Customer Think

NOVEMBER 8, 2022

Surya SS, Head of CXM -Tredence Inc & Praveen Satyanarayana, Director, CXM- Tredence Inc. Over the last few years, the Voice of Customer (VoC) has become essential to customer experience (CX).

VOC 118

VOC CXM Net Promoter Score NPS 118

Sprinklr

JULY 27, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. An experience where we’re known, valued, and appreciated. Is that too much to ask? spoiler alert: no). Today we’re talking about the Apple Store.

CXM 98

CXM Retail 98

Sprinklr

AUGUST 25, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. In today’s summer flashback episode I go back to my P&G days to regale you with a story about marketing recommendations, and the gift of honest, unfiltered feedback.

CXM 98

CXM CX 98

Sprinklr

JULY 30, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. In this CX Network Live webinar, Georgina Wilczek and I talk about how to have meaningful conversations with your customers, and why great customer service must integrate all communication channels.

Contact Center 98

Contact Center CXM CX Customer Service 98

Sprinklr

JULY 19, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. And we start it all with an invigorating breathing exercise that will give you the energy to tackle those tasks you’ve been ignoring for far too long.

CXM 98

CXM 98

Sprinklr

JULY 21, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. They’re among the most important safety features of our cars, and they’re ripe for CX transformation. Because so much is riding on your tires.

CXM 98

CXM Customer Experience CX Transformation CX 98

Sprinklr

AUGUST 2, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. Rob Harles is the Global Lead for Modern & Emerging Channels for Accenture Interactive. You can find him on LinkedIn or Twitter.

CXM 97

CXM Customer Experience 97

Sprinklr

OCTOBER 8, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. Yes, comedians. They happen to be brilliant communicators who have mastered the art of conversational marketing (whether they know it or not).

CXM 91

CXM 91

Sprinklr

AUGUST 4, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. Rob Harles is the Global Lead for Modern & Emerging Channels for Accenture Interactive. You can find him on LinkedIn or Twitter.

CXM 98

CXM Technology Technology 98

Sprinklr

AUGUST 9, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. In this Adweek webinar, Danny Wright and I talk about the three fundamental shifts that are transforming customer expectations, and the steps you can take to make your customers happier. Find him on LinkedIn.

CXM 97

CXM Customer Experience Customer Expectations 97

Sprinklr

JULY 23, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. On today’s episode, Dennis Mathew and I talk about how to create genuine, authentic social selling relationships that will actually benefit your customers — and you. Dennis Mathew is a social media and marketing consultant.

CXM 98

CXM Social Media 98

Sprinklr

JULY 7, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. Today we talk about the importance of managing wait times, and dig into past, present, and future online strategies that can improve the customer experience.

CXM 98

CXM Customer Experience 98

Sprinklr

JULY 16, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. To help kickstart this process, we’re introducing a multi-part series I’m calling “Imagine” — a creative look at how brands could fully embrace CX.

CXM 97

CXM CX Customer Experience 97

Sprinklr

JULY 12, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. Today Neha and I take a humble look at leadership, and learn how to balance confidence with humility. Plus, a couple of breathing exercises (of course).

CXM 93

CXM 93

Bill Quiseng

NOVEMBER 1, 2023

Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution!

CX 97

CX CXM Customer Journey Map Customer Experience 97

Sprinklr

OCTOBER 11, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. But it doesn’t have to be that way… and shouldn’t be that way. I call this “marketing amnesia,” and today’s episode we’re going to talk about the causes, and the cure.

CXM 90

CXM 90

ClearAction

JULY 23, 2023

Why this accelerates B2B CXM maturity: This built-in extended CXM team is a treasure trove of customer insights, engagement, and value-generating opportunities. Silo Focus for B2B CXM Governance 2. Position your CXM core team as facilitators. Make these managers your allies in your enterprise’s CX excellence quest.

Customer Experience 62

Customer Experience B2B Government CXM 62

Sprinklr

SEPTEMBER 24, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. In today’s episode, we explore the history of advertising and mass marketing, The evolution of modern channels, and how looking back can help us to look forward.

CXM 79

CXM Social Media 79

Sprinklr

OCTOBER 14, 2021

A unified customer experience management (Unified-CXM) platform creates consistency in your data that unlocks the power of AI to guide your decisions. You’ll also fail to capitalize on real-time trends you would have captured with a Unified-CXM platform. This means you’ll be behind the curve on rapidly changing customer expectations.

Social Listening 129

Social Listening Customer Experience CXM CX 129

Customer Think

MAY 8, 2023

Defensive plays in customer experience management (CXM) are in Service, Loyalty programs, Net Promoter System, and closed-loop Voice of the Customer (VoC). Chief Customer Officer strategy varies widely, with a mix of defense and offense playbooks.

CXM 78

CXM VOC Data Mining Voice of the Customer 78

Bill Quiseng

NOVEMBER 22, 2023

Customer experience management or CXM is how businesses prioritize the best product, service, technology, or CX strategy of their business experience to deliver the best emotional value in their customers’ experiences. ” John DiJulius.

CX 97

CX CXM Customer Journey Map Customer Experience Management 97

Sprinklr

JULY 5, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. Today we talk about the importance of attitude, and how a good (or not so good) attitude can make or break a customer experience. It’s good advice for business — and for life.

CXM 67

CXM Customer Experience 67

Sprinklr

SEPTEMBER 29, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. We start with a brilliantly-designed pancake batter container, move on to a customer support story featuring missing bricks, and end with a not-so-great headphone repair.

CXM 61

CXM Customer Experience 61

Sprinklr

SEPTEMBER 15, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. From there we explore the most important attributes of a sales leader, and finish up with a life lesson derived from a Steven Spielberg movie quote. You can find Justin at: www.linkedin.com/in/justinshriber/ www.people.ai/legends.

CXM 62

CXM Sales 62

Sprinklr

OCTOBER 18, 2021

It’s marketing day on the Unified-CXM Experience as we explore a gem of an advertising campaign. See all CXM Experience podcasts. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. It’s packed with beautiful people, beautiful art, and beautiful cinematography.

CXM 52

CXM 52

ClearAction

OCTOBER 25, 2022

Great news: it is less expensive than what you are doing now in CXM. Your organization’s scores reveal your customer experience maturity: Mobilize CXM, Operationalize CXM, Align CXM, Embed CXM. Apply: how managers apply CX insights indicates your Align CXM and Embed CXM maturity levels.

CX 71

CX CXM Customer Experience Customer Experience Management 71

Sprinklr

JUNE 23, 2021

Today, Sprinklr is a publicly traded company on the New York Stock Exchange: CXM. To lead a new category — unified customer experience management ( Unified-CXM ) — representing one of the single-most strategic investments for the modern enterprise. Unified-CXM: An Inevitable New Category of Enterprise Software. Siloed data.

CXM 98

CXM Customer Experience Customer Experience Management CRM 98

Sprinklr

OCTOBER 20, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. So, with a year under our belt it seemed like it was about time for an episode…about time. Because time is a precious commodity, and a key ingredient of stellar customer experiences.

CXM 52

CXM Customer Experience 52

Sprinklr

JUNE 29, 2021

It’s bargain basement day on the CXM Experience as we look at two recent brick-and-mortar retail adventures. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group.

CXM 55

CXM Retail 55

Sprinklr

OCTOBER 15, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. In today’s episode we look at employee empowerment, the challenges of disjointed departmental solutions, and how to make better decisions that benefit the entire organization.

CXM 52

CXM 52

Sprinklr

JULY 26, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. Today Neha and I tackle stress, provide some thoughts on how to manage a jam-packed schedule, and explain why multitasking isn’t really a thing. All of this, and a couple of breathing exercises to keep you on track.

CXM 52

CXM 52

Sprinklr

JULY 2, 2021

See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. How does the office change as we take what we’ve learned from working at home, and bring that back into the workplace? Today we talk about redefining our corporate work spaces.

CXM 52

CXM 52

Sprinklr

SEPTEMBER 24, 2021

When I look back at our 12 year history, I see what he means — we seemed destined to be where we are today because we’ve been lucky to have an extraordinary vision for unified customer experience management (Unified-CXM), strong values in The Sprinklr Way, the world’s most valuable brands as customers, and an unmatched Sprinklr family.

CXM 80

CXM Customer Experience Management Customer Experience 80

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals.

CX 97

CX CXM Customer Service Education 97

Sprinklr

SEPTEMBER 17, 2021

Sprinklr’s recognition highlights the company’s commitment to empowering everyone from CMOs to practitioners to access educational offerings that help them get the most out of Sprinklr’s unified customer experience management (Unified-CXM) platform and find new opportunities to be more successful in their careers. 3) Private training classes.

CXM 74

CXM Education Customer Experience Management Innovation 74

Bill Quiseng

MAY 31, 2023

Customer experience management or CXM is what you do before, during, and after your customers feel about what you did. For starters, let me give you these simple definitions: Customer service is what you do for your customers. Customer experience or CX is how your customers feel about what you do.

Customer Loyalty 109

Customer Loyalty CXM CX Customer Experience 109

ClearAction

JANUARY 20, 2020

Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. CXM includes customer success, customer care, customer relationship management, etc. CXM must reflect CX holistically; otherwise it’s a misnomer. CXM aims to overcome silos caused by the industrial revolution.

Customer Experience 120

Customer Experience CXM CX Customer Experience Management 120