Injixo

JANUARY 19, 2023

It first appeared in the 2003 Harvard Business Review article, The One Number You Need to Grow. Employee Net Promoter Score (eNPS) was derived from NPS. In this article, we'll explore eNPS, how to avoid a major pitfall, and how to get higher eNPS scores by applying best practices in Workforce Management (WFM).

Call Center 52

Call Center Best practices Management Employee engagement 52

Creative Virtual

JUNE 22, 2020

When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space. It’s been exciting to lead a company that’s instrumental in advancing the technology and its applications for customer and employee engagement.

Personalization 52

Personalization Virtual Agent Chatbots Employee engagement 52

Livepro

JULY 17, 2018

Paul has received a number of awards for customer service excellence including ‘best practice in manufacturing’ from the Victorian Government. In 2003 Paul joined CSBA because of his passion for understanding and improving customer service. In the last 10 years he has seen CSBA grow in the range of product and services provided.

Transportation 40

Transportation Government Multichannel Consulting 40

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98