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Voice of the Customer: The Foundation of a Connected Experience
When you’re bringing customer feedback and other customer data from across the organization together to get that holistic view of the customer’s journey and then using that to not only design and deliver a seamless omnichannel experience but also to orchestrate journeys, you’ve reached a high level of VOC maturity. To that every brand should say, “#Goals!”
Find out more in this week’s article!
KeyBank’s Path to Journey Orchestration – Part 2
In this week’s post, Ben Motteram (aka CXpert) shares his interview with Jon Briggs of KeyBank and Tim Attinger of OvationCXM, where they talk about KeyBank’s path to implementing (quite successfully!) their journey orchestration strategy. This is part two of a two-part series.
KeyBank’s Path to Orchestrating Customer Journeys – Part 1
In this week’s post, Ben Motteram (aka CXpert) shares his interview with Jon Briggs of KeyBank and Tim Attinger of OvationCXM, where they talk about KeyBank’s path to implementing (quite successfully!) their journey orchestration strategy. This is part one of a two-part series.
Five Ways to Solve Your Customer-Centricity Challenges
In a recent article, I wrote about the benefits of a customer-centric culture, but I also mentioned the challenges of deliberately designing such an organization. How does one overcome these challenges? Read on to find out.
Employee Off-Boarding: Can You Automate It?
Last week, in the first article of this two-part series, I wrote about the concept of employee off-boarding, the opposite of employee onboarding. This week’s article will cover who’s responsible for it and if it makes sense to automate it.
Employee Off-Boarding: Are You Taking It Seriously?
Employee off-boarding: What is it? Why is it so important? What does it entail? What are design considerations of an employee off-boarding program? And more.
This is the first part of a two-part series.
Designing Your Customer Off-Boarding Program
Last week, in the first article of this two-part series, I wrote about the concept of customer off-boarding, the opposite of customer onboarding. This week’s article will cover who’s responsible for it, if it makes sense to automate it, and how to design a proper off-boarding program.
Do You Have a Customer Off-Boarding Program?
In the last two weeks, I wrote about customer onboarding. But what about customer off-boarding? What is it? Why is it important? Is it for B2B customers only? What if it’s not done or not done properly? Answers to that and more…
Design Considerations For Your Customer Onboarding Process
Does the onus for customer onboarding only reside with your customer success team? No. Is it OK to automate customer onboarding? It depends. What are the design considerations I should think about for my onboarding process? There are quite a few!
The Benefits of Proper Customer Onboarding
What is customer onboarding? Is it only for B2B customers? What does it entail? Why is it so important? What if I get it wrong or don’t do it at all?