Do you know a rising CX star? Nominate them for the 2022 Emerging Leader in CX Award. Deadline Extended to July 6, 2022. Learn more here.
There is a lot of talk about leveraging AI for the Customer Experience (CX). This blog is intended to break down some of the key types of AI that can be used in contact centers for seamless customer experience interactions, and discuss some of the challenges and opportunities for the integration...
A while back, one of my service providers sent me an invitation to fill out a survey. As I’ve stated before , sometimes CX people can be the best or the worst when it comes to such things. I will usually only fill out a survey when I know that I have something positive to say about an...
In my own experience as a VoC manager, the company-wide engagement my team facilitated was instrumental in keeping our largest (and highly influential) customer from defecting, even though this customer’s CEO stated his intention to switch suppliers. We influenced dozens of teams each year...
Companies everywhere use surveys to measure customer satisfaction. But are their surveys good? When thinking about how to improve survey results, the usual path a company goes down is this. First, a company buys a license to a platform like Qualtrics, Medallia, or SurveyMonkey. They...
I received another one just this morning, and you may have also. It’s an email from a company that just loves its Customers, but implores them to not write back. So emphatic are they about how important their Customers are to them that they explicitly go out of their way to forestall...
I’m always championing active use of your Voice of the Customer (VoC) insights. After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them, that’s a huge waste of resources. Normally when I talk about that, I’m referring to the importance of...
With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Customers’ feedback in a variety of formats. I’ve seen some pretty amazing uses of this new world of business analytics and...
Okay, so this is going to be controversial. Scandalous, even. But I’m going to come right out and say it: Please stop with the KPIs. Just quit it already. Whether you’re using NPS, C-SAT, CES...whatever it is, you’re only hurting your own CX efforts. And I’ll tell you why: ...
1-Minute read. A life of better surveys. While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong. Customer Success Directors know that surveys are complex. At the same time, they are charged with getting the survey done! That’s probably why one...
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The 5 Biggest Aha Moments From “THE STATE OF CX ANALYTICS 2021” Study For a few years, CX research tech is booming, empowered by emerging tech. Despite the exploding variety of tech, the state of execution is in a mixed state. Companies are looking for orientation. What are the...
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