Kayako

AUGUST 23, 2017

Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Surveys come in all shapes and sizes. Done correctly, surveys can improve all departments in your business: Your product team can use them to find product-market fit and get customer feedback.

Feedback 153

Feedback Survey Net Promoter Score Effort Score 153

ijgolding

AUGUST 13, 2017

However, surveys have shown that certain businesses enjoy significantly higher click through and conversion rates with their emails than others. Email marketing is the digital equivalent of direct-mail marketing and in spite of social media’s recent rise in the marketing and communications department , it continues to produce results.

Communication 123

Communication How To B2B Customer Centricity 123

Bob Hayes

AUGUST 21, 2017

Consider CRM systems, surveys, social media sources, telemetry systems, and publicly available data sources; using the combined power of statistics and today’s processing capabilities, these sources of data can help businesses model the processes that drive the customer customer experience (CX). Improve CX surveys. Detect fraud.

Customer Experience 103

Customer Experience Retail Analytics Social Media 103

Alida

AUGUST 10, 2017

If you’ve seen The Up Series , which interviews people every seven years, you’ll know that a longitudinal study can deliver much richer data than one-time surveys. Have a conversation with your insight or strategy team about frameworks for gathering and sharing evidence into “what works.”

Measurement 147

Measurement How To Effort Score Study 147

Advertisement

When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts?

Self Service

Enalyzer

AUGUST 30, 2017

Traditionally, incentives are given when trying to survey “non-responders”, aka people that don’t answer surveys, such as doctors. I mean, they’re busy – like really busy – and your survey just doesn’t seem to be worth their while, unless they get something in return. Thank us later. Did you know?

Survey 54

Survey Course Social Media Groups 54

ProProfs Chat

AUGUST 31, 2017

Implement an automatic short feedback survey with questions like “Are your issues resolved?”. Your Customer Satisfaction Score is as easy as it sounds, and everyone, from business professional to customer -especially customer- have come across this simple little satisfaction survey at the end of a conversation.

Wait Times 98

Wait Times Effort Score Comparison Metrics 98

Advertisement

While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.

Feedback

Advertisement

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Contact Center