Eptica

DECEMBER 16, 2016

The factors holding back emotional experience The problem probably stems from the fact that traditional customer experience metrics tend to ignore the emotional aspect of transactions. This will help managers understand why it’s important. Share this page on: Tweet.

Multichannel 49

Multichannel Metrics Benchmark Contact Center 49

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. In other words, metrics do not tell the whole story. Examples include interviews, focus groups, conversational analysis, and ethnography.

Metrics 89

Metrics Customer Service Average Handle Time Multichannel 89

Pointillist

APRIL 17, 2019

“A Customer Data Platform is packaged software that creates a persistent, unified customer database that is accessible to other systems” –CDP Institute. Marketers are using a variety of systems today to design, manage and measure multichannel campaigns. What are Customer Analytics Tools?

Analytics 51

Analytics Journey mapping Multichannel Government 51

Pointillist

MAY 23, 2018

Use a journey map to demonstrate the impact of customer emotions on business performance. This needs to be established in order for leaders to be open to understanding that the business metrics and scorecards typically used in these scenarios only tell part of the performance story.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. An even smaller number, 21%, were confident that they shared these metrics in an actionable way. AI can help you to: Better understand your customer experience data.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40