Search Results

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  Webinar Why CX: Proof That Investing In Experience Improves Revenue, Costs, And Risk

  May 6, 2020 | Judy Weader, Maxie Schmidt-Subramanian

  Customer experience (CX) leaders are struggling to keep executive attention — and their own jobs — because they’re failing to make a case that resonates with their leadership....

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  Webinar Companies Are Adjusting Their Policies To Help Customers During The COVID-19 Outbreak, And You Should Too

  April 27, 2020 | Judy Weader, Rick Parrish

  With the COVID-19 pandemic upending individual lives and whole economies, many companies are instituting nonstandard operating procedures to help their customers through these troubled times....

• Report How 29 Companies Adjusted Policies To Help Customers During The COVID-19 Outbreak

  Creating New Standard Operating Practices For Business As Unusual

  April 21, 2020 | Judy Weader, Rick Parrish

  Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer...

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  Webinar Use Your Customer Success Program To Maximize Value To The Customer And To Your Business

  March 5, 2020 | TJ Keitt

  A good customer experience ensures that both the client and the business get something valuable. A well-designed customer success program facilitates this value exchange. This webinar explores how...

• Report The Journey Measurement Framework Applied In B2C And B2B

  A Journey Measurement Series Report

  November 18, 2019 | Joana de Quintanilha, Maxie Schmidt-Subramanian

  To build a journey measurement framework, customer experience (CX) pros must define in-journey signals and end-of-journey success metrics. This report provides two illustrations of these — for a...

• Report The US Digital Retailers Customer Experience Index, 2019

  How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

  September 9, 2019 | Fiona Swerdlow, Michelle Yaiser

  How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...

• Report A Snapshot Of B2B CX Programs

  What We Learned From Surveying Attendees Of The B2B Track At CX NYC 2019

  July 24, 2019 | TJ Keitt, Judy Weader

  CX NYC 2019's B2B track offered the opportunity for B2B customer experience (CX) leaders to baseline their CX programs' core capabilities needed for success: business case development, customer...

• Report Keys To Implementing A B2B Customer Experience Program

  Lessons Learned From The B2B Track Session At CX NYC

  July 24, 2019 | TJ Keitt, Judy Weader

  Customer experience (CX) professionals at B2B companies have expressed a desire to learn more about how to create or improve upon their programs. This report shares highlights from the speakers at...