ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. NPS, CSAT, FCR, Health / Effort Score, etc.) Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Experience Management (XM) encompasses CX + EX + PX. So, what’s the solution?

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? If so, it’s good CX. CX is cumulative, encompassing pre-sale and post-sale. 4) Focus Top Management on CX Annuities.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. 9) Stop seeing NPS as your sure-win. The 2020s decade is clobbering us over the head with the urgent realization of these essentials.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? If so, it’s good CX. CX is cumulative, encompassing pre-sale and post-sale. 4) Focus Top Management on CX Annuities.

CXM 90

CXM Non-Profits Close the Loop CX 90