CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Empathy – the ability to put yourself in another person’s shoes – is a necessary trait for CX Designers.

CX 307

CX Customer Journey Map CX Transformation Government 307

ECXO

MAY 11, 2023

This is a five-level model that ranges from ad-hoc to transformational. The model assesses a company’s maturity in six key areas: customer understanding, measurement, governance, strategy, design, and culture. Leading by example – Ericsson and DHL These steps above are crucial to make a success of your CX transformation.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

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. Don’t underestimate culture.

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

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

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 Also, companies really need to transform their structures to reflect customer centricity.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

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