Interaction Metrics

MAY 16, 2024

Is the feedback we currently get from our customers truly objective and representative of our customer base? Text Analysis : Text comes in the form of answers to open-ended questions, reviews, feedback fields on your website, and really any place where customers are putting forward their opinions in their own words.

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

Beyond Philosophy

JULY 16, 2019

In an experiment in 2003, researchers Eric Johnson and Dan Goldstein discovered that positioning the choice of organ donation as Explicit Consent or Presumed Consent made a significant difference in organ donation rates. Behavioral Journey Mapping takes regular Journey Mapping to the next level.

Journey mapping 316

Journey mapping Consulting Consulting Banking 316

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. million in 2003 to approximately $1.7 of capturing feedback from customers. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.)

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98