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 | Mar 13, 2021 | COVID-19, customer experience, customer journey map, CX, CX Applied, CX Challenges, CX Listening, CX PDFs, CX ROI, CX Science, CX Science PDFs, Journey Mapping, VoA, vob, voc
Our 3rd annual CX Challenges Report in 2021 this year of COVID hope and recovery The discipline of CX comprises the approaches, frameworks, methods, techniques and tools of delivering attention getting and loyalty building and maintaining ‘Digital First But Not...
by graham@customerresults.com | Oct 26, 2020 | COVID-19, CX, CX Applied, CX PDFs, CX ROI, CX Science, CX Science PDFs, CX Transformation, digital transformation, VoA, vob, voc
What is the most important thing to do to be a customer centric, customer obsessed, high performing organization (or an employee centric one)? Simple: Listen to your Customers (and Employees), understand what they are telling you and act on it to continuously improve....
by graham@customerresults.com | Aug 11, 2019 | customer experience, CX Science, Forrester, Medallia, TalkingCX podcast, VoA, voc
TalkingCX is a podcast dedicated to helping CX Interested professionals understand the techniques, applications and trends, hosted by Robin Miller Click the Listen Now button below to listen to CX Roadtripping Pt 1 where Robin and our own Graham Clark discuss the...
by graham@customerresults.com | Apr 16, 2019 | customer experience, customer journey map, cx metrics, CX Science, Digital Customer Experience Transformation, digital experience, digital transformation, VoA, vob, voc
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 of their belief that all CX...
by graham@customerresults.com | Feb 22, 2019 | customer experience, customer journey map, cx metrics, CX Science, Digital Customer Experience Transformation, digital transformation, roboadvisors, VoA, vob, voc
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...
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