Introduction to Customer Experience Metrics: Which Metrics Should I Use?
Deciding where to start when measuring Customer Experience can be overwhelming, even for those with years of experience. The first place to start is measuring your key CX metrics through collected feedback. But when it comes to a qualitative concept like CX, how exactly do you measure it? What kinds of metrics should be used?
In Part One of the webinar, David Hicks, CEO of TribeCX will share some common metrics that companies with successful CX programs use to evaluate and measure their customer experience.
You'll learn about:
• CX metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES)
• Choosing the most appropriate and valuable metrics, based on your customers and organization
• Best Practices for measuring and managing your CX metrics
QuestionPro - Introduction to Customer Experience Part 3: CX BenchmarkingQuestionPro
Now that you have chosen your CX metric and mapped out your customer journey, the last key foundation of building a successful CX program is benchmarking.
Benchmarking allows understanding how your organization is performing in relation to others - both in your own sector and in other sectors. There are several ways to benchmark your performance over time, but we will introduce you different ways that are found to be successful to companies such as Emirates, Salesforce, and UPS.
Join us and learn how benchmarking:
• Uncovers key drivers that influence your organization’s performance
• Provides a quick way to evaluate your CX readiness and business goals
• Differentiates yourself against others
QuestionPro CX - Not Just a Number: Using NPS to Improve Customer ExperienceQuestionPro
In this special webinar, CX Expert, Shep Hyken will not only discuss NPS, but divulge his best tips on measuring Net Promoter Score to deliver a better customer experience. Join us and gain a better understanding of how you can use Net Promoter Score to measure and improve your customer experience to ultimately increase revenue.
You'll learn:
1. CX Trends in 2017
2. The differences between Customer Experience and Customer Service
3. Ways to measure CX and the metrics
4. CX and Revenue Correlation
5. Top ways to improve CX
What if you asked your top four employees to articulate the vision and purpose of your company? Could they do it? What about its business model and strategy? How about explaining their roles and the outcomes for which they have stewardship?
Chances are even your best people would struggle with that exercise. And if they have a hard time, imagine what that implies about the rest of your team.
Those simple questions reveal the level of line of sight you have in your business. And without line of sight, it is virtually impossible to have an engaged workforce.
With that in mind, VisionLink discusses the important role of employee alignment in creating sustained success in all aspects of talent management and performance—and how to create a pay strategy that reinforces the vision and mindset you want your employees to have.
To view a recording of this webinar, visit: http://www.vladvisors.com/compensation-knowledge-center/webinars/how-to-improve-line-of-sight-and-why-it-matters
To learn more about VisionLink, visit: www.vladvisors.com
Cx Pilots Ikigai- How To Hack Employee Engagement CX Pilots
We use an ancient Japanese method to help companies engage their employees in their work. This workshop template help companies by aligning their employees passion and capabilities with their vocation and what the world needs most from them. It includes an instructional method to collectivize staff ambition.
How to Transform Talent Acquisition in Asia Pacific through RPOCielo
As the world of employment evolves in the diverse and complex markets in Asia Pacific, so do the tools, tactics and strategies to find the best talent. Learn how organizations in Asia Pacific can establish a world-class talent acquisition function using Recruitment Process Outsourcing as an enabler and make talent their biggest strategic competitive advantage.
Professional Overview: Lynn Hunsaker - ClearActionClearAction
Pictorial resume / bio of Lynn Hunsaker, Customer Experience Transformation Strategist at ClearAction, CEO at Marketing Operations Partners, and co-founder of Marketing Future Forum.
See http://ClearActionCX.com
http://MOpartners.com
Once you hire high-performers, how do you keep them? Transformational onboarding will help you protect your investment in talent, inspire a winning mindset and achieve a competitive advantage.
This deck reveals the secrets of creating a personalized, powerful onboarding experience. These techniques will help you protect your ROI and convince top talent to stay with your organization.
QuestionPro - Introduction to Customer Experience Part 3: CX BenchmarkingQuestionPro
Now that you have chosen your CX metric and mapped out your customer journey, the last key foundation of building a successful CX program is benchmarking.
Benchmarking allows understanding how your organization is performing in relation to others - both in your own sector and in other sectors. There are several ways to benchmark your performance over time, but we will introduce you different ways that are found to be successful to companies such as Emirates, Salesforce, and UPS.
Join us and learn how benchmarking:
• Uncovers key drivers that influence your organization’s performance
• Provides a quick way to evaluate your CX readiness and business goals
• Differentiates yourself against others
QuestionPro CX - Not Just a Number: Using NPS to Improve Customer ExperienceQuestionPro
In this special webinar, CX Expert, Shep Hyken will not only discuss NPS, but divulge his best tips on measuring Net Promoter Score to deliver a better customer experience. Join us and gain a better understanding of how you can use Net Promoter Score to measure and improve your customer experience to ultimately increase revenue.
You'll learn:
1. CX Trends in 2017
2. The differences between Customer Experience and Customer Service
3. Ways to measure CX and the metrics
4. CX and Revenue Correlation
5. Top ways to improve CX
What if you asked your top four employees to articulate the vision and purpose of your company? Could they do it? What about its business model and strategy? How about explaining their roles and the outcomes for which they have stewardship?
Chances are even your best people would struggle with that exercise. And if they have a hard time, imagine what that implies about the rest of your team.
Those simple questions reveal the level of line of sight you have in your business. And without line of sight, it is virtually impossible to have an engaged workforce.
With that in mind, VisionLink discusses the important role of employee alignment in creating sustained success in all aspects of talent management and performance—and how to create a pay strategy that reinforces the vision and mindset you want your employees to have.
To view a recording of this webinar, visit: http://www.vladvisors.com/compensation-knowledge-center/webinars/how-to-improve-line-of-sight-and-why-it-matters
To learn more about VisionLink, visit: www.vladvisors.com
Cx Pilots Ikigai- How To Hack Employee Engagement CX Pilots
We use an ancient Japanese method to help companies engage their employees in their work. This workshop template help companies by aligning their employees passion and capabilities with their vocation and what the world needs most from them. It includes an instructional method to collectivize staff ambition.
How to Transform Talent Acquisition in Asia Pacific through RPOCielo
As the world of employment evolves in the diverse and complex markets in Asia Pacific, so do the tools, tactics and strategies to find the best talent. Learn how organizations in Asia Pacific can establish a world-class talent acquisition function using Recruitment Process Outsourcing as an enabler and make talent their biggest strategic competitive advantage.
Professional Overview: Lynn Hunsaker - ClearActionClearAction
Pictorial resume / bio of Lynn Hunsaker, Customer Experience Transformation Strategist at ClearAction, CEO at Marketing Operations Partners, and co-founder of Marketing Future Forum.
See http://ClearActionCX.com
http://MOpartners.com
Once you hire high-performers, how do you keep them? Transformational onboarding will help you protect your investment in talent, inspire a winning mindset and achieve a competitive advantage.
This deck reveals the secrets of creating a personalized, powerful onboarding experience. These techniques will help you protect your ROI and convince top talent to stay with your organization.
Your VoC Programme is underperforming - do something about itFuturelab
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
Discover why UX & CX are evolving toward Human Experience (HX).
As consumers force brands to become more digital, there is a real need to be authentic, empathetic, and human.
Find out why human-centric thinking is so important and how, with the right approach, it can help build deeper and more meaningful relationships with customers.
Updated to reflect the COVID-19 crisis
Maximize Your Quality of Hire Through Strong Partnerships | Talent Connect Ve...LinkedIn Talent Solutions
Partnerships matter! In this presentation, LinkedIn's Katharine Coombes and Kim Beinborn teach you how you can join forces with your hiring manager to identify and source top talent.
10 Tips for a Knockout Relationship with your Hiring Manager: http://linkd.in/16U8WxP
Subscribe to the LinkedIn Talent Blog: http://linkd.in/18yp4Cg
Follow the LinkedIn company page: http://linkd.in/1f39JyH
Tweet with us: http://bit.ly/HireOnLinkedIn
Learn more about LinkedIn Talent Solutions: http://linkd.in/1bgERGj
Companies with strong employer brands tell the authentic story of their employment experience. They do so by understanding and communicating their own unique employee voice.
#FIRMday Manchester 9th March 2017 - Broadbean: Social Referral PresentationEmma Mirrington
Josh Willows, Broadbean, speaks about ‘How to get your employees hooked on your referral scheme’ Keeping employees engaged is one of the hardest challenges for an organisation. Josh will look at the ‘Hooked Model’ and other tips on referral programmes.
The Numbers Game: How to Use Data to Land Top TalentGlassdoor
The Numbers Game: How to Use Data to Land Top Talent
Kirsten Davidson, Head of Employer Brand at Glassdoor
Lauren Ryan, Director of Talent Acquisition at Greenhouse
Total Rewards encompasses a broad range of offerings from tangible (pay and benefits) to less quantifiable (policies, practices, flexibility) benefits, all of which are designed to attract and retain top talent. The challenge Compensation and Rewards professionals face today is finding a way to communicate the value of employment to an expanding number of employment roles in extremely competitive job markets coupled with rising turnover costs and decreasing engagement.
In this exclusive training webinar, special guest Tony Kerekes will share inside strategies from his 20+ years of designing and implementing total rewards programs for leading organizations. Get insights and ideas on how to adapt to the changing workforce and job market (contractors and freelancers will be 40% of the workforce) with a more effective total rewards program that gets results.
In this practical, “how to” webinar you’ll learn:
· Keys to building an effective total rewards engagement strategy (for employees, contractors and freelancers)
· How to develop a calendar of just-in-time communication (that you can keep up with)
· Tips and strategies for communicating total rewards to today’s workforce
· How to leverage varied communication styles and approaches
· How to turn total rewards into retention
TribeCX: Customer Experience: Today's Business BenchmarkSalesforce_Benelux
GREAT Customer Experience
Customer experience is “a blend of a company’s rational performance and the emo1ons evoked in all the interactions with the customer, across all touch points”
* Consistently great experiences don’t happen by chance
* They are the outcome of deliberately designed customer journeys
*..how do you engage the organization and
make Customer Experience work..?
100 page no-nonsense guide on scaling CX. Straightforward content to help you cultivate your customer-centric advantage and continue to win.
To scale CX you have to keep customers at the heart of everything you do. It's time to step on the gas and scale the CX systems you have in place.
Check out our latest whitepaper below, which includes:
✅ How to scale customer research & insight analysis
✅ How to democratise CX insights and Research
✅ How to build a lasting customer-centric culture
Read here: https://hubs.ly/H0sZDVl0
#FIRMday London 28/04/16 - Armstrong Craven 'Best Practice Talent PipeliningEmma Mirrington
Teresa Wykes from Armstrong Craven presents 'Best Practice Talent Pipelining' Essential learning for novices or a refresher session for those already doing it. Support for talent teams to handle and coach hiring managers as they are required to socialise with talent and lead their own succession planning. Theory, best practice, what works and doesn't work in this talent strategy approach.
A prescribed and simple sales process is key to the timely and accurate positioning of Professional Services. The attached presentation describes a simple process and techniques that have worked well for Enterprise Software companies of medium to large sizes.
Employee Value Proposition. How and why your EVP plays a critical role in you...N. Robert Johnson, APR
Companies with a clear and differentiated employee value proposition outperform their competitors. In this 30+3 Webinar, we take a quick look at ways to develop a clear and differentiated EVP.
A compelling employee value proposition to attract retain and develop skilled...Alexandra Lederer
Presented at The Australian Healthcare Workforce Solutions Forum. Sydney, Australia – 30 July 2013
This case study explores:
- Developing a compelling employee value proposition to attract and retain target profiles
- Sustaining employee engagement thanks to internal processes and personalised care delivery
- Innovative ways to blend Knowledge Management and L&D and embed transfer of critical knowledge
How human insights focused organizations become CX leaders UserTesting
In this webinar, guest speaker Forrester Analyst Kelly Price, and UserTesting VP of Strategic Services Janelle Estes will discuss why customer understanding driven by Human Insights is the foundation of great customer experience (CX).
To become a CX leader, it is vital to cultivate customer empathy and push more human insights to all edges of your organization. Join us to find out more about various trends in the industry today and key recommendations to facilitate your CX transformation.
You'll learn:
Forrester’s six core concepts that make or break CX leaders
Where some go wrong, shortcomings of typical approaches
How to transform into a human-insights led organization
Real-world success stories from CX leaders
QuestionPro - Introduction to Customer Experience Part 2: Customer Journey Ma...QuestionPro
Did you know? Customer journey mapping drives improvements that yield the greatest financial return.
In Part Two of this Introduction to Customer Experience Management webinar series, you will learn about the second key element widely used in successful CX programs: customer journey mapping. Join us along with David Hicks, CEO of TribeCX, as we define customer journey mapping and discuss why it is critical to improving your customer experience.
You'll learn:
• How to chart each step of your customer experience
• How to highlight your moments of truth
• Customer mapping best practices
Your VoC Programme is underperforming - do something about itFuturelab
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
Discover why UX & CX are evolving toward Human Experience (HX).
As consumers force brands to become more digital, there is a real need to be authentic, empathetic, and human.
Find out why human-centric thinking is so important and how, with the right approach, it can help build deeper and more meaningful relationships with customers.
Updated to reflect the COVID-19 crisis
Maximize Your Quality of Hire Through Strong Partnerships | Talent Connect Ve...LinkedIn Talent Solutions
Partnerships matter! In this presentation, LinkedIn's Katharine Coombes and Kim Beinborn teach you how you can join forces with your hiring manager to identify and source top talent.
10 Tips for a Knockout Relationship with your Hiring Manager: http://linkd.in/16U8WxP
Subscribe to the LinkedIn Talent Blog: http://linkd.in/18yp4Cg
Follow the LinkedIn company page: http://linkd.in/1f39JyH
Tweet with us: http://bit.ly/HireOnLinkedIn
Learn more about LinkedIn Talent Solutions: http://linkd.in/1bgERGj
Companies with strong employer brands tell the authentic story of their employment experience. They do so by understanding and communicating their own unique employee voice.
#FIRMday Manchester 9th March 2017 - Broadbean: Social Referral PresentationEmma Mirrington
Josh Willows, Broadbean, speaks about ‘How to get your employees hooked on your referral scheme’ Keeping employees engaged is one of the hardest challenges for an organisation. Josh will look at the ‘Hooked Model’ and other tips on referral programmes.
The Numbers Game: How to Use Data to Land Top TalentGlassdoor
The Numbers Game: How to Use Data to Land Top Talent
Kirsten Davidson, Head of Employer Brand at Glassdoor
Lauren Ryan, Director of Talent Acquisition at Greenhouse
Total Rewards encompasses a broad range of offerings from tangible (pay and benefits) to less quantifiable (policies, practices, flexibility) benefits, all of which are designed to attract and retain top talent. The challenge Compensation and Rewards professionals face today is finding a way to communicate the value of employment to an expanding number of employment roles in extremely competitive job markets coupled with rising turnover costs and decreasing engagement.
In this exclusive training webinar, special guest Tony Kerekes will share inside strategies from his 20+ years of designing and implementing total rewards programs for leading organizations. Get insights and ideas on how to adapt to the changing workforce and job market (contractors and freelancers will be 40% of the workforce) with a more effective total rewards program that gets results.
In this practical, “how to” webinar you’ll learn:
· Keys to building an effective total rewards engagement strategy (for employees, contractors and freelancers)
· How to develop a calendar of just-in-time communication (that you can keep up with)
· Tips and strategies for communicating total rewards to today’s workforce
· How to leverage varied communication styles and approaches
· How to turn total rewards into retention
TribeCX: Customer Experience: Today's Business BenchmarkSalesforce_Benelux
GREAT Customer Experience
Customer experience is “a blend of a company’s rational performance and the emo1ons evoked in all the interactions with the customer, across all touch points”
* Consistently great experiences don’t happen by chance
* They are the outcome of deliberately designed customer journeys
*..how do you engage the organization and
make Customer Experience work..?
100 page no-nonsense guide on scaling CX. Straightforward content to help you cultivate your customer-centric advantage and continue to win.
To scale CX you have to keep customers at the heart of everything you do. It's time to step on the gas and scale the CX systems you have in place.
Check out our latest whitepaper below, which includes:
✅ How to scale customer research & insight analysis
✅ How to democratise CX insights and Research
✅ How to build a lasting customer-centric culture
Read here: https://hubs.ly/H0sZDVl0
#FIRMday London 28/04/16 - Armstrong Craven 'Best Practice Talent PipeliningEmma Mirrington
Teresa Wykes from Armstrong Craven presents 'Best Practice Talent Pipelining' Essential learning for novices or a refresher session for those already doing it. Support for talent teams to handle and coach hiring managers as they are required to socialise with talent and lead their own succession planning. Theory, best practice, what works and doesn't work in this talent strategy approach.
A prescribed and simple sales process is key to the timely and accurate positioning of Professional Services. The attached presentation describes a simple process and techniques that have worked well for Enterprise Software companies of medium to large sizes.
Employee Value Proposition. How and why your EVP plays a critical role in you...N. Robert Johnson, APR
Companies with a clear and differentiated employee value proposition outperform their competitors. In this 30+3 Webinar, we take a quick look at ways to develop a clear and differentiated EVP.
A compelling employee value proposition to attract retain and develop skilled...Alexandra Lederer
Presented at The Australian Healthcare Workforce Solutions Forum. Sydney, Australia – 30 July 2013
This case study explores:
- Developing a compelling employee value proposition to attract and retain target profiles
- Sustaining employee engagement thanks to internal processes and personalised care delivery
- Innovative ways to blend Knowledge Management and L&D and embed transfer of critical knowledge
How human insights focused organizations become CX leaders UserTesting
In this webinar, guest speaker Forrester Analyst Kelly Price, and UserTesting VP of Strategic Services Janelle Estes will discuss why customer understanding driven by Human Insights is the foundation of great customer experience (CX).
To become a CX leader, it is vital to cultivate customer empathy and push more human insights to all edges of your organization. Join us to find out more about various trends in the industry today and key recommendations to facilitate your CX transformation.
You'll learn:
Forrester’s six core concepts that make or break CX leaders
Where some go wrong, shortcomings of typical approaches
How to transform into a human-insights led organization
Real-world success stories from CX leaders
QuestionPro - Introduction to Customer Experience Part 2: Customer Journey Ma...QuestionPro
Did you know? Customer journey mapping drives improvements that yield the greatest financial return.
In Part Two of this Introduction to Customer Experience Management webinar series, you will learn about the second key element widely used in successful CX programs: customer journey mapping. Join us along with David Hicks, CEO of TribeCX, as we define customer journey mapping and discuss why it is critical to improving your customer experience.
You'll learn:
• How to chart each step of your customer experience
• How to highlight your moments of truth
• Customer mapping best practices
New Approach to Customer Experience Management CX Pilots
There are ways to lower risk, cost and speed of effectiveness in raising the Customer Experience bar in your organization. This is a focus on developing quick wins to get better #custexp outcomes in shorter time frames.
How to profit from customer experience - an introduction to LexdenChristopher Brooks
Lexden is a leading Independent Customer Strategy Consultancy.
We help clients unlock incremental profits by providing compelling value propositions and delivering enhanced customer experience when it matters. We create positive connections between our client’s brands, their employees and their customers.
We offer Customer Experience Strategy and Management, Customer Experience Profitability Modelling, Customer Value Propositions, Brand Experience Management and Employee Experience Management.
We cover a range of service sectors with a specialism in Financial Services.
Our clients engagements include Visa Europe, The Co-Operative Bank, Hiscox, More Th>n, Direct Line, Ageas, William Hill, Park Inn hotels and npower.
To differentiate customer experience, do something your competitors aren't doing in customer experience management. Re-examine how you're listening to customers, viewing customers' expectations, and focusing your employees and business rituals on customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
Demystifying UX, CX and Digital TransformationMelissa Wilfley
I presented this talk for the WPP/Wunderman Thompson Singapore educational series.
In order to get your organisation, team and/or agency to enable digital transformation through customer experience you need to level-set definitions and get everyone on the same page on what these terms mean. This talk is meant to help you understand:
1. The difference between UI / UX / CX
2. Importance of Customer Experience Management and CX Business Strategies
3. How CX fits into Digital Transformation
Similar to QuestionPro TribeCX Webinar - Introduction to Customer Experience Part 1: CX Metrics (20)
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Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
We all have good and bad thoughts from time to time and situation to situation. We are bombarded daily with spiraling thoughts(both negative and positive) creating all-consuming feel , making us difficult to manage with associated suffering. Good thoughts are like our Mob Signal (Positive thought) amidst noise(negative thought) in the atmosphere. Negative thoughts like noise outweigh positive thoughts. These thoughts often create unwanted confusion, trouble, stress and frustration in our mind as well as chaos in our physical world. Negative thoughts are also known as “distorted thinking”.
The Indian economy is classified into different sectors to simplify the analysis and understanding of economic activities. For Class 10, it's essential to grasp the sectors of the Indian economy, understand their characteristics, and recognize their importance. This guide will provide detailed notes on the Sectors of the Indian Economy Class 10, using specific long-tail keywords to enhance comprehension.
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Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
2. Founders : Globally recognised leading CX Practitioners
Best practice CX calibration & capability development
CX toolkit & remote support
Practitioner led : outcome focused
Calibrate your CX @ www.TribeCX.com
For a copy of slides – email Help@Tribecx.com
TribeCX: Brief Intro
3. Overview: Customer Experience - Definition
Customer experience is “a blend of a company’s rational performance
and the emotions evoked in all the interactions with the customer, across
all touch points”
4. Consistently great experiences don’t happen by chance.
They are the outcome of deliberately designed customer journeys.
The challenge is to get the entire business aligned behind a purposely designed experience that is
persistently and consistently delivered
Customer Experience - Definition
17. It only works
when it all works!
We can help:
Best practice CX calibration & capability development
CX toolkit & remote support
Practitioner led : outcome focused
Calibrate your CX @ www.TribeCX.com
For a copy of slides – email Help@Tribecx.com
18. … if this is useful, calibrate your CX @ www.TribeCX.com
David Hicks
Tel: +1 347 227 5182
David.Hicks@tribecx.com
Vivek Bhaskaran
Vivek.bhaskaran@questionpro.com
Find us at www.tribecx.com
Follow us on Twitter @TribeCX
Like us on Facebook @ Tribecx
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Editor's Notes
Need to make the point here Its build on practical experience of what works
What we’ll show are details of the dimensions that need to change and the practical first steps tp ensure success