Articles
Tag: cx
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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Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information.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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Critical Moments: Where Customer Experience Is Won or Lost
Certain points in the customer journey have an outsized impact on the outcome. Identify and focus your efforts on these critical moments.
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Go Beyond Surveys to Measure Customer Experience
Marketing and CX/UX should partner after a product release to determine what to measure, success criteria and what they need to learn.
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It's Not the Metrics, But the Customer Story That Counts
Rather than just measure our customers, we really need to get to know them. It’s a straightforward but old-fashioned idea: build relationships.
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2019 Contributors of the Year: Melissa Henley
Melissa Henley, a CMSWire contributor of the year, discusses tech's potential to build a better future for all, the joys of long-distance running and more.
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The Do or Die of Customer Experience ROI
ROI is a fundamental part of CX. It’s where we show what we contribute to the business, answering the question of how CX impacts the bottom line.
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