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

Ask These 8 Questions To Contextualize The Digital Car Shopping Experience


In an industry as competitive as Automotive, finding ways to meet growing customer expectations has never been more critical for CX professionals. So, how can you better meet these expectations at every step of their journey, and help them navigate speed bumps along the way? Voice of the Customer

7 Must-Hear Customer Experience Podcasts


Whether you’re on your work commute, doing your everyday workout, or even just knocking out a project at work: listening to podcasts is becoming more and more part of our daily routines. Customer Experience

Closing the Customer Feedback Loop: 6 Essential Elements You Need


Customer feedback has no value gathering dust in your database. Acting on it, and in a timely fashion, is how you can convert this feedback into positive Customer Experience (CX). Customer Experience

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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.

3 Reasons Why Closed Loop Feedback is Key to Your CEM Efforts


A crucial part of Customer Experience Management (CEM) is not only putting in place the means to deliver great experiences for your customers, visitors or users.

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Who manages the CX and 4 more recent CX articles you should read


Every day brings about great insights, statistics and debates about the various aspects and minute details of the Customer Experience (CX) that it can be easy to lose track. Customer Experience

Top 5 Customer Experience Trends To Look For in 2019


In 2019, the heat will be turned up on Customer Experience (CX) professionals to design positive, memorable experiences that will attract new consumers, and keep existing customers from fleeing to their competition. Customer Experience

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

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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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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

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

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

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!

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

[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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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.

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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Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

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

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.

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

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.

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

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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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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6 Stats That Show How The Customer Experience Impacts Your Bottom Line


In the age where your customers have continuously-increasing buying power, Customer Experience (CX) is emerging as the key differentiator. Customer Experience

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

Retailer's Guide to Beacon Technology


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