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VoC Market Leader Inquba Posts Must See Free Webinar ‘From Customer Journey Mapping To Journey Orchestration”
If you don’t know why Gartner ranks our partner Inquba in the top tier of Customer Experience Measurement and Voice of the Customer platforms you should watch this webinar that describes the fundamental philosophical underpinning
Calling All CX Leaders – McorpCX publishes their CX Metrics Activation Playbook
Based upon over 3 years work with specific clients and 18 years experience leading the CX revolution across Financial Services, Insurance, Retail, Technology, Media & Entertainment and Telecommunications and B2C, B2B and B2B2C models McorpCX just published the Customer Experience Metrics: Quick-Start Activation Playbook With CX Leaders laser focused on delivering a but predictably investable, constantly […]
The Science of Retaining Customers In Financial Services – Webinar
On Sept 20th 2018 Graham Clark Was Featured in a Webinar With Trent Rossini, COO of inQuba to review how CX Science is applied to Retaining Customers in Financial Services including Insurance using inQubas market leading Customer Management platform Click here to view the webinar How do you discover and visualize the real customers’ and […]
How Panera Bread’s 9 CX Improvements Changed The World .. & Now McDonalds
Yesterday my Customer Experience world got shaken again when I walked into a McDonalds on my 5 hour drive in rural Alabama / Georgia / South Carolina, USA and was faced with this machine. Not downtown NYC or Atlanta or San Fran but the middle of nowhere. The new McDonalds ordering kiosk. I don’t eat […]
Customer Results CX Growth Continues H1 ’18 / H1 ’17 Sales Results 242% Revenue Results 154%
Customer Results today says a huge thank you to all our partners as we continue to drive our own ecosystem CX revolution. Comparing H1 2018 to H1 2017 Sales were 242% and Revenues were 154% We are proud to be at the heart of such a well regarded SWAT team (CX Specialists With Added Tools) assisting […]
Quote of this week – Is Customer Experience driving your Operating Model or is your Operating Model driving your Customer Experience?
“Despite the challenges we have experienced meeting our growth goals we have a customer intimacy program that is very successful, by continuing to do mostly the same things we always have in the same way we have our customers automatically self-select to those we are built to serve which minimizes our costs” VP Service Operations […]
Winning The CX War With CXSWAT – Customer Experience Specialists With Added Tools
The competitive race to deliver on escalating customer experience demands is nothing less than a war. A war whose ‘weapons’ have become standardized, Persona Models, Audience Definitions, Customer Journey Maps, Customer Experience Blueprints, Roadmaps, Metrics such as NPS and Customer Effort Score and good old CSAT. Enabled by an increasingly ‘Digital First But Not Digital […]
Pointillist publishes Free Guide On ROI Of CX
We hear a constant drumbeat of folks asking for guidance on how to calculate CX Investment ROI. Our fellow CX revolutionaries and friends and industry Customer Journey Analytics leaders Pointillist published a great guide you might like on Calculating the ROI of CX. Click that link to download.
5 Things I learned from my ‘Peeps’ at CCW Nashville, Jan 2019 – 1000 CX Tech Vendors Calling !
It was great to be back at CCW for the first time since 2011. Many of the same faces, some new, many of the same challenges, some new. The ‘all you can eat buffet’ does not mean you should eat all you can eat (especially those little chocolate cream cones). There really are ‘1000 tech […]
CX Metrics Systems That Deliver ROI – Webinar
Our fearless leader Graham Clark participated in a webinar with Michael Hinshaw one of worlds most recognized global CX experts. Yet another example of the CX Science concept in action. Click here to get access to the webinar A major obstacle in moving business executives to action on CX is the ability to demonstrate how […]
Combining Voices VoA + (VoB + VoC) & Artificial Intelligence (AI) in 2019 To Deliver A World Class Customer Experience Operating Model
No-one argues about the importance of Customer Experience (CX) in gaining competitive advantage in every industry in every market. The leaders in CX are increasingly creating tightly bound (and wound!) operating models where Customer Experience Specialist continuously monitor and optimize customer experience and use that as a key input to actions to improve operating performance […]
Why, Who, What & How CX leaders capture 5.1X revenue growth success of laggards
CX Leaders are capturing 5.1X revenue growth of CX laggards By continuously refining and improving the 4 tiers of their CX Metrics driven business model Driven by a CX Compass & Playbook Contact Us to get more information on our CX Playbook approach to increasing your revenue and business performance. Because Results Matter
Did Fidelity Go and Schwab ‘Roboadvisors’ Really Deliver 10X returns of my Wealth Manager in 2017?
Did my Fidelity Go and Schwab Roboadvisors Really Deliver 10X Returns of my Fiduciary Wealth Manager in 2017? We will get to explore this at my AI Technologies on Wealth Experiences at the GFMI Digital in Wealth Management conference on Feb 7th in NYC http://bit.ly/2DvxUcs. Want to know how we get that number? Take the […]
IT, Digital, CX And Customer Analytics Leaders Are Wild About Customer Journey Maps
We have seen a massive uptick in interest in Customer Journey Maps (and associated persona and auctioning models) by technology professionals in the last 6 months. Tech professionals who “no habla customer” and are talking to business leaders who “no habla techie” That includes digital tech, traditional IT tech, and even new CX execs and […]
Download Free CX Science Intro (Published By Customer Results .. Finally!)
Well (finally I hear you say) we published our CX Science Intro. Click to download CX as the discipline of creating world class Digital First But Not Digital Only Multichannel Experiences for today’s valuable customer has been a Black Art since its launch circa 2001. Practiced by expensive and scarce people using mysterious tools. But […]
6 reasons SAP’s acquisition of Qualtrics confirms “the CX Revolution” as the new “Quality Movement”
For years now I have been saying that the best way to consider the rise of CX is to think about the Quality Movement of the 80’s and 90’s CX is a discipline that is applied everywhere to make businesses more successful (as is Quality) CX is a discipline supported by specific techniques (Journey […]
Time To Move From “CX As Art” To “CX As Science”
It Is Time For CX Leaders To Transform From “CX as Art” to “CX as Science” Does This Sound Familiar ? Your C-Suite and other Execs say they are convinced CX is important. Bain, Forrester, Harvard Business School all say you will be more profitable and competitive leaders if you do this right. But […]
VoC Surveys are not enough .. today’s complex Customer needs a Multi-Voice CX Metrics System
Since 1981 when JD Power issued the first U.S. Automotive Customer Satisfaction Index (CSI) Study people have been called at home (during dinner!), asked for their opinion in malls and shopping centers and by people knocking on doors and since the first ‘You Got Mail’ was uttered after ‘Quantum’ renamed itself AOL in 1993 we […]
IS YOUR CX TEAM READY FOR THE 3rd WAVE OF CUSTOMER EXPERIENCE (CX)
[cherry_row] [cherry_col size_md=”6″] FOR TODAY’S CXSWAT PROFESSIONAL (CX SPECIALISTS WITH ADDED TOOLS) SERVING TODAY’S ‘DIGITAL FIRST BUT NOT DIGITAL ONLY MULTICHANNEL CUSTOMER’ YESTERDAYS CX APPROACHES & TOOLS ARE INADEQUATE AND NEED REFINING TODAY’S CUSTOMER HAS EVOLVED Whether B2C or B2B they are sophisticated, demanding, multi-channel, multi-touch, multi-journey requiring not just effective, easy and emotionally resonant […]
Trending Idea #32 – Listen to your customers! 5 step VOB + VOC process for 2018 Goto Market Strategy
Maybe it is because folks are heading into the start of 2018 corporate planning and budgeting season as summer moves on but the past 4 weeks seem to have been inundated with conversations that all revolve around the same key topics How can we address? ‘We think our product X would be great for customer […]