Customer Change Customer Experience Management Feedback Leadership 
Experience Investigators by 360Connext
MAY 11, 2021
When leaders say this, what they really mean is, “We’re just getting started with customer experience management.” ” What is Customer Experience Management? CXM is what happens inside the organization in order to deliver an intentional customer experience.
Customer Alignment
OCTOBER 2, 2017
They explored the adoption of effective Customer Experience management practices amongst the sample and whether the foundations for Customer Experience excellence were in place. Leaders and Laggards face similar Customer Experience challenges.
Chattermill
MAY 12, 2019
Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. The Ultimate Question 2.0 looks at NPS through an updated lens.
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