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How Generative AI Can Uplift Your Voice of the Customer (VoC) Program

Align Organizational Vision & Goals, Connect with Customers, Featured, Take Action / Jeannie Walters, CCXP, CSP

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. Generative […]

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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Align Organizational Vision & Goals, Create a Customer-Centric Culture, Featured, Take Action / Jeannie Walters, CCXP, CSP

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x higher customer lifetime

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Avoiding Customer Experience Missteps in 2024: A Guide to Sidestepping Common Pitfalls and Outdated Trends

Align Organizational Vision & Goals, Create a Customer-Centric Culture, Featured, Get Started with CX, Take Action / Jeannie Walters, CCXP, CSP

It feels like the world is changing at lightning speed. Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Let’s discuss common missteps, mistakes, and general mayhem to avoid! Former CX

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Communicating CX: 15 Tips for Talking About Customer Experience

Align Organizational Vision & Goals, Create a Customer-Centric Culture, Featured / Jeannie Walters, CCXP, CSP

Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. Here are 15 ideas to get you started. Combine this with a customer experience champion program within your organization and watch culture really shift.

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The Psychology Behind Customer Retention and Loyalty

Connect with Customers, Create a Customer-Centric Culture, Featured, Get Started with CX / Jeannie Walters, CCXP, CSP

The most successful companies prioritize customer retention and loyalty alongside acquisition. Studies show it can cost 5 to 25 times more to acquire a new customer than retain one.

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How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Align Organizational Vision & Goals, Create a Customer-Centric Culture, Featured, Take Action / Jeannie Walters, CCXP, CSP

Convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success.

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How to Listen for Untold Feedback to Boost Your Business Results

Connect with Customers, Featured, Take Action / Jeannie Walters, CCXP, CSP

Your customers actively give clues about (or directly tell you!) how to improve their experience. But are you listening in the right ways?

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7 Common Mistakes CX Leaders Make (And How To Avoid Them!)

Align Organizational Vision & Goals, Featured, Get Started with CX, Take Action / Jeannie Walters, CCXP, CSP

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?!

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