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 Latest Discussions

  • Posted in: CXPA Open Forum

    The best IVR system I have ever experienced is one that keeps you informed about the anticipated wait time, then gives you the option of hitting #, entering your phone number, hanging up and getting...

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    Posted in: CXPA Open Forum

    I just read an article from McKinsey titled The Four Pillars of Distinctive Customer Journe ys regarding CX within financial institutions (so we are talking largely B2C here) and here's four quotes...

  • Posted in: CXPA Open Forum

    Hello Andrea, We find customers don't use a call back option when there is no certainty as to when the call back is going to happen. Usually messages like 'when you reach the front of the queue'...

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    RE: CX research

    Posted in: CXPA Open Forum

    I just reviewed the Customer Journey Mapping Research approach from Gold Research who does a great deal of this work in the CPG field and their ability to capture in-store customer/shopper insights...

  • Posted in: CXPA Open Forum

    Hello CX Community, I am seeking advice on industry standards regarding how the customer interacts with the IVR in terms of choosing to hold. Is it better to force the customer to a voicemail after...


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