Horizon CX
JULY 15, 2019
It would be safe to say that advances in technology in and around learning have facilitated a lot more capability for successful online learning. My learning here was both interactive and memorable—two key learning elements. Now let’s take this to the current state of learning around the Customer Experience discipline.
Horizon CX
DECEMBER 31, 2018
Technologies applied to CX have rapidly accelerated and many of them are becoming more accessible due to lower barriers of entry. Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations.
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InteractionMetrics
JUNE 19, 2023
Founded in 2004, Stanford University’s Hasso Plattner Institute of Design broke down Design Thinking into five distinct phases: Empathize : Understand your customer. Customers began to expect intentional, planned, and positive interactions with technology. Walk in their shoes. The solution was the iPhone. Apple had set the bar.
CSM Magazine
APRIL 5, 2018
While the reality of super intelligence may be a few decades away, contact centres are experiencing the now of this technology and asking themselves whether increased automation will also mean an increase in P45s. Video chat consistently gives you 90+% NPS and CSAT ratings. Text chat has less than 60% and ChatBots even less.
Horizon CX
JANUARY 6, 2020
In an MIT Sloan Management Review article published in 2004 entitled (coincidently enough) The Power of Moderation, author Herve Laroche discusses the downside of being a high-involvement individual within an intensity-driven organization and what he sees as the need for more moderate adherence.
CX Workout - Ideas Blog
DECEMBER 22, 2020
This was then followed up by asking NPS for both brands. Below are the collective NPS scores for the brands that went above and beyond and the brands that let people down. Our exploration of NPS illustrates that how brands interact with their customers is more critical in 2020 than ever before. About Decooda.
ProProfs Chat
SEPTEMBER 20, 2019
Because, while customers have embraced digital technologies to make collecting responses easier, they have become more aware and guarded about the information they are willing to share. This is where the Net Promoter Score (NPS) comes in. Invented in 2004, NPS was called the “the one question you’ll ever need.”
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