ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Voice of the Customer: Do This, Not That.

Government 86

Government Customer Experience CXM VOC 86

ClearAction

OCTOBER 20, 2015

Customer experience excellence as context for every job means that it is always top-of-mind as the primary basis for the way we do our jobs. But this may not be the most appropriate definition of customer experience management. As you can see from these examples, CXM is not something that customer-facing staff take care of.

CXM 71

CXM Customer Experience Manufacturing Social Media 71

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. What is a value chain?

VOC 48

VOC Close the Loop CXM Voice of the Customer 48

ClearAction

NOVEMBER 3, 2015

It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service. Second, it is the key to being more innovative, and more successful in launches.

Customer Experience 101

Customer Experience VOC CXM Customer Experience Management 101

ClearAction

JULY 21, 2016

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. Beyond that, consider the silos of various components of customer experience management (CXM).

Voice of the Customer 54

Voice of the Customer B2B CXM VOC 54

ClearAction

OCTOBER 1, 2018

That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. Here’s why: CXM Status Quo. Clearly, the CXM status quo is likely necessary but certainly insufficient.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. Jo Boswell – Customer Experience Innovator, Board Advisor, Executive Coach, CX Influencer. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Trendy Customer Experience Management. Seeing the Full Picture.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

ClearAction

DECEMBER 15, 2015

Every C-team member's belief that their existence is thanks to satisfied customers is essential for true customer experience momentum. Shared vision and ownership must also take place among everyone whose formal job is customer experience management. Customer Experience Excellence as Managerial Context.

Customer Experience 63

Customer Experience Customer Experience Management CXM Construction 63