Can the B2B CX Measurement Conundrum Be Solved?
Many B2B firms have fewer than 10,000 customers, with some under 1,000 or even fewer. Small customer populations make it difficult to gather sufficient feedback for reliable statistical analysis.
How CX-y Are You, Really? From CX Lip Service to CX Superpower
Let’s get real: just about every company says they care about customer experience. Some even scream it in their ads. But caring is not doing. And doing is not doing well.
The Fundamentals of the Science of Customer Experience
Customer Experience is a science. CX isn’t a “hard” science like chemistry or physics because people don’t behave like chemicals or atomic particles. But CX – or at least CX done right – is systematic in measurement, design, and application and sits squarely in the domain of the social sciences.
The Future of Customer Experience is… the Supply Chain? You Bet Your SaaS It Is
We’ve always said that everyone owns the customer experience. But let’s be real—when the customer is mad, they’re not calling the product team, or marketing, or Gary in procurement.
Connecting the Dots: Marrying X(perience) and O(perational) Data
X + O = the motherlode, the Holy Grail of data. Most firms, however, simply fail to connect the dots across data sources. The result is a failure to realize the benefits of data integration.
The Customer Experience Roadmap Every CCO Needs to Lead with Impact
Let’s be honest—”customer experience” is one of those phrases that gets tossed around a lot, usually alongside “delight,” “omnichannel,” or “synergy.” But if you’re a Chief Customer Officer, you know it’s way more than just corporate lingo.
The Myth of the Self-Service Voice of Customer Platform
The promise is bold: you can do everything yourself without the need of expensive support and get away from reliance on the research geeks. The problem is the gap between the promise and reality.
The Best CX Metric Déjà Vu
Everyone wants measurements that matter – there isn’t much point in having metrics that fail to or inaccurately measure what you are trying to accomplish. The best CX metric is that which best explains the customer behaviors you are trying to motivate and the business outcomes you want to drive.
CX is about Maximizing Value & Minimizing Risk
It’s increasingly rare to find a mid-sized or larger company that doesn’t have a CX/VoC program of some sort. But for many (perhaps even most) firms these programs are check-the-box cookie cutter formalities that really aren’t listening or taking meaningful action on what they hear
Crush your competition with CX Ops
When it comes to Customer Experience (CX)—which literally touches every part of a company—making it a central focus hasn’t been a priority until recently