eglobalis

JUNE 27, 2024

Designing an Integrated Customer Journey Designing an integrated customer journey involves mapping the entire customer journey to identify all touchpoints between the organization, partners, and customers.

Strategy 467

Strategy Customer Experience Net Promoter Score Customer Centricity 467

Lumoa

SEPTEMBER 11, 2023

Simulating how each persona will interact with your company prepares you to handle the demands of actual customers in the market. For example, a busy working mom might not have time to participate in a customer survey, but a college student might. This exercise of creating buyer personas is critical.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

Simulating how each persona will interact with your company prepares you to handle the demands of actual customers in the market. For example, a busy working mom might not have time to participate in a customer survey, but a college student might. This exercise of creating buyer personas is critical.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. Do you mean market share? Do you mean advocacy?

ROI 78

ROI Return on Investment Exercises Measurement 78

Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. A skeptical stakeholder isn’t ignorant, but they aren’t convinced CX is the right investment. But they still haven’t exercised. Commitment—huge step forward!

Engagement 86

Engagement Average Handle Time Return on Investment ROI 86

Ian Williams

FEBRUARY 20, 2020

If you don’t have a business case in place, if you cannot provide a return on investment, forget about it because the finance director in the business is not going to be interested in having the conversation, so we’re going be covering that in greater depth too. The next area is about writing a business case.

Leadership 52

Leadership CEM Customer Journeys Video 52

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120