ClearAction

OCTOBER 1, 2018

CXM status quo is on a long slog to CX-centricity because it begins with a program such as customer service, customer voice, CRM, customer loyalty program, or digital marketing. Each of these starting points emphasizes customer-facing roles, reacting to and seeking to shape customers’ actions.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. 2) Employees must be first; focus on the employee experience. That's the only way we can address this issue.

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

CX Journey

MARCH 8, 2017

Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity.

Definition 58

Definition Customer Experience Professionals Insights Feedback 58

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. But it’s the addition of the fourth voice that is the final point I’ll make.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

ijgolding

MAY 23, 2016

There are more examples I could add of what I consider to be ‘bad’ examples of Customer Experience measurement – but rather than me rambling on, I would love for you to add your reasons by commenting on this article.

Measurement 59

Measurement Customer Experience Customer Journey Customers 59

Russel Lolacher

OCTOBER 10, 2022

Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. Connect and learn more about Stacy on her platforms: Twitter. Wow, another acronym. Hello to you, Stacy. Stacy Sherman.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. The focus on acquisition, scores and fixing issues has been replaced with outside disruption, market ecosystem expectations (i.e.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64