Customer Experience Management starts with Effective Customer Data Analysis


Successful Customer Experience Management (CEM) is data-led, and customer data analysis is its foundational activity. Customer Experience

Key moments that medical centers can optimize using the Voice of the Patient


When it comes to selecting a medical center, patients now have the tools at their disposal to search for and compare the ones that best meet their needs. Medical centers are now expected to offer a positive Patient Experience (PX) that is critical to attracting and retaining patients.

16 Helpful Tips For How To Increase Your Survey Response Rates


Asking your customers to complete a survey is like starting a conversation with them. You should everything you can to approach your survey design as such. Voice of the Customer

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Figuring out the in-store mobile experience and 4 more CX stories you should read


Doesn’t it feel not very long ago that we were kicking our feet up, sipping eggnog and enjoying the holiday season? Customer Experience

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

6 Reasons To Consider A Full-Service Voice of the Customer Program


There is no questioning it; we are living in the age of the customer. Superior Customer Experience Management in 2019 is widely recognized as one of the most important and defining competitive advantages. Voice of the Customer

9 Must-Attend Customer Experience Conferences in 2019


The Customer Experience (CX) is one of the hottest topics in most industries. It is being discussed, researched and scrutinized as much as ever before, and with the level of impact that CX can have on your bottom line , it’s definitely for a good reason. Customer Experience

4 NGPX Sessions You Can’t Miss


When it comes to the Healthcare industry, one of the hottest topics being discussed is the Patient Experience. On November 27-29, 2018, the NGPX conference in San Diego will bring this topic to the forefront. Customer Experience

10 iperceptions blog posts to fine-tune your Customer Experience skills in 2019


Customer Experience (CX) is a vast concept - one that is intrinsically linked to each aspect of your organization.

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A boost in multi-channel holiday shopping and 5 more CX stories you should read


With Black Friday officially kicking off the holiday season just over a couple of weeks ago, we’re now in the midst of what is the busiest time of the year for many companies. Customer Experience

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

CX Metrics Series: Next Steps


This is Part 7 in a series that examines key Customer Experience (CX) metrics that every Voice of the Customer (VoC) program should measure to understand the visitors’ digital experience better.

3 Key Takeaways from NGPX 2018


What a week it was at NGPX 2018!

[QUIZ] Do you know the latest 2018 holiday shopping predictions?


You can feel it now when you’re walking around in stores or around the mall, or even just browsing your favorite websites. For this writer, I especially feel it the second I step outside and my eyes freeze from the sheer cold. It’s the holiday season! Digital Marketing

Mobile is disrupting the traditional customer journey and more CX stories you should read


Summer has seemingly flown us by, and with it many more great articles, tips and stats to help enlighten any Customer Experience (CX) professional in their CEM efforts. Customer Experience

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The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

iperceptions Platform Achieves HITRUST CSF® Certification


iperceptions has always been strongly committed to the security and protection of our clients’ information and that of their survey respondents. Today’s news is, again, proof of that. Product & Innovation

3 Ways Voice of the Customer Can Help Health Insurance Providers Manage the Customer Experience


In the age of the Customer Experience (CX) , consumer expectations are reaching an all-time high across all industries. The Healthcare industry, including health insurance providers, is no exception. Voice of the Customer

5 Key Skills You Need To Become A Digital Marketing Superstar


We live in a world dominated by technology. From smartphones to apps to wearables, consumers today are always connected. As a result, marketing has undergone a seismic shift. To reach, interact and delight their customers, marketers need to understand how to succeed in a digital world. Digital Marketing

6 Facts You Need To Know About The Mobile Experience


The mobile phone has transformed the world. We are now connected like never before with smart phones becoming our main gateway to the internet and the world. According to eMarketer, there will be over 30 million mobile-only internet users by 2016.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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.

How To Get The C-Suite Behind Your Customer Experience Initiative


The customer experience is critical to succeeding in today’s hyper competitive landscape. However, it will almost always require cross departmental support from marketing and IT to sales and finance.

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The true value of Voice of the Customer in Customer Experience Management


Data is only as valuable as what you do with it, and Voice of the Customer (VoC) data is no different.

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4 Retail Technology Trends To Keep An Eye On


Today retailers have an incredible challenge to make themselves stand out from the pack and keep consumers attention. Whether it’s the in-store experience in brick-and-mortar locations, or the overall omni-channel experience , retailers are looking at offering a unique customer experience as a way to differentiate themselves. Customer Experience

Customer-Centric Roundup: October 2015


The competitive arena of customer experience continues to influence how brands develop and evolve. Leaders across industries need to recognize how the customer experience is changing with time, and ensure that they make strides to improve their own programs.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

4 Customer Experience Quotes That Will Make You A Better Marketer


The customer experience in today's business world is central to the success and longevity of any brand. An Oracle report found that 97 percent of organizations stated improving customer experiences is critical to success.

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Retailer's Guide to Beacon Technology


With the power to drastically enhance the customer experience , beacon technology offers a lot of potential to retailers.

Retargeting 2.0 - Leveraging First Party Intent


There are many weapons in the digital marketer’s arsenal but few are as promising as retargeting. The beauty of retargeting is the ability to stay top of mind with your site visitors.

4 Ingredients of a Successful Customer Experience Program


Today, consumers have high expectations, are more informed and have the ability to switch brands at a moment’s notice. This new reality has forced even the most entrenched businesses to start focusing on the customer and providing an exceptional experience. Customer Experience

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Making Sense of the 2018 Marketing Technology Landscape


Brands are looking more and more to the Customer Experience (CX) as a way to differentiate themselves from their competitors. To offer a CX that stands out from the crowd, marketers need the technologies at their disposal that allow them not only to better understand the needs and behaviors of their customers, but also to be able to actually deliver these experiences. Digital Marketing

UX vs CX: What You Need To Know


Nowadays, it’s hard to find two topics that are as widely discussed in the business world as User Experience (UX) and Customer Experience (CX). Everyone knows that they want to do these things better than anyone else out there, and willing to sink a lot of resources into optimizing them. Customer Experience

[CHEAT SHEET] How to Get Your C-Suite to Buy-In to the Customer Experience


Customer Experience has now become one of the primary competitive advantages on which many companies strive to gain the upper hand in their industry. Customer Experience

[Infographic] The Power of Intent Driven Retargeting


Today we are awash with retargeting ads. It is now common place to see an ad for a product you looked up on Amazon pop up on your favorite news site.

The Rise of the Customer Marketer

From marketing backwater to starring role, this eBook by Influitive explores the changes taking place in customer marketing from the perspective of customer marketers themselves (and explains just why it’s so crucial to customer engagement).

Causation vs Correlation – What’s the difference


Data in the right hands can be extremely powerful and should a key element of any decision. One of the most famous quotes by American statistician, W. Edwards Deming is, “In God we trust. Everyone else, bring data.”. But too often than not, data can be misconstrued and misunderstood.

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