How Mature is Your CX Program? A Review of 3 CX Maturity Models
Customer experience (CX) is a journey. Even the companies that seem to be on top of their game need to focus on continuous improvement. What milestones mark the path to CX excellence?
Our popular white paper outlines maturity models from three top research firms: Forrester, Gartner, and the Temkin Group. Use these models to set your vision and level up your CX program.
Sometimes, customer interactions go awry–even with the best CX foundation. And a single misstep can lead to churn or harm your reputation. To avoid this fate, you can follow the lead of CX innovators who use alerting to identify unhappy customers and reach out quickly to address concerns.
But what if you have a huge customer-facing team across a broad geographic footprint? Read our case study to learn how a Fortune 100 giant with 20,000+ frontline employees achieved its goal of contacting 90+% of dissatisfied customers in < 24 hours.
Feedback is the lifeblood of every CX program. However, today’s customers are likely to receive feedback requests after every transaction–and develop “survey fatigue.” You should embrace novel approaches to feedback gathering to keep your response rates high.
How can you collect more feedback–and keep your customers communications’ needs in mind? Our white paper reveals 5 need-to-know trends you can use to build a solid CX feedback gathering program.
A recent survey revealed that 90% of executives agree that having the right technology is crucial for CX success. Yet, less than 75% of companies have an effective CX technology infrastructure.
If you’re still striving to design the right infrastructure for your CX program, you’re not alone. It can be difficult to prioritize CX technology investments. Our white paper details the top four essential technology features you need in your CX infrastructure.
Author: Connie Harrington
Connie is a content strategist and serves as managing editor of the eTouchPoint blog. Possessing 15+ years of international experience across five continents, her focus areas include: customer experience management, customer contact management, communications planning, content marketing, email marketing, and employee engagement. Previously, she held marketing and communications leadership positions at CGI, Mindwrap, and TEOCO. She earned a B.A., cum laude, from the College of William and Mary in Virginia.