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

ClearAction

JULY 23, 2023

Your CRM (customer relationship management) system is typically used by all of these parties. They may have customer stories useful for customer journey maps. It’s more compelling when citing your company’s money rather than external benchmarks. What are some of the opportunity costs?

Government 62

Government B2B Customer Experience Enterprise 62

Answer Dash

APRIL 16, 2019

Communication is typically non-existent or minimal across managers of CRM, service, voice-of-customer, loyalty, continual improvement, customer intelligence, customer success, and similar endeavors. Lynn authored 6 benchmarking studies and 3 CXM handbooks (Amazon).

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76