Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. It is pivotal for an organization to have a holistic view of how each department impacts the customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Horizon CX

DECEMBER 31, 2018

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point. We just need to become more reasonable. What’s fundamentally changed there?

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

ClearAction

JANUARY 14, 2015

Therefore, surveys of B2B practices may understate the actual work being done. Trendy Customer Experience Management. But in cases where there is almost daily conversation between account teams and the customer, how much of these trendy CXM efforts are needed? Need for a Customer Experience Management Strategy Model.

Customer Experience 97

Customer Experience B2B Management B2C 97

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98