Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more. A big topic of discussion?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Confirmit

JANUARY 9, 2018

Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective. Three trends are disrupting how companies measure customer experience (CX). That’s because of three trends that are disrupting how companies measure customer experience. Download this report to learn more.

CX 40

CX CX Transformation Innovation Voice of the Customer 40

Confirmit

JANUARY 9, 2018

Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective. Three trends are disrupting how companies measure customer experience (CX). That’s because of three trends that are disrupting how companies measure customer experience. Download this report to learn more.

CX 40

CX CX Transformation Innovation Voice of the Customer 40

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. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Execs In The Know

OCTOBER 30, 2022

On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado. The core theme of this year’s Summit revolved around Inspiration, Innovation, and Imagination to create legendary customer experiences.

Innovation 52

Innovation Artificial Intelligence AI CX 52

1 to 1

JANUARY 18, 2023

Many brands lost ground over the past year when it came to customer experience (CX) efforts and results. Last year was the first year since we started collecting CX data [seven years ago] that we saw a drop in the overall quality of experiences” in the United States, said Forrester Principal Analyst Pete Jacques.

CX 26

CX CX Transformation Innovation Customer Experience 26

SurveySensum

SEPTEMBER 14, 2020

Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. . Which is why Digital CX Transformation is required. The businesses that were in the digital CX transformation phase have fast-forwarded their progress.

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59

SugarCRM

MARCH 17, 2022

Top industry experts consider CX transformation projects the primary fuel that drives business growth in the last 12 months. Here at Sugar, we do everything with our customers in mind, and we proudly announce we’ve started 2022 on the big track, being rewarded four times as one of the best innovators that the industry has to offer.

CRM 52

CRM Artificial Intelligence Machine Learning Innovation 52

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 There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Customer Bliss

MARCH 22, 2018

Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. As the going gets rough and you’re in the trenches with CX transformation, this list will be a friendly reminder with advice to help keep your head in the game.

Finance 51

Finance CX CX Transformation Healthcare 51

Customer Bliss

DECEMBER 14, 2018

This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures and speak different languages. Implementing CX Beyond the Local Level .

CX 48

CX CX Transformation Voice of the Customer Engineering 48

Confirmit

JANUARY 23, 2019

To achieve a culture focused on the customer, CX leaders must: Build an org structure that reinforces customer centricity. He then goes on to discuss how to identify the next innovation to feed your customer-centric culture, which will become increasingly important as more companies begin to master the three key culture practices above.

CX Transformation 40

CX Transformation Voice of the Customer Innovation CX 40

Customer Bliss

DECEMBER 12, 2017

By understanding the CEO’s appetite for speed and investment, you can take this momentous #CX transformation and break it down into smaller tasks and projects with people who have passion and advocate for its success. During your #CX implementation, celebrate others who've contributed to the success of the program.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

1 to 1

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Are we keeping our CX vows to customers and employees? Renewing your CX vows begins with the basics. How are they performing?

CX 26

CX Customer Journey Map Customer Retention VOC 26

CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? I've mentioned the CX Perception Gap before, right? The Core At the core of your CX transformation is the vision. What gives? What is the intended future experience for your customers? What are their desired outcomes ?

Customer Experience 60

Customer Experience Close the Loop CX Transformation Government 60

Execs In The Know

APRIL 22, 2024

There was a time when we thought CX technology was evolving steadily—but it turns out, it was actually quite stagnant until very recently. This rapid evolution means that the industry buzzword “transformation” is itself transforming. So what does it look like today and who are the brands achieving it?

Artificial Intelligence 98

Artificial Intelligence Machine Learning Innovation CX 98

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. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Execs In The Know

APRIL 8, 2022

Together, the group was able to challenge the “status quo” and inspire innovation through COMMUNITY, CONNECTION, and BALANCE. How Fanatics Activated Its CX Data Superpowers. By approaching CX with a fan’s passion, Carolyne and team are turning data insights into heroic moments — all in the spirit of a mission to serve.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Lumoa

MAY 21, 2018

However, the back-office functions, like HR or Finance are involved into CX very seldom. Although, the situation progressed massively during the last 10 years, alignment of CX activities across the whole organization still shows up to be a problem. State of CX Management by Temkin. Marketing is about creating brand experience.

Customer Experience 130

Customer Experience Invoicing Finance Net Promoter Score 130

Lumoa

MAY 21, 2018

However, the back-office functions, like HR or Finance are very seldom involved in CX. Although the situation has progressed massively during the last 10 years, the alignment of the CX activities across the whole organization still appears to be a problem. State of CX Management by Temkin. That's fair.

Customer Experience 64

Customer Experience Invoicing Finance Net Promoter Score 64