Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. 3-Stage Approach to A New CX Transformation. The secret sauce of a successful CX transformation is to have internal engagement.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Customer Bliss

MAY 31, 2018

Antonio’s previous experience showed him that companies in B2B tech fields don’t often think about CX. Now, as a CX leader at Linde Group Italy, he has the support he needs to lead and implement a CX transformation, per the company’s new focus. Improving Customers’ Lives is Meaningful.

B2B 42

B2B CX CX Transformation Government 42

Customer Bliss

SEPTEMBER 27, 2018

In today’s episode, Lucy and I talk about how they define customer success and customer experience at Genesys and how she’s been leading the CX transformation in the organization. Lucy and her team looked at pricing and governance to see how these aspects may affect long-term contract maintenance.

CX 89

CX CX Transformation Government Management Consulting 89

CX Journey

OCTOBER 5, 2015

In wa lks the CX professional to recommend a different approach that turns these efforts into a solid b u siness case that then garners CEO and organization-wide commitment. CX Vision Strategy Go vernance structure. Speaking of organization-wide commitment, need some ideas for getting employee buy-in , too? pretty much in that order.

CX Transformation 68

CX Transformation Government CX Start-ups 68

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

CX Journey

JANUARY 30, 2019

A governance structure that outlines not only the people involved in the transformation but also their roles and responsibilities as wells as rules and guidelines on how they'll execute the various components of the strategy (think change agents and change management). The Core At the core of your CX transformation is the vision.

Customer Experience 60

Customer Experience Close the Loop CX Transformation Government 60

CX Journey

FEBRUARY 8, 2017

Image courtesy of Steve Bowbrick What do the first 90 days on the job look for a brand new CXO or VP of CX? Yesterday, I had the pleasure of co-keynoting GMC Software's CX Transformation Day virtual event with Scott Draeger of GMC Software. If you missed our conversation, you can f ind it on their site.

Education 50

Education CX Transformation Government CX 50

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX data security, gig economy, AI, machine learning).”

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

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

SurveySensum

JULY 14, 2020

He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. Kaye Chapman – Learning & Development Manager at Comm100 and CX Accelerator Community Organizer. LinkedIn : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

MARCH 20, 2018

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 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

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 64

Net Promoter Score Customer Experience B2C CEM 64