cx-leader 
GetFeedback
DECEMBER 16, 2020
COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders.
GetFeedback
NOVEMBER 7, 2021
During the latest CX Leader Roundtable, we explored the connection between employee experience (EX) and customer experience (CX).
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
GetFeedback
APRIL 11, 2022
Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future.
ClearAction
DECEMBER 5, 2023
4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. All of this grows Customer Lifetime Value.
Advertisement
Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index.
Kustomer
AUGUST 4, 2022
Customer service leaders have a lot of data to track and interpret, and a good customer satisfaction score is one of the important metrics to keep an eye on. We’re covering some of the most frequently asked questions our CX team receives about how to develop a customer satisfaction score and the best customer service measurement methods.
CX Accelerator
SEPTEMBER 24, 2019
But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.” “Uhh. Don’t be afraid to share personal stories and show how passionate you are about CX.
Advertisement
Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations.
Advertisement
The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience.
Advertisement
New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. JUST RELEASED! Soft skills training stands out as a priority area of investment and/or improvement.
Advertisement
From drastic shifts in consumer behavior to unexpected supply chain challenges, the CX landscape has dramatically transformed at an accelerated rate. And how can CX leaders navigate this unfamiliar terrain to reach new heights? The pandemic has made an already difficult job harder.
Speaker: Conference Speakers
Join us to learn from the leaders at DX Summit ‘22, August 17-18. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Today’s teams need to operate cohesively like never before, managing the pace of both technological change and customer needs and demands.
Advertisement
So we decided to partner with CX expert Jeannie Walters to help customer experience professionals land their dream jobs. Grab your free copy of The CX Leader Handbook to ace any customer experience interview and succeed in your position for years to come.
Advertisement
Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. JUST RELEASED! Only 66% of customers agree.
Speaker: Megan Burns, Founder and Principal of Experience Enterprises
You can have the best CX strategy in the world, but if you can't get your organization to execute it you may as well have nothing. Unfortunately, that's the biggest challenge most CX leaders face: galvanizing people outside their team to take action on - and ultimately ownership of - CX work.
Expert insights. Personalized for you.
459 
Let's personalize your content