Insights Discovery is a critical component of the Experience Management (XM) process. Proper pre-planning, execution of the analysis (Insights Discovery), and distribution of the results will help produce actionable outcomes.
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).
Explore the Value of CX Expertise-Building
To accelerate customer-focused strategies, today’s CX leaders are interested in building expertise related to data interpretation and action planning.
Speed: Increasing Operational Efficiency to Deliver Experiences at the Pace Customers Demand
Speed was found to be an essential factor of CX in Walker’s 2013 report, Customers 2020 – and it’s only become more important since. The seven themes we’ve discussed in our CX Now series so far have all been building up to this critical aspect of customer experience.
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