Articles
Are you exploring all of the ways to apply customer satisfaction results to unlock business insights?
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Here are some tips you can apply to improve the digital customer experience for your target audience.
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To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking?
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CX leaders are stewards of the customer voice throughout the organization: from ensuring it's accurately captured to representing it in company strategy.
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By using the IoT to give products a "voice," businesses can expedite the customer experience optimization circle.
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Customer experience professionals often see CX programs as an end in and of themselves, rather than the sum of many well-designed projects.
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The majority of companies are ineffective at working customer feedback into corporate decisions. Here's where they go wrong.
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Businesses that balance customer feedback and analytics alongside their product roadmap understand who they are — and who they want to be — as a company.
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Metrics such as lowest cost channel, call handle time and calls per hour still abound. While not inherently bad, they omit one critical thing: the customer.
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Though gathering and sharing data is of vital importance, brands can only actually reduce customer churn if they take action on what they learn.
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Not all feedback is equal, or indeed, useful. When analyzing feedback, you'll want to take a number of factors into account.
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Multiple stakeholders should be involved in developing customer journey maps, but who that means is a matter for debate.
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Two years ago, I was perfectly content to wait a couple of days for a purchase. Amazon Prime Now ruined me.
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As long as you’re soliciting customer feedback and then acting accordingly, your efforts will be rewarded.
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