ClearAction

JUNE 29, 2023

Only 8% of firms are in the top 2 of 5 CXM maturity stages: will you aim for top maturity in 2024? Customers fund salaries, budgets, and profits — what on earth is a higher priority than that? Shifting your C-team’s vision of CXM purpose 2. You rely on them to generate what you and investors need.

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

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.

Government 62

Government B2B CXM Customer Experience 62

ClearAction

NOVEMBER 16, 2023

VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. Despite this significant investment of energy and resources, VoC today might be rated between 3-6 on a 10-point scale for each of the 3 maturity criteria listed above. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

VOC 62

VOC B2B Close the Loop Non-Profits 62

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! Surely Service Delivery does this to an extent — but all your non-customer-facing groups are at the core of value creation or destruction. Value Center?

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

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. Nick Lygo-Baker – CCXP, CMRS, CX Strategy & VoC Expert, Owner & Founding Director at Paradigm CX. LinkedIn : [link] /. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132