Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108

Lumoa

FEBRUARY 9, 2023

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. More on customer experience if you’re curious: Complete guide: how to improve customer experience , What is customer experience (CX)?

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Experience Matters

OCTOBER 10, 2017

Thaler applied behavioral economics to government interactions with citizens. You may have seen Thaler in this scene from The Big Short where he and Selena Gomez explain a financial instrument called a synthetic collateralized debt obligation (CDO). Note: there’s some foul language]. So what does this have to do with CX design?

2002 57

2002 Government Financial Books 57

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Purposeful Leadership: Leaders operate consistently with a clear set of values. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Experience Matters

JULY 7, 2015

To start the transformation away from agent productivity and towards enterprise intelligence, companies need to focus on data integration, analyzing the entire customer journey, forming a cohesive governance structure, and developing new roles and skills for employees. Download report for $195.

Contact Center 97

Contact Center Customer Insights Insights Download 97

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Purposeful Leadership: Leaders operate consistently with a clear set of values. Employee Engagement: Employees are aligned with the goals of the organization.

Definition 60

Definition Net Promoter Score Customer Experience CEM 60