Experience Investigators by 360Connext
FEBRUARY 9, 2021
Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. The Three Areas of ROI. More Types of Customer Experience ROI.
ClearAction
APRIL 3, 2015
Answering the question "How does our org structure best serve our customers?" CX governance structure: what does the company need, according to the organization and customers? Improve customer experience by eliminating CX functional boundaries. Related articles: 4 Customer Centric Culture Building Blocks.
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Think Customers
OCTOBER 12, 2020
Mention digital transformation to a CFO, and you would likely get push-back about big expenses and little ROI. Digital became a lifeline for companies struggling to maintain their operations and customer experiences in a completely virtual marketplace. Then the pandemic happened. Why are they so important? Say goodbye to snow days).
ClearAction
SEPTEMBER 29, 2016
ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI. It helps all marketers to bridge silos and build customer-centered agility. Tuesday, October 4. Wednesday, October 19.
ClearAction
JUNE 8, 2015
As such, some companies have established a chief customer officer or a central CX team at the corporate and/or business unit level to facilitate customer focus and CX improvement across the organization. Shared Vision is Essential for Customer Experience Strategy. 4 Customer Centric Culture Building Blocks.
Natalie Petouhof
APRIL 7, 2016
Align incentives to support self-service and digital customer experience initiatives by the customer’s journey. Customer experience should not be governed by a department or fiefdom business model. It must be driven by being customer-focused regardless of which department “owns” the channel.
Beyond Philosophy
AUGUST 16, 2016
Think of customer experience results as the cornbread. A lot of work has to go into making the customer experience project a success. When these programs fail to meet ROI and other objectives, as they are considered to do in 60% to 80% of the cases, no one wants to take responsibility for strife and underperformance.
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