Truthlab

What is Digital Engagement?

Truthlab

Customers drive your business, and their happiness supports your business. Making your customers happy starts within your business, meaning you have full control over the situation.

CJM Series, Part 3: 5 Pitfalls of Customer Journey Mapping and How to Avoid Them

Truthlab

Reading Time: 3 minutes You’ve overcome objections to journey mapping, gathered the necessary resources, and organized a team to tackle the project. Now what? It’s time to begin mapping, but don’t fall victim to these 5 pitfalls: 1) Lack of scope.

How to Support the Customer Experience Across the Organization

Truthlab

Reading Time: 2 minutes CX is not a department or a discipline. It’s religion. And that means you have to have believers from top to bottom and across every function.

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B2B Customer Experience: 3 Tips to Take From the B2C Playbook

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Reading Time: 2 minutes Earlier in the week we talked about sticking to the fundamentals and how B2C has led the way in prioritizing customer experience. Now its time for us to take a page from their playbook!

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The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Falling Under the Magic Spell of NPS Undermines a Focus on Quality Customer Experience (CX)

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Do you have a good Net Promoter Score (NPS)? Great, but that’s not enough. Dig deeper if you want great end-to-end customer experience (CX). Dig deeper if you’re going to retain those “promoters” and convert those “detractors” into satisfied customers.

International User Testing is Critical

Truthlab

Reading Time: 3 minutes You’ve developed a great product, tested and refined how it works, and successfully strategized how to get it into the hands of buyers.

How To 145

5 Ways to Improve Your B2B Customer Digital Engagement

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Engaging your customers across all channels is a requirement these days to keeping your customers happy, and customer digital engagement starts within your organization.

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7 Examples of Survey Bias and How to Minimize It

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Survey bias is the tendency for some extraneous factor to affect survey results in a general, systematic way so the that results are “pushed” or “pulled” in a specific direction that is different from the target population as a whole (Alreck & Settle, 2004; Fowler, 2013).

Setting the Stage: 6 Steps to Prepare for Analyzing Open Response Survey Questions

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Open-response survey questions are a great way to gather exploratory data. They are often most useful during preliminary research when researchers don’t know what options to give respondents for a forced-choice question.

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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.

Analyzing Survey Data: Mean Measurement

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When analyzing your survey, there are nearly infinite ways to look at your data. It may be helpful to think about different types of data in terms of how they can be measured to determine central tendencies of each.

Analyzing Survey Data: Median Measurement

Truthlab

When analyzing your survey, there are nearly infinite ways to look at your data. It may be helpful to think about different types of data in terms of how they can be measured to determine central tendencies of each.

Analyzing Survey Data: Mode Measurement

Truthlab

When analyzing your survey, there are nearly infinite ways to look at your data. In our last article, we reviewed the types of data you may encounter. Now, we will examine the measurement of those data types.

4 UX Research Data Types and How to Collect Them

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Surveys are expensive and time consuming to develop, run and analyze. After a survey has closed, there’s not much that can be done about a confusing question or data types you want to analyze in a specific way that were not collected.

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.

Great Survey Design: 4 Ways to Build a Better Mouse Trap

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Press Release: Truthlab Reports Strong New Customer Growth and Launches HEAP for Colleges

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10 Key Components to Include in Your B2B UX Testing Checklist

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When starting a new project, there is a lot to prepare for. You need to know what type of usability testing you are doing, how many people you test with, what tools will be best for the job, how to best present findings so internal teams will be receptive to changes. Here are 10 steps […].

B2B 72

B2B Differentiation: Strategic Steps to ‘Building Buy’ in the Experience Economy

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Can experience be commoditized? Are we already there in the B2B Experience Economy? How will we know when the process of intentional experience design evolves from being a product differentiator to something that is an expected part of the total package?

B2B 68

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.

The Rise of Human Factors in Mainstream Education

Truthlab

Reading Time: 3 minutes Trying to find the UX-type accredited degree programs is often like trying to find a needle in a haystack.

What I learned about Entrepreneurship from Competitive Surfing

Truthlab

Reading Time: 3 minutes I am no Kelly Slater. It wasn’t a tough decision as to whether I go to college or try my hand full-time on the pro tour. I went to college.

Dishonest Design Comparisons: Giving Enterprise Designers a Fair Shake

Truthlab

Reading Time: 3 minutes The most dishonest meme in all of design is the “Your Companies App” labeling a clunky digital interface with tons of buttons and that of Google with just a search bar and Apple with just a button.

Video Is Now Big Data, Too

Truthlab

Reading Time: 2 minutes If you’re like most, the phrase “big data” probably conjures up thoughts of giant databases being flooded with torrents of real-time data such as all the purchases in a grocery store chain or all the Web searches in the past 24 hours.

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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.

4 Ways for B2B Companies to Connect with Generation Z

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Generation Z is the generation following the Millennial generation and is projected to be the largest generation since the Baby Boomers. They are known as the 8-Second Generation or Generation We. Like other generations, Gen Z can’t help but be products of and respond to their environment.

FIFA World Cup: Translating the Fan Journey to the B2B Customer Journey

Truthlab

Reading Time: 3 minutes After a 28-hour journey of flights and layovers, the sensation of being fresh and excited for a new adventure is not what most would expect to experience – and I didn’t, at least not right away.

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Craft your Design Skills by Following these YouTube Channels

Truthlab

Reading Time: 3 minutes When it comes to design and development, there is always more to learn and new ways of seeing things. To keep a fresh perspective, brush up on skills and gain new ones, I follow several creators on YouTube.

React Challenge: Working with draggable and resizable components

Truthlab

Reading Time: 4 minutes One of our popular features is the ability to create clips from research videos. A given research session has a handful of key observations that showcase the customer’s pain point or highlight.

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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.

Why Do Customer Emotions Matter?

Truthlab

Reading Time: 3 minutes Not only are the emotions of customers an ethical concern for companies, they are also a very practical concern. Users are technologically savvy and can differentiate between products that give them short-term satisfaction and those that will benefit them in the long run.

5 Things You Need to Know About Touchpoints

Truthlab

Reading Time: 3 minutes Many in the CX space like to talk about touchpoints—a lot. Touchpoints are an important term, but like so many business words, they can easily flow from “word” to “buzzword” in a blink of an eye.

Don’t Ask People What They Would Do: Just Watch Them Do It

Truthlab

Reading Time: 3 minutes Focus groups, user surveys and interviews, and opinion polls are all great tools, but they are not a substitute for user testing.

Not My Job: Evolving Design Discourse

Truthlab

Reading Time: 3 minutes One of my favorite programs is a bit on the show “Wait Wait…Don’t Tell Me!” called “Not My Job”.

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).

Vlog Series Part III: Digital Transformation & The Customer Experience

Truthlab

Reading Time: 3 minutes Chris: So, now that we’ve built a journey map, and we’ve validated with customers, we’ve interviewed them, we understand their needs and desires; how do you improve it and know that you’re actually improving their experience? Kirsty: Sure.