SharpenCX

NOVEMBER 21, 2019

But simply adding three new channels isn’t enough when those channels don’t help your customers actually resolve their issues. Likewise, sending out surveys doesn’t work if you don’t do anything with the feedback you get. But by 2025, 52% of contact center leaders plan to have completely unified contact center systems.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

NOVEMBER 21, 2019

But simply adding three new channels isn’t enough when those channels don’t help your customers actually resolve their issues. Likewise, sending out surveys doesn’t work if you don’t do anything with the feedback you get. But by 2025, 52% of contact center leaders plan to have completely unified contact center systems.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

Nicereply

DECEMBER 19, 2022

This, in turn, leads to high customer lifetime value (CLV), reduced churn, and lower customer acquisition costs. PS: Nicereply makes it easier than ever to gather CSAT data without pestering customers with long surveys. Four Strategies to Boost Customer Experience. Map Your Customer Journey.

Customer Experience 52

Customer Experience Journey mapping Feedback Engineering 52

The Center for Client Retention

DECEMBER 3, 2019

CSAT Surveys & Analytics Make the Perfect Marriage. Even Frederick Reichheld, the father of NPS, is forecasting data and text analytics as the new way to uncover customer sentiment and satisfaction since he feels that, in many cases, surveys have become “less meaningful,now that they’ve become inescapable.”

Customer Experience 62

Customer Experience Surveys Healthcare Analytics 62

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178