iPerceptions

CX Metrics Series: Purchase Horizon

iPerceptions

This is Part 6 in a series that examines key Customer Experience (CX) metrics that every Voice of the Customer (VoC) program should measure to better understand the visitors’ digital experience. In this post, we look at a metric that provides the only way to truly know when your visitors are intending to buy: Purchase Horizon. Customer Experience

Why Voice of the Customer Research Will Be Even More Important in the Age of GDPR

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GDPR may be one of the hottest topics in the business world today, causing many organizations to rethink and revise how they approach many of their everyday practices. Voice of the Customer

How Feedback Can Transform Your Higher Education Marketing Strategy

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Picking what university or college to attend can be one of the biggest decisions you will ever make. It represents a huge investment of time and money, all with the hope of being part of a learning environment and obtaining a degree that will lead to a successful career. Voice of the Customer

4 Retail Technology Trends To Keep An Eye On

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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

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

4 Customer Experience Quotes To Help You Become A Better CX Professional

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It’s safe to say that the Customer Experience (CX) is now being discussed more than ever before. Customer Experience

Making Sense of the 2018 Marketing Technology Landscape

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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

The importance of every brand interaction and 4 more CX stories you should check out

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With April already behind us, it’s time to look at some of the Customer Experience (CX) articles, quotes, tips and stats that caught our eye this month. Customer Experience

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Adobe Summit Recap - Make Experience Your Business

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This year, my Adobe Summit experience started off a little differently. I went hiking. With the opportunity to take in the natural beauty of Red Rock Canyon, the experience was sensational, to say the least. But beyond getting some physical exercise, it turned out to be the perfect prologue to the keynote on Day 1 of the Summit – Become an Experience Maker. Customer Experience

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Retail Apps Are Outperforming Mobile Sites and 4 More CX Stories You Should Read

iPerceptions

March was a busy month in CX news and for iperceptions. We launched a new logo and tagline (learn more here ), we attended the Adobe Summit in Las Vegas and even published a new white paper that covers the best practices of running a Voice of the Customer (VoC) program. Customer Experience

Omni-channel vs. Multi-channel: What’s the Difference?

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As customers, we’ve reached a stage where we now expect to be able to interact with our favorite brands wherever, whenever and however it best suits us. Customer Experience

Top 7 Customer Experience Trends and Predictions for 2018

iPerceptions

2018 is already upon us, and as with every new year, we’re greeted with fresh new challenges, and a slew of new approaches to take them on. Customer Experience

Welcome to the new iperceptions

iPerceptions

Would you scale Mount Everest without a guide? iperceptions has been at the forefront of the Voice of the Customer (VoC) space ever since we were founded nearly two decades ago, helping the world's leading brands improve the Customer Experience (CX) at every stage of their customer journey. Today, we reaffirm our position as your experienced guide to a successful VoC program with the launch of our new logo and tagline

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

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

iPerceptions

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

UX vs CX: What You Need To Know

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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

4 Ingredients of a Successful Customer Experience Program

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The secret is out. Customer Experience is now one of the main competitive advantages that companies strive to obtain over their competitors, and is only gaining steam in recent years. Case in point, Econsultancy recently found that “optimizing the customer experience” was the single most exciting opportunity among marketers and ecommerce professionals in 2017. Customer Experience

[EBOOK] The Definitive Guide to a Successful Voice of the Customer Program

iPerceptions

Voice of the Customer (VoC) provides you the ability to understand and anticipate your customers’ needs, wants, perceptions and preferences so you can better meet their ever-growing expectations. In the age of the Customer Experience (CX) , these insights are paramount to designing an online and offline experience that is superior to what your competitors are offering. Voice of the Customer

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

Causation vs Correlation – What’s the difference

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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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3 Steps to Take The Headache Out Of A Website Redesign

iPerceptions

As Co-founder of iPerceptions, I have had the opportunity to help countless Fortune 500 brands do website redesigns. In my experience, it is one of the most critical digital projects a brand can undertake, but equally one of the most misunderstood. Digital Marketing

[WHITE PAPER] What you need to know about Voice of the Customer methodologies

iPerceptions

New research methods are constantly coming to the forefront. Every industry is inundated with the ‘next generation’ approach that will revolutionize their industry. Voice of the Customer

How to Conquer Cart Abandonment with the Voice of your Customers

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Great news! A purchaser has been shopping around on your website for a couple of weeks. Not only that, but they have also visited your competitors’ website, asked their friends for advice and read product reviews, and they have finally decided to make their purchase on your website.

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?

[QUIZ] How Customer-Centric Are You?

iPerceptions

Nowadays, a well-executed Customer Experience (CX) program is becoming a must for companies looking to get a step up on their competitors. But what does it take to be able to launch, manage and optimize a CX program? Customer Experience

Three Keys To Mobile Conversion Success

iPerceptions

Smartphones are a staple of consumers’ daily lives. But even in a world where mobile traffic now accounts for half of all global web pages served , digital marketers continue to struggle to figure mobile out. Digital Marketing

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

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

8 Must-Attend Customer Experience Conferences in 2018

iPerceptions

Looking to check out a CX conference in 2018 so you can get up to speed on the latest trends and converse with your peers, but struggling to choose which one? Are you on a strict budget and are not sure which conference is the best bang for your buck? If this sounds familiar, this blog post is for you. Customer Experience

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

What's Happening to the In-Store Experience?

iPerceptions

The rise of ecommerce has happened fast, and it won't be long before online sales outpace revenue from brick-and-mortar stores. Consumers are becoming more comfortable making purchases online, and the web offers a much wider range of products and services than physical store locations.

Top 3 Challenges CX Professionals Face Today

iPerceptions

Today, we live in the era of the customer experience. Consumers are empowered by technology and have more choices than ever. To stand out from the crowd, brands need to offer a flawless customer experience. This new paradigm shift is putting pressure on CX professionals to orchestrate a game plan that addresses this important aspect of modern business. Customer Experience

Top 5 Customer Experience Trends For 2016

iPerceptions

The new year is upon us and with it comes a new set of predictions. 2016 has already been pinned as the year of virtual reality and all things Facebook.

Customer feedback driving e-commerce testing and 4 more CX stories you should read

iPerceptions

Didn’t it feel like just yesterday that you came back from the holidays? One minute you’re sitting down planning your projects for the year ahead, next thing you know, it’s already February! Customer Experience

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Top 5 Customer Experience Trends For 2016

iPerceptions

The new year is upon us and with it comes a new set of predictions. 2016 has already been pinned as the year of virtual reality. With a new wave of predictions comes increasingly lofty expectations on marketers to leverage new technologies and deliver flawless customer experiences.

3 Principles You Can’t Ignore When Analyzing Text Feedback

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What do your customers want? This is a question that every company is striving to answer. Typically, the best method is to just ask.

Customer-Centric Roundup: October 2015

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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.

4 Things to Look for in a Text Analytics Solution

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When you really need to get inside the mind of your visitors, there is very little that can match the power of unstructured feedback. Text Analytics

Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!