ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. To get the full picture, you also need to understand actual customer behavior.

Customer Journey 89

Customer Journey Measurement Management NPS 89

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Image credit: Forrester.

2020 250

2020 Net Promoter Score ROI Metrics 250

ijgolding

FEBRUARY 20, 2017

If an organisation is to invest any time, resource and investment into the way it manages its interests, then it is quite right to have an understanding of the return on investment into all approaches taken.

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

ClearAction

MARCH 23, 2015

Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Other articles in this series: Customer Experience Strategy: Do This, Not That. Customer-Centered Culture: Do This, Not That. Voice of the Customer: Do This, Not That.

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

ijgolding

MAY 3, 2016

Inspired by some unbelievably determined and capable Customer Experience Professionals, they wanted to challenge the status quo and see if the same behaviour could be afforded to their people and customers. This one customer has resulted in a return on investment for the whole initiative of 200%!!!

Customer Experience 71

Customer Experience Return on Investment Customer Centricity Hospitality 71