Articles
Tag: cx metrics
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CX Decoded Podcast: Exploring the Customer Unhappiness Factor
CX Decoded catches up with Tomas Haffenden, who discusses his customer unhappiness model.
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Companies Are Misusing Net Promoter Scores: Here’s How to Fix That
Despite how revolutionary NPS was when it was introduced, it has some serious limitations when it comes to driving profitable growth.
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How Do You Make Customer Effort Score Data Actionable?
It's one thing to measure a customer's effort using your products or services but how do you take that data and make it actionable?
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What CX Professionals Can Teach the Federal Government — And Vice Versa
The US federal government has updated its CX framework. The question now is: Can CX professionals learn from it?
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Building a Customer Success Health Plan for 365 Days a Year
All too often customer success managers don’t proactively engage with customers and are then surprised (though they shouldn’t be) when the customer churns.
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Boost Your Voice of Customer Program With These Tactics
Marketers seeking to boost the effectiveness of their Voice of the Customer (VoC) programs can benefit from these best practices.
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7 Customer Experience Technologies That Pack a Punch
With so many available options, choosing the best technologies to boost CX can be a challenge. Here are seven to look out for.
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The Do or Die of Customer Experience ROI
ROI is a fundamental part of CX. It’s where we show what we contribute to the business, answering the question of how CX impacts the bottom line.
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