Articles
Tag: cx
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7 Customer Experience Technologies That Pack a Punch
With so many available options, choosing the best technologies to boost CX can be a challenge. Here are seven to look out for.
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Why Some Customer Experience Initiatives Fail at the Executive Level
Why do some customer experience (CX) programs fail at the executive level, and what can CX practitioners do to create better business outcomes.
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The Who, What and How of Building a Customer Experience Strategy
What are some of the essential considerations and steps to building a customer experience strategy?
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About That Customer Experience Roadmap ...
We checked in with three different companies to see if they've adjusted their customer experience roadmaps as a result of the coronavirus.
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Here’s the Missing Piece to the Customer Experience Conversation
Delivering customer experiences requires constant innovation, but businesses need to connect the dots between CX and employee experiences to make it happen.
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Metrics With Meaning: How to Measure the Customer Experience
When you put time and effort into defining the right metrics and planning your measurement strategy, VoC can have a positive impact on your bottom line.
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Closing the Customer Feedback Loop: A Practitioner's Guide
You have to take action to make customer feedback meaningful, and it starts with closed-loop follow-up.
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Navigating the Challenges of the Post-Sale Customer Journey
Like software, a customer journey is constantly changing and evolving. It is never “done.”
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How to Keep Your Customer Experience Job
Forrester recently predicted about a quarter of customer experience jobs are at risk. What can CX practitioners do to prove the worth of their programs?
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The Secret to Actionable VoC and Customer Journey Mapping Programs
Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information. What can businesses do?
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One Reason Personalization Fails? Customer Journey Mismanagement
It's easy to get personalization wrong. One way companies get personalization wrong is through mismanagement of the customer journey.
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Where Governance Fits in Your Customer Experience Strategy
While companies may have a customer experience strategy in place, it won't count for much if people throughout the organization don’t adhere to the plan.
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How to Run a Successful Customer Advisory Board Program: 5 Proven Tips
For marketers interested in gathering more impactful, strategic input from customer executives, customer advisory boards are the proven way to go.
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The Dos and Don'ts of VoC Metrics
VoC data is an indispensable part of understanding consumer needs and intent and then improving customer experiences based on that understanding.
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