Converging and Diverging: Customer Experience & Customer Success

On this episode, Amelia welcomes Irit Eizips, Chief Customer Officer and CEO at CSM Practice, a customer success consulting firm offering services to increase your net retention, improve your customer satisfaction, and grow your advocacy base. During this conversation, Irit and Amelia discuss:
 

- The differences between customer success and customer experience.

- The importance of customers getting their desired business outcomes through the CX process.

- Measuring customer success results with net retention rate.

- The evolution of CX from being churn fighters to adding value.

- The difference between a success plan and an account plan.

- Assessing your CX efforts against best practices for customer success.

- Mistakes CX leaders make with their frameworks and methodologies.

- Investing in technology in a scalable way.

- The three-year plan for shifting from customer experience to customer success.

Irit Eizips - https://www.linkedin.com/in/eizips/

CSM Practice - https://www.linkedin.com/company/csm-practice/

 

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to 

nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com