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B2B products are facing a CX make-or-break moment. Here’s why - Marketing Land

…effectiveness of their CX work just like any other investment in their product. So how should B2B teams approach CX efforts? I’m going to go out on a limb — when you distill it down, there’s only one kind of metric that matters: growth (and its antithesis, churn). CX is measured by conversion…

Customer Experience in the Age of Social Media - Marketing Land

Join our social media and CX experts as they explain how social customer service tools can help brands provide winning digital customer experiences. They’ll discuss how to manage that experience across multiple social touch points, leverage evolving social customer service tools and platforms to…

Walking the CX talk - Marketing Land

One of the high-priority initiatives I am seeing B2B companies adopt as we look into 2019 is transforming from being product-centric to customer-centric. From my vantage point, I see this type of transformation as one of the three BIG CMO challenges. The other two are adopting financial…

Why notifications deliver great CX - Marketing Land

…is a kiss of death for the user experience. Instead, like so much else in good CX, product teams should approach notifications from the user’s perspective. So approaching notifications in our apps and services for CX means thinking about the goal, not the means, and starting with questions, not…

It’s 'dark matter' that defines a great CX - Marketing Land

…big-bang event — in fact, it’s quite the opposite. CX is the sum of myriad small interactions, from first-touch onboarding to deceptively powerful notifications, that form a constant, and essential, process. But the incremental nature of CX improvement also suggests why it’s sometimes easy to…

5 pragmatic - and powerful - places to improve CX right now - Marketing Land

…choices, upsell prompts and the like are an obvious choice for focusing CX efforts. And making these all-important faces of your business succeed certainly helps to demonstrate the ROI of CX investments. But in order to succeed, a CX champion must be empowered and ready to assert her or his mission…

Where are you on the path to customer experience maturity? - Marketing Land

…but most don’t have the customer experience (CX) management capabilities they need to achieve that goal. This CX management (CXM) maturity model defines the 30 CXM practices that every firm needs to master. This report and self-assessment will help CX professionals compare their company’s current…

[Reminder] Customer Experience in the Age of Social Media - Marketing Land

…2020, Gartner predicts that 90 percent of brands will rely on social media in some capacity to manage their customer experience (CX) efforts. Join our social media and CX experts as they explain how social customer service can help brands provide winning digital customer experiences. They’ll discuss…

Oracle launches a ‘CDP-plus’ for its clouds - Marketing Land

…at Oracle. In this way, he claimed, CX Unity is more advanced than most CDPs, some of which are focused primarily on centralized data storage. Previously, each Oracle Cloud had its own customer profile, and this is the first unifying mechanism. Like other CDPs, CX Unity can handle unstructured and…

Forrester decides to buy SiriusDecisions - Marketing Land

…up customer feedback player FeedbackNow and the analytics company GlimpzIt, planning to use them as the engines to evolve its CX (customer experience) Index into a real-time CX Cloud. Given the wide availability of various kinds of business research, Forrester and competitors like Gartner are taking…