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Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

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Is CX Dying? 7 Ways to Save Customer Experience at Your Organization

Beyond Philosophy

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

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The Role of Research on CX Operations & Customer Experience Best Practices

COPC

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 has launched its Global Benchmarking Series (GBS). COPC CX Standard & Customer Experience Best Practices?.

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#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. External benchmarking is insightful, of course, but have you ever considered utilizing the power of internal benchmarking? Why internal benchmarking? Start with the best. More #CXSecrets.

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Business Metrics Transparency for Better Customer Experience

8x8

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! Where to start though?

Metrics 48
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Business Metrics Transparency for Better Customer Experience

8x8

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! Where to start though?

Metrics 48
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Business Metrics Transparency for Better Customer Experience

8x8

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! Where to start though?

Metrics 48