ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Such a loose confederation would never fly in sports!

Sports 94

Sports Customer Experience Scorecard CX 94

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model. Influencing Companywide Model.

Sports 62

Sports CX Scorecard Touchpoint 62

Lumoa

FEBRUARY 6, 2018

Marketing, Customer service. Market research, Customer understanding, Service & process design, Brand positioning, and Revenue generation will be functional to this new area of the company.

CX 129

CX Customer Experience Education Machine Learning 129

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Marketing, Customer service.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

ClearAction

MAY 31, 2015

Think about all the places in the company where the various components of customer experience are managed: sales teams, market research, customer references, loyalty, analytics, billing, customer service, website, marcom, and so forth. Improve Customer Experience by Eliminating Customer-Focus Boundaries.

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100