and circumstances.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86