CX Journey

FEBRUARY 5, 2015

For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights. It needs to be a comprehensive strategy with engineering, analytics, sales, marketing, and all job functions sharing the same appreciation for the customer and aligned with the same objectives. #2

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Davide Chiavelli Customer Experience Management and Analytics Consultant at CIQUAL. Andrew McFarland Senior Vice President, Chief Customer Officer at Black Box. linkedin Why?

Consulting 126

Consulting Consulting Metrics Feedback 126

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Dennis Wakabayashi. Lynn Hunsaker.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98