Announcing the CXMStars™ judging panel and scoring process!
With CXMStars™ 2023 well underway and the nominations ending next week, it’s time for us to announce the scoring process. This is an integral part of the competition, and will better help you understand exactly what goes into deciding the winners. Also, for the first time in CXMStars™’ history, we are proud to announce a judging…
The post Announcing the CXMStars™ judging panel and scoring process! appeared first on Customer Experience Magazine.
Question: Why is customer experience so often broken, and what can we do to fix it?
Literally the title itself. If VoC initiatives are meant to enhance CX itself how come:
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There are low response rates in surveys?
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Why are metrics not working?
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Negative feedback are more often seen than positive ones.
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There are feedback data but no action is taken?
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VoC programs are often siloed.
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The Top Hold Time Offenders of 2022 Revealed (And Airlines Aren’t Doing So Hot)
There are few things worse than wasting precious time on hold. It’s
The post The Top Hold Time Offenders of 2022 Revealed (And Airlines Aren’t Doing So Hot) first appeared on Fonolo.
How can a facilitator ensure a great customer journey mapping workshop?
In a 2019 survey, the Nielsen Norman Group found that journey mapping was the third-most popular activity for UX professionals. While it is one of the most used methods in CX, it also can be daunting. Running a successful customer journey mapping workshop is the single most important step in completing your customer journey map….
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The lonely zone
For many, the goal is to be the deciding vote, the donation that gets a cause over the goal, the person who counts. And often, we enjoy piling on. Once the cause or fashion or tech is clearly working, it’s easy and fun to say “me too.” More rare, more vulnerable and more important is […]
Overconfidence and AI
Human beings are often more effective when we’re a bit self-effacing. “I think,” “Perhaps,” or “I might be missing something, but…” are fine ways to give our assertions a chance to be considered. The solar-powered LED calculator we used in school did no such thing. 6 x 7 is 42, no ifs, ands or buts. […]
Bitterness is consistent
It will never let you down. Bitterness is never-ending, impenetrable and refuses to negotiate. If you give it a chance, it will persist. It lacks nuance or surprise. It’s simply a wall you can lean against, whenever you choose. Consistency is all it has to offer, actually.