ECXO

JUNE 11, 2023

Published in March 2023, the research report – Customer Experience Leadership In An Uncertain Economy * – asked 150 senior customer experience leaders about what they believe will be the biggest obstacles to the success of their CX programs in the next 18 months. Too often KPIs are isolated in silos, and not correlated across departments.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

Customer Bliss

AUGUST 9, 2016

In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie also shares how she engaged with a very different type of C-Suite: the management level of the government. . When she started with the federal government, the role was new. About Stephanie.

Government 0

Government Leadership Customer Experience Effort Score 0

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer Experience Strategy Success Statement , which identifies the specific customer experience outcomes that will matter most to your organization and how those tie to the broader company and leadership team goals. When considering the spectrum of data-driven CX metrics you can measure, leaders need to define how and why theyre used.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. Don’t forget to set clear goals and metrics. “But what are you talking about?”, How will you measure it?

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . You partnered with your financial team to determine what revenue could be tied to improved CX metrics.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Customer Bliss

JULY 3, 2018

We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies. The Department of Commerce is Maryland’s state government economic development agency; it makes sure businesses are staying in the state and growing.

Government 120

Government Customer Experience Management Customer Experience Management 120

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Governance in Customer Journey Mapping March, 2015.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Lumoa

FEBRUARY 9, 2023

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Wondering which metric to choose?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. Accountability.

Metrics 228

Metrics Competitive Advantage Leadership Financial 228

eglobalis

SEPTEMBER 16, 2024

The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures. Overcoming these challenges requires strong leadership from the C-suite, driving the cultural shift toward customer-centricity and ensuring the right technology and processes are in place.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

AWS Machine Learning

DECEMBER 1, 2022

Overview of model governance. Model governance is a framework that gives systematic visibility into model development, validation, and usage. Model governance is applicable across the end-to-end ML workflow, starting from identifying the ML use case to ongoing monitoring of a deployed model through alerts, reports, and dashboards.

Government 99

Government Training Metrics Travel 99

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. In order to provide IT support the various government branches, the state of Colorado decided to consolidate IT into one division. CX #CustExp Click To Tweet.

Government 111

Government Chief Customer Officer How To Roadmap 111

Think Customers

APRIL 10, 2025

This means ensuring that every investment in CX improvement is linked to measurable business outcomes , gaining leadership buy-in , and ensuring every department contributes to a unified, customer-centric vision. Action Point: Present CX metrics alongside financial indicators to show the business case for improving customer experience.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). See it here: Most important aspect of this work stream: you absolutely have to align the senior leadership team before you do anything else. ” or “How does it affect what I do? These all fit together.

Retail 0

Retail Leadership Customer Experience Video 0

AWS Machine Learning

MAY 9, 2024

Organizations across industries face numerous challenges implementing generative AI across their organization, such as lack of clear business case, scaling beyond proof of concept, lack of governance, and availability of the right talent. What is an AI/ML CoE?

Government 132

Government Policies Guidelines Leadership 132

COPC

OCTOBER 8, 2024

But here’s the reality: none of that happens without reliable data governance. However, the surge in AI adoption means governance frameworks must adapt to keep pace. Data governance is necessary to maintain these models’ reliability and meet internal and regulatory guidelines. Meanwhile, active data enables agility.

Government 89

Government Data Hospitality Healthcare 89

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. Accountability.

Metrics 182

Metrics Competitive Advantage Leadership Financial 182

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company. (If

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Lumoa

MARCH 20, 2018

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Purposeful Leadership: Leaders operate consistently with a clear set of values. Wondering which metric to choose? Customer churn is the opposite of retention. So why should you care?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

Lumoa

JANUARY 9, 2018

All will take leadership deeply committed to customer experience as a significant marketplace differentiator.” Adam Toporek, Customer Service Expert, Speaker and Author @adamtoporek | blog “The future of customer experience will involve finding ways to use technology to create and maintain positive emotional connections with customers.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company. (If

Customer Care 156

Customer Care Entertainment Government Contact Center 156

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. He put together a one-page roadmap and brought it to the senior leadership team. How did he present the journey map to leadership? Established an internal CX council and governance. Understand tracking metrics. Develop a CX charter. impacted customer outcomes.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

CX Journey

JANUARY 31, 2018

If company leadership isn't on board with the change, then forget it; it won't happen. Establish your success metrics. Define your success metrics early so that you can track progress over time. Develop a governance structure. You'll have to appeal to both the rational and the emotional sides of their brains.

CEM 164

CEM Management Government Culture 164

CX Journey

JANUARY 3, 2018

It's a leadership issue. Governance structure, steering committee : helps to ensure that action plans are executed and outcomes are measured - cohesively, in a collaborative fashion - across the organization; the governance board functions as the engine and the oversight committee of a CX change management initiative.

Customer Journeys 149

Customer Journeys Culture Government Leadership 149

Experience Investigators by 360Connext

JANUARY 5, 2021

Reporting on customer experience metrics in meaningful ways. Creating standards to ensure governance around what’s most important. Your customer experience governance culture does depend on your culture, priorities, and plans. This means… Prioritizing resources.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Heart of the Customer

SEPTEMBER 25, 2014

The feedback has been tremendous, to the point where the city leadership is looking for more opportunities to plug in this capability. They see these workshops as great ways to drive the development of their KPMs – to design experiences that map to the key performance metrics of city engagement. “In Advice for others. It’s worth it.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. My very first job was a part-time summer job in city government. Moreover, some companies have minimized the focus on care and maximized the focus on scripts and metrics — not great for people skills.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. Governance of any endeavor is strongest when it’s integrated as your company’s way of life. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customer Journeys 62

InMoment XI

APRIL 3, 2023

However, it wasn’t until a couple of years ago that our leadership team asked me to lead the effort to rethink and revamp our CX program: Elevate. Every customer feedback data source should have a clearly defined purpose, owner, and governance (i.e., The case studies in the books made sense.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

Lumoa

JUNE 23, 2021

Organizations need to actively work to create a culture of diversity and inclusion in the customer experience in order to see results. Measure diversity Just like any other metric, measurement can be a good first step. Be open to the fact that some of the best CX professionals may not have a college degree.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

Customer Bliss

JULY 5, 2016

She leads consumer strategy, culture and the governance of the consumer experience portfolio of initiatives. Natalie has also enjoyed serving on the CXPA Board, the Forrester Leadership Council and on the Board of both the Indianapolis Symphony Orchestra and the American Lung Association. There aren’t perfect metrics.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

InMoment XI

AUGUST 25, 2023

You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership. You should have also determined the metrics you are going to measure to track success and measure the ROI of your CX program.

How To 195

How To ROI Net Promoter Score Measurement 195

Horizon CX

OCTOBER 3, 2020

This doesn’t necessarily happen overnight and the vision for this must be set by leadership within the organization. Governance. Leadership must embrace, endorse, and actively support any movement toward instilling a customer-experience mindset among employees within an organization. Metrics and Measurement.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. Share messages from leadership : Leadership has recorded video vignettes sharing why the customer focus is so important and what it means.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Customers 162

Experience Investigators by 360Connext

FEBRUARY 9, 2021

That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. Governance tools and processes to coordinate centrally, along with the project management required to facilitate. Well, frankly, it’s easier to track metrics like “new sales.”

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261