CX Journey

FEBRUARY 27, 2015

A post I wrote related to this Sin: Is Your Customer Experience Suffering from Short-Sightedness 3. Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. How will you listen to customers?

Customer Experience 86

Customer Experience Government Journey mapping Customer centricity 86

ClearAction

JUNE 8, 2015

While formal CX management is a relatively new endeavor for many companies, the experience of customers has in fact been managed by various people all along. Give agents/employees the tools and authority to make customer-centric decisions…and step away — @MarkOrlan. We all want to win with customers.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

Balto

SEPTEMBER 12, 2023

In this guide, we delve into the driving factors behind customer experience evolution, how you can develop a customer-centric culture, make the most out of emerging AI (Artificial Intelligence) tech, and maintain customer trust and loyalty.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. It will be growing and growing.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

aircall

MAY 24, 2021

In today’s marketplace, it’s hard to survive without the cloud, big data, APIs, IoT, machine learning, artificial intelligence, automation, and mobile technologies. Two things are driving digital transformation—technology and evolving customer expectations. Software integrations assist on both accounts. Digital platform.

Best practices 62

Best practices Call Center Technology Analytics 62

C3Centricity

SEPTEMBER 24, 2017

Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!). Technology is an enabler; it’s customer-centricity that is the disruptor today.

Technology 48

Technology Transportation Entertainment Customer centricity 48

ChurnZero

JANUARY 13, 2023

As more mundane tasks are automated by machine learning and AI, people have increasingly more time to devote to developing relationships with customers. With its ability to comb through big data sets like email faster and more accurately than humans, AI will help more product teams maintain product-market fit.

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98