Lumoa

APRIL 21, 2022

People who lead Customer Support functions are very well aware of the challenges. You are also very well aware of where you want to go; RevOps, with 69% of you saying your primary reason for gathering customer insights is to increase revenue and reduce churn. To me, that’s hugely positive. You can do this. A simple example.

How To 195

How To Self Service Banking Customer Satisfaction 195

Maru/HUB

JANUARY 17, 2018

Today’s Customer Experience analytics programmes are substantial investments to businesses and therefore demand ROI. 72% of major organisations are already reporting their customer satisfaction at board-level. The problem CX managers face is how to demonstrate ROI.

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. All the discussions, customer calls, data sets, etc.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI.

Exercises 97

Exercises ROI Conference Video 97

ijgolding

JANUARY 15, 2016

They also demonstrate why it is so important for CX to be recognised as a PROFESSION – for the world to recognise that CX is not some fictional business fad, but a genuine, fact based professional occupation. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Best practices and customer stories are shared regularly with employees.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

CX Journey

DECEMBER 13, 2018

How to Build a CX Team Within the CX Team, the Customer Experience Director (or Customer Insights Director) leads the charge. The pressure to demonstrate business impact and ROI quickly makes your first hire even more important. With no customer insights team in place, it is hard to know where to begin.

Tips 83

Tips Customer Insights Leadership Exercises 83

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. What’s in a Name?

CEM 40

CEM Customer Experience Professionals Course ROI 40

Pointillist

JUNE 5, 2019

Top-Performing CX Teams Have Mature CX Measurement Programs High-performing customer experience teams have significantly more mature customer experience measurement programs than average-performing or underperforming teams. For example, only 26% say they use revenue as a yardstick to measure customer experience success.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Pointillist

MAY 19, 2020

times more likely than underperformers to be able to connect customer data in each channel with three or more other channels. “ Diane Magers, CCXP Founder and CEO Experience Catalysts For the second consecutive year, quantifying the ROI of customer experience initiatives is the top CX challenge.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. CXPA Insight Exchange. Where: London, UK. When: May 16 to 17, 2017. Where: Phoenix, AZ. Where: Boston, MA.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

ClearAction

FEBRUARY 23, 2015

A sensible approach to customer experience journey mapping is what’s needed for sustained customer experience ROI. This is the first article of a series: Journey Mapping: Focus on the Customers’ Experience. Customer Experience Journeys: Map for Actionability.

Customer Journeys 77

Customer Journeys Customer Experience Customers ROI 77

ClearAction

FEBRUARY 26, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. Increasing Customer Focus in Voice of the Customer for Business Results.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ClearAction

FEBRUARY 23, 2015

A sensible approach to customer experience journey mapping is what's needed for sustained customer experience ROI. Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation. Increasing Customer Focus in Voice of the Customer for Business Results.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. He specializes in operationalizing customer insight to drive better customer outcomes.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

FEBRUARY 27, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. Increasing Customer Focus in Voice of the Customer for Business Results.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. It’s only when he went to customer experience that he lost it. Dan Gingiss: That’s true.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

SmartKarrot

JUNE 11, 2021

You will also learn customer profiling and all about customer success gaps. Certified Customer Experience Professional (CCXP) program by CXPA. A certified customer experience professional CCXP program is one that offers professional recognition to individuals with deep knowledge of customer experience.

Customer Success 22

Customer Success Course Training Customers 22

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Alida

SEPTEMBER 22, 2016

DEWALT’s award-winning insight community has resulted to savings of over $1 million in study costs this year and close to $6 million since its launch. RELATED STORIES: How DEWALT uses customer insight to accelerate innovation [customer story and video]. Enhance marketing with customer insight.

Innovation 100

Innovation Marketing Social Media Healthcare 100