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.

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

Truthlab

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.

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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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.

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

Truthlab

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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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.

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7 Examples of Survey Bias and How to Minimize It

Truthlab

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).

5 Ways to Improve Your B2B Customer Digital Engagement

Truthlab

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

Truthlab

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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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.

Analyzing Survey Data: Mean 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: 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.

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

Truthlab

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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.

4 UX Research Data Types and How to Collect Them

Truthlab

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.

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

Truthlab

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10 Key Components to Include in Your B2B UX Testing Checklist

Truthlab

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 […].

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

Truthlab

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?

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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

4 Ways for B2B Companies to Connect with Generation Z

Truthlab

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.

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.

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.

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.

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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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”.

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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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.

The High Cost of Poor Customer Experience

Truthlab

Reading Time: 4 minutes In the age of customized newsfeeds and personalized advertisements, customer expectations are increasingly high. Customers have an overwhelming variety of products and services at their fingertips. They have louder voices and more choices than ever before.

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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From Value To The Experience Economy: What Happened To Just Getting A Good Deal?

Truthlab

Reading Time: 3 minutes The experience economy has changed how businesses create value once again. Rather than physical goods and services, the experience economy emphasizes, as one might expect, experience over everything else.

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.

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.

5 Simple Steps to Follow for Conducting a Successful Heuristic Test

Truthlab

Reading Time: 3 minutes Heuristic evaluation is highly effective, relatively inexpensive and time efficient. It is believed that a heuristic test (if done properly) will illuminate up to half of all usability issues, including those that are the most severe, in just about any user interface.

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.

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.

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.