Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Success begets more success, and customer experience is no different. Are you ready to make real changes on behalf of your customers? Published on: November 06, 2019.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. This will push more aggressive change driven by Customer Experience professionals.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. Governance. Survey Deployments.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). We just launched a leadership academy and it’s for everyone – not just a select few.”. For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ).

2020 22

2020 Retail Entertainment Leadership 22

SuiteCX

FEBRUARY 22, 2017

The English translation, the moment of truth, first appeared in Ernest Hemingway’s Death in the Afternoon (1932) which was largely about the sport of bullfighting. Since that time people have used, and somewhat overused, these words to communicate myriad ideas and situations. Thankfully, he wrote quite a lot.

Touchpoint 45

Touchpoint Definition Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

The English translation, the moment of truth, first appeared in Ernest Hemingway’s Death in the Afternoon (1932) which was largely about the sport of bullfighting. Since that time people have used, and somewhat overused, these words to communicate myriad ideas and situations. Thankfully, he wrote quite a lot.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40