CX Journey

MARCH 8, 2017

Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with.

Analysis 145

Analysis Analytics Customer Experience Professionals Tools 145

Lumoa

JANUARY 9, 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. Start experimenting, build your hypothesis, fail fast and learn – and start all over again. Three words: voice of customer.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

CX Journey

OCTOBER 30, 2018

Journey Voice of customer Engagement Culture Automation Security Experience Metrics Transformation Let's start with a definition of "buzzword." I feel like calling them buzzwords gives a negative connotation or refers to a fly-by-night term that will be gone next week.

Culture 88

Culture Voice of Customer Metrics Customer Experience Professionals 88

CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. This is definitely changing and we’re seeing a new trend in the marketplace: the shift from B2B to B2B2C.

B2C 80

B2C B2B Voice of Customer Customer Voice 80

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. Start experimenting, build your hypothesis, fail fast and learn – and start all over again. Three words: voice of customer.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. Plan up-front for balanced effort to last for the long-haul in making a difference for customers. 19) Start cascading customer experience objectives.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

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. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132