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3 Tools to Measure Authentic Customer Emotions in Real-Time

Beyond Philosophy

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. Let’s take a look at a few different ways you can get feedback on customer emotions.

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Seizing the Digital Future in Customer Experience Transformation 

COPC

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

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A beginner’s guide to benchmarking customer effort with Tethr

Tethr

In this guide, we’ll cover the basics of that new feature: benchmarking for customer effort. What is benchmarking for customer effort? Benchmarking, by itself, is probably a familiar concept for astute readers. So, what is benchmarking for customer effort? How Tethr’s benchmarking feature works.

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Artificial Intelligence and Customer Experience: The Beginner’s Guide

JustCall

Using Artificial Intelligence (AI) to improve your customer experience is a benchmark most businesses want to achieve, and probably even surpass today. The North Star for customer-first organizations is building a symbiotic relationship between AI and CX balancing human capabilities and technical skills. billion by 2030.

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Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

Now, when I say value, I’m talking about which emotions make people spend more money, and make people give you better Net Promoter Scores. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). To listen in , please click here.

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Five Ways to Keep Your CX Program Alive and Well in 2019

Beyond Philosophy

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Segment your customers into personas.

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Customer Experience Challenges According to 15 CX Experts

Lumoa

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX