At this Sitecore sponsored event, marketing and CX leaders discuss how they're working to personalise customer experiences, the role of data strategy and analytics in their success, and what machine learning will do to further CX aims
https://www.cmo.com.au/article/633392/cmo-roundtable-how-machines-will-make-break-your-customer-engagement-success/
The results of Gartner’s 2017-2018 CMO Spend Survey are in, and the news is not all good.
For the first time in three years, growth in marketing budgets has decreased, placing marketers on the hook to justify financial investments and demonstrate solid ROI for existing activity. In this more restrictive environment, Gartner finds marketers are increasingly turning their focus to existing customers, with a spending ratio of 2-to-1 in favor of retention over acquisition. Because of those trends, chief marketing officers are keeping customer experience (CX) programs at the top of their priority lists and they are expecting such initiatives to deliver measurable returns.
https://www.cmswire.com/customer-experience/transforming-listening-into-action/
I’ve always been intrigued when I hear customer success professionals refer to customer experience as customer success.
A lot of that has to do with the fact that customer success professionals believe customer experience is a subset of customer success. Customer Experience professionals, on the other hand, believe customer success is a subset of customer experience.
The Customer Experience vs. Customer Success debate has been an interesting one.
http://customerthink.com/is-2018-the-year-customer-experience-and-customer-success-converge/
Clive Watts talks to Paul Milligan about the new launch, ADDERLink INFINITY 100T, and how customer feedback is instrumental in driving Adder's product innovation.
http://www.inavateonthenet.net/news/article/adder-how-customer-feedback-is-driving-product-innovation/
In today’s fast-paced world, where our thoughts, opinions, and ideas can be shared with the click of a mouse or with a few taps on a keyboard, there seems to be a constant yearning to have our voices heard, to offer advice, and to give our opinions in as short amount of time as possible. This may work on social media; however, when you have a business to run and clients to serve, this can cause problems.
https://customerthink.com/improve-your-customer-experience-dont-just-hear-listen/
Here are 5 Things organisations who are best at taking action with customer feedback have in common.
https://www.business2community.com/customer-experience/havent-able-take-action-cx-feedback-02003718/
In 2017, I discussed the importance of a solid financial business case for investment in customer experience (CX). As we start a new year and reflect on the performance of the economy over the last 12 months – and look at the uncertainty ahead – this has never been truer. One of the best ways to understand their full business impact is to look at examples of success.
Virgin Money is a case in point.
https://www.mycustomer.com/experience/voice-of-the-customer/how-virgin-moneys-customer-feedback-strategy-helped-it-top-the/
Customer experience experts have created measurement systems to track customer satisfaction, customer effort score and net promoter score. But there is one area that has been more difficult to translate into a simple metric. Customer Emotion. How do your customers actually feel? How do you measure emotion in customer experience?
http://customerthink.com/how-to-measure-emotion-in-customer-experience/
Simpel is the largest, independent sim only provider in the Netherlands. Simpel has been active in the Dutch telecom market since 2007. Thanks in part to its very distinct commercials, Simpel has gained a strong position in the telecom market.
https://mopinion.com/customer-success-story-how-simpel-boosts-customer-experience-using-mopinion/
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