CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Customer Journey Mapping.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Subject matter experts. Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. What is it? Typically Customer Satisfaction (CSAT) ratings, MPS scores, or customer survey data are viewed as discrete touchpoints, measured at and within each customer interaction. . Customer Perception = Their Reality. Source: PWC/Bains and Co.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. From an interpersonal relationship perspective, they expect trust, transparency and the authority to do what is best for the customer and the company, in equal measure. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

ShepHyken

MARCH 23, 2018

What professional skill is highly overlooked, underrated, often treated as an afterthought, yet is as vital as fuel for any vehicle on a company’s road to success? What remains constant is the need for companies to articulate the path of their organizations and their employees’ roles in them.

Airlines 204

Airlines Morale Benchmark Marketing 204

ShepHyken

MAY 18, 2018

To be sure, there’s no doubt that customers want a quality product — but, in the end, customer service and experience are what determines whether customers maintain a positive view of your brand. Request Feedback One of the most effective measures of customer satisfaction is to gather customer feedback through short, convenient surveys.

Advertising 198

Advertising Surveys Feedback Sales 198

Beyond Philosophy

MARCH 16, 2023

Guess what? His research focuses on customer satisfaction, customer experience, measurement, and management. So, I wanted to share his insight here with you, too. However, Morgeson says this downward trend happened way before COVID, although the pandemic did not help matters. So, how can this be?

Technology 221

Technology Marketing Self service Customer Experience 221

Totango

FEBRUARY 23, 2024

What do these four pairs have in common? From the key responsibilities of each role to activating and deploying the flywheel to the most important metrics to measure, Karen discusses all the hottest topics about this compelling collaboration. Bitter tech rivals put aside their differences to create world-changing innovations.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

Lumoa

JANUARY 8, 2024

They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. It’s full of insights, but only if we can effectively gather, structure, and analyze it. What’s the intensity of these sentiments?

Feedback 157

Feedback Analytics Multichannel Surveys 157

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Understanding CSAT and its importance Before we delve into how to improve CSAT score, it’s crucial to understand what CSAT is and why it matters.

Wait times 89

Wait times Feedback CRM Surveys 89

ChurnZero

DECEMBER 29, 2020

Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Top 10 Blog Posts from 2020. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. 2020 was a real mixed bag of emotions. And Other Noteworthy News.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Beyond Philosophy

JULY 29, 2021

However, I haven’t written about what you should do to make sure it works. The way that we consume behavioral science insights is by learning the theories. Then, we say, “what can I do with this? That’s what’s exciting about behavioral science. I write about the behavioral sciences a lot.

Construction 221

Construction Advertising Consulting Consulting 221

Beyond Philosophy

JULY 11, 2016

No matter how many times you present your vision for your digital transformation plan, there remain those in your organization that just don’t feel it. No matter what your company does, there’s an app for that. So what can we do differently? What do you think would help create an excellent Digital Customer Experience?

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? So, research and source the best data-driven tools to secure actionable insights about your target audience.

Personalization 52

Personalization Customer Service Chatbots Self service 52

NobelBiz

FEBRUARY 27, 2024

Table of Contents What is Call Center Optimization? Elevate Operational Efficiency : Efficiency matters. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. Key Performance Indicators (KPIs) provide valuable insights.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. When automated to collect the same sets of data to study growth and behavioral changes over a certain period, the data can lead to helpful insights.

Feedback 83

Feedback Chatbots Analytics Metrics 83

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. With a track record of working at tech giants like Microsoft and Nokia, he offers top-notch advice to boost response rates while generating deeper insights from survey responses. Avoid bias and priming.

Best practices 157

Best practices Surveys Metrics Construction 157

Lumoa

FEBRUARY 9, 2023

At the same time, it is also what most companies are missing. This ensures that there is a shared understanding of what matters and the company can shift from rumors and opinions to fact-based decision-making. Customer Connectedness: Customer insights are infused across the organization. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ClientSuccess

SEPTEMBER 7, 2022

What is Average Session Duration. Average Session Duration measures the average amount of time users spend on your website or product in a single session. This data is available through Google Analytics and is especially common in industries such as eCommerce, content and blogs, and other web-based services.

SaaS 89

SaaS Metrics Analytics Accountability 89

Totango

FEBRUARY 23, 2023

CS operations can help you measure and manage Net Promoter Score (NPS), customer satisfaction scores (CSAT), utilization and adoption, and support tickets and escalations. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’” It’s not a set it and forget it metric.”

Metrics 83

Metrics Upselling Accountability Enterprise 83

Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.

Best practices 101

Best practices Enterprise Customer retention Marketing 101

JivoChat

JULY 16, 2023

And you know what people are drawn to, time and again? With so much content being produced every day, it’s no wonder that most of it is lazy, insipid, and a regurgitation of what’s already been said. In a survey, 73% of readers admitted to skimming through blog content. What are they talking about?

Finance 75

Finance Healthcare Marketing Surveys 75

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. After all, if you know what your audience wants before they do – you’ll be miles ahead!

Surveys 83

Surveys Feedback Banking Best practices 83

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. And if you want to become a real change-maker in your organization, you need to learn how to extract insights from customer feedback. An organization that can act on feedback.

Analytics 83

Analytics Feedback Metrics Surveys 83

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Therefore, tools and methods used to measure customer satisfaction should be defined carefully, and we are here to help. What is Customer Satisfaction? Did you know?

Surveys 146

Surveys Feedback Metrics Customer retention 146

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

CX Accelerator

SEPTEMBER 16, 2022

These situations are ripe for problems, so use caution and know what work lies ahead. Reaching insights together is the easiest way to align and agree on what the next steps and priorities for the project should be. Your biggest strength in working with busy executives will be in tying to the measures they are on the hook for.

Consulting 208

Consulting Consulting Finance Customer Experience 208

Callminer

APRIL 30, 2018

They also often fail to measure the ROI against the most important KPIs at each step of their Interaction Analytics Programme. As Lord Kelvin (Irish mathematician and physicist) observed, “If you can’t measure it, you can’t manage it or improve it”. In this blog, we provide the next set of practical advice gathered during the Summit.

Analytics 159

Analytics Self service Sales Customer Care 159

PeopleMetrics

JANUARY 21, 2021

Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. What is a touchpoint in the customer journey? And more importantly, which touchpoints should you measure?

Journey mapping 62

Journey mapping Accountability Feedback Customer Experience 62

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. What Is Customer Loyalty? How Do You Measure Customer Loyalty?

Best practices 110

Best practices Metrics Surveys Customer retention 110

Eptica

APRIL 15, 2020

For me this is the start point of adapting the experience you offer - after all, if you don’t understand what your customers want, how can you improve the service you provide? Traditional quantitative customer satisfaction measurements such as NPS and CSAT have always been only able to provide part of the insight picture.

Surveys 95

Surveys Best practices Analytics Feedback 95

ProProfs Blog

OCTOBER 4, 2020

Do you know what is keeping so many entrepreneurs awake at night? . The need to get a better understanding of what their customers think of their brand. . In this blog, we will reveal the right answers and a lot more. Surveys VS Questionnaires: Why the Difference Matters? What Makes a Good Questionnaire?

Surveys 147

Surveys Education Feedback Marketing 147

ClientSuccess

AUGUST 10, 2022

How does your CSM team measure success? If your team is still trying to figure out which KPIs are suitable for your customers, here is what you need to know NOW. . If your team is still trying to figure out which KPIs are suitable for your customers, here is what you need to know NOW. . The problem. The solution .

Metrics 78

Metrics SaaS Customer retention Accountability 78

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. What matters is why the score is as it is. blog linkedin twitter Why? "I blog linkedin twitter Why?

Consulting 135

Consulting Consulting Metrics Feedback 135

Lumoa

APRIL 21, 2022

It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. What will your answer be? That’s all very nice and as CEO that’s what you’ll be expected to say, and what you’ll want your people to hear. You have data.

Customer Support 83

Customer Support Banking First call resolution Self service 83

Nicereply

APRIL 11, 2023

Use these best practices and checklists to turn your feedback forms into key sources of customer insights for your business. No insights on what customers like or dislike about your product, the support they receive, or any other areas of your business. The best thing about customer feedback forms is the insights they give you.

Best practices 52

Best practices Feedback Surveys Airlines 52