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

Qualtrics

DECEMBER 20, 2018

If you’ve ever struggled to find information on a federal government website, or felt confused while filling out an endless paper form and wondered, “Why doesn’t someone do something about this nonsense?” citizen who wants easier access to government services, then there are some things to like about IDEA. If you’re a U.S.

Government 28

Government Customer Feedback CX Customer Experience 28

CSAT.AI

OCTOBER 13, 2020

Already stressed customers would have been further pushed to their limits. Interactions LLC conducted customer surveys in 2020 that revealed general support for AI and robotics. Best Uses of AI in Customer Service and CX. Comfort with these technologies improved in areas of retail, healthcare and deliveries.

AI 52

AI Customer Service Machine Learning Artificial Intelligence 52

Qualtrics

MARCH 19, 2019

Collecting customer feedback has become a bigger imperative than ever before for federal government agencies. You might think that with all the ways there are to collect customer feedback nowadays, it would be simple for every company or organization to do it, right? Governance: get control, improve data quality.

Customer Feedback 22

Customer Feedback Government Customer Experience Management CX 22

Qualtrics

MAY 20, 2019

Reach out to the Qualtrics federal team for more insights on our experience management work with more than 100 federal government clients at 60+ agencies and the Department of Defense, including our work as the only FedRAMP authorized experience management platform available. Want expert help? Request a consultation from our federal team.

Government 24

Government Entertainment Healthcare Retail 24

ClearAction

AUGUST 21, 2016

This article is a continuation of the article Strategic Customer Experience Action on Voice of the Customer , using the analogy that John Deere presented at a conference: customer experience strategy is like integrating the components of a vehicle (or tractor): Windshield = vision and strategy. Wheels = processes and tools.

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Customer Bliss

JULY 12, 2016

Prior to joining General Motors, Mingle served as Senior Director, Chief Customer Manager for Nissan North America, where he led Nissan North America’s customer experience activities. Year 1 at GM to Dave was about setting up the strategy: what is customer experience? Here’s one example: Dave launched a survey program.

Customer Experience 0

Customer Experience Retail Customer Journey Map Social Media 0

CX Journey

OCTOBER 19, 2016

It’s not the right context if you… mention the score without even talking about the customer and the customer experience (yes, this does happen!) game surveys (selecting certain customers, surveying at a specific time when you know scores will be better, offering incentives a la "the car dealer curse," etc.)

Finance 73

Finance Government Start-ups Gaming 73

Customer Bliss

SEPTEMBER 14, 2017

What happens when the state government sends them a flag or issue because of errors with the piping over? All these concepts needed to be tested to understand the good/bad of customer experience. Those areas will get more exposed at 100,000 customers. The Tie Between CX And The Bottom Line. Where are you not as good?

Non-Profits 61

Non-Profits Start-ups Customer Acquisition Government 61

CX Journey

JUNE 28, 2016

talk about the score in context, i.e., talk about what it means relative to the customer and the customer experience avoid gaming surveys (selecting certain customers, surveying at a specific time when you know scores will be better, offering incentives a la “the car dealer curse,” etc.)

NPS 38

NPS Finance Government Gaming 38

Qualtrics

JULY 7, 2020

Sebastian was joined by Clay Warren, Head of Digital CX at Qualtrics. How are you keeping a pulse on customers during this time? “As As well as our recurrent customer surveys , we’ve started to include COVID-19 surveys to understand customer needs , and what they’re afraid of. Then the customer can take it.

Customer Experience 26

Customer Experience Start-ups CX Innovation 26

Qualtrics

APRIL 9, 2019

In a recent blog post and during a panel chat at the recent Qualtrics X4 conference in Salt Lake City, we talked about the many ways you can leverage customer and citizen feedback to help your business or government agency get ahead of operational and business risk. I also love Jeanne Bliss’ concept of building a customer room.

Government 46

Government Social Media Contact Center Start-ups 46