Most organizations assert that they are in search of continuous improvement. The question is how many are effective in their efforts. The continuous improvement process includes key performance indicators (KPIs), planning, accountability, communication, recognition of achievements, and more.
Category: Strategy and Best Practices
The Importance of Immediate Response
How do you respond when a customer has an emergency? The way you handle it can help the customer believe your organization cares and is committed to providing a good experience.
Insights Distribution: Effectively Communicating Key Action Items
Organizations know far more about their customers than ever before. It’s picking out those actionable items – sometimes only two or three nuggets out of a treasure trove of information – and successfully communicating them to various audiences that will yield ultimate success.
Monitoring Customer Experience: Moving Past “Same Old Same Old”
Whether you’ve been in business for one year or have decades of experience in your industry, one thing is true for everyone: Nothing is the same as when you started. Your products and services have changed to meet the needs of an ever-changing customer base. And the rapid pace of technological advancement has compelled you to stay current and deliver an ever-evolving digital experience.
X- and O-Data Integration: Know These Two Essential Starting Points
As today’s businesses look for the best ways to get and stay ahead, meaningful integration of experience and operational data is fast becoming a “must-do.” When done right, X- and O-data integration offers tremendous value, especially as the integration matures to render more personalized customer experiences and opportunities to establish a true return on investment of customer experience (CX) initiatives.
Understanding Role-Based Enablement for Your Team
Simply saying “customers first” does little to make the words a reality. How employees understand, embrace, and apply this mentality to their jobs moves companies from aspirational thinking to actual practice. That is why role-based enablement is a key part of managing the customer experience (CX).
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