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.

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

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.

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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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.

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

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

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.

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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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

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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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.

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.

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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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

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

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.

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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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

Retailer's Guide to Beacon Technology


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

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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.

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

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

[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

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Top 7 Customer Experience Trends and Predictions for 2018


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

[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.

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


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

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Are you customer-centric? I bet you're not, and here’s why


You will never achieve customer-centricity if you are not considering digital analytics and Voice of the Customer (VoC) from the perspective of a single customer experience, regardless of the channels involved. Digital Marketing Voice of the Customer

4 Ingredients of a Successful Customer Experience Program


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

Adobe Summit Recap - Make Experience Your Business


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

[Free eBook] What's Driving Your Web Analytics?


Today, every data driven organization lives and breathes web analytics, from page views to bounce rates to time on site. However, the reality is that web analytics only tells half the story. It can tell you what happened but it can’t tell you why it happened. Digital Marketing

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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.