Eptica

NOVEMBER 6, 2019

What’s more satisfying than reporting an “uptick” in a stagnant measurement? Moving from metrics to insights means examining what caused that uptick. Customers share more about their experience than just a ranking. Her mission is “To Create Fewer Ruined Days for Customers.”

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

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

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. Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores.

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

Pointillist

APRIL 26, 2018

Around one in three respondents highlight a lack of single customer view and real-time customer insights as something holding them back from CX optimization , making it the most frequently experienced customer experience challenge. Most customer experience professionals agree with that view.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

ClearAction

OCTOBER 1, 2018

For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry. Leaders take a more long-term approach to measuring the business value of customer engagement, focusing more on overall retention or churn versus a one-time purchase.”

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Becoming customer-centric requires an understanding of the mapping process which can have the most immediate effect. Metrics and Measurement. Assessing and Measuring Success. Data Analysis.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52