by graham@customerresults.com | May 10, 2022 | customer experience, customer persona, CX, CX Business Case, cx metrics, CX ROI, Digital Customer Experience Transformation, Digital First But Not Digital Only Multichannel, VoA, voc
We have been working with a client that has been measuring customer satisfaction and relationship perceptions for 8 years. They recognize that NPS as a “score’ does not really help with driving specific actions but it is highly informative and most importantly...
by graham@customerresults.com | May 3, 2021 | AlternaCX, Banking & Financial Services, customer experience, CX, CX Applied, CX Listening, cx metrics
AlternaCX, Graham Clark of Customer Results and Michelle Spraul of Delta Swan discuss XM in the pivot to the year of hope for banking and financial services. 2021 has become a year of hope and recovery. Over the past year, we’ve all witnessed how customer expectations...
by graham@customerresults.com | Dec 18, 2020 | COVID-19, customer experience, customer journey map, customer persona, CX, CX Business Case, CX Listening, cx metrics, CX ROI, CX Transformation, Partners
Research shows that 70% of Digital Transformation investments fail to deliver on their committed business case. And those that do succeed are captured by less than half of companies or 15%. What differentiates winners and losers is not whether the technology works but...
by graham@customerresults.com | Mar 18, 2020 | COVID-19, customer experience, customer journey map, customer persona, CX, CX Business Case, CX Listening, cx metrics, CX ROI, CX Transformation
This discussion is part of a forum at CXPA.org .. click here to see the CX community responses, So I was in a (virtual) meeting with a client this morning talking about CX all up, Experience Improvement, Measurement, Governance, Strategy, Operating Models, Experience...
by graham@customerresults.com | Feb 26, 2020 | CX, CX Business Case, cx metrics, CX ROI
Click here to register Business executives and CX leaders the world over tell us that one of their greatest customer experience-related challenges is proving ROI for their CX investments. So, chances are that your business has this challenge, too. Yet the ability to...
by graham@customerresults.com | Dec 11, 2019 | customer experience, CX, cx metrics, CX Strategy, Digital Customer Experience Transformation, Uncategorized
On November 14th, 2019 Graham Clark hosted a webinar with Michael Hinshaw of McorpCX discussing how critical a focus on rapidly evolving CX technologies is to capturing ROI from growing CX investments. Click here to view the webinar recording. You can click on the...
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