ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. B2B customer needs and market conditions change, so the CX program should be agile enough to adjust course.

B2B 339

B2B Customer Journeys How To Effort Score 339

Thematic

OCTOBER 30, 2024

Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback. What is voice of the customer? Read the full Watercare and Thematic case study.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

ChurnZero

NOVEMBER 20, 2020

Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. The very fascinating thing, and there are some case studies on this, companies used a reference page or a third-party site like G2 to direct someone when they said I want a reference.

How To 98

How To NPS Net Promoter Score Sales 98

DCX

JULY 30, 2024

Practical strategies: Implement a "Customer Empathy Immersion" program: Have team members spend a day experiencing your product or service as a customer, including going through the support process. Example: "Our goal is to increase customer lifetime value by 20% this year through strategic, needs-based selling."

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Thematic

MARCH 27, 2019

This helps you to act fast and solve customer issues on time before they leave. Look at this: In our own case study on Greyhound , Greyhound’s Senior Customer Insights Analyst Matthew Schoolfield reveals how they were able to identify that their customers in New York get frustrated when waiting for a late bus.

Feedback 54

Feedback Study Poor Customer Service Case Study 54

Thematic

SEPTEMBER 24, 2024

You’ll start by choosing an industry AI model and customizing it for your business, so it might take a few weeks to start seeing customer insights. Combining thematic analysis, sentiment analysis and NPS in your customer program gives you better customer insights.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Experience Investigators by 360Connext

MAY 15, 2024

This massive conference brings together 10,000+ experience management professionals to discuss what’s next, share case studies, and more. The team consolidated its many experience management functions into the Office of Transformation, which empowers employees with customer insights and data.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143