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Customer Change Customer Service Representative Return on Investment Customer Journeys User Experience Loyalty Net Promoter Score Effort Score Communication Customer Base More Related Topics >
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How Will Automation, AI and IoT Shape User Experience?

Answer Dash

NOVEMBER 21, 2018

Disruptive businesses like Netflix realised this early on and created intelligent algorithms which were able to predict and recommend what customers might want to watch next. In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010.

User Experience 75
User Experience Social Media Interaction Customer Service Representative 75
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How to Measure Customer Experience: CSat, NPS and More

Comm100

APRIL 12, 2018

Customers irritated by being asked for feedback can undermine your CSat scores and response rates. Invasion of privacy – Again, the flood of unsolicited emails, sales calls, and spam emails have eroded many customers’ confidence in companies. Customer Effort Score (CES). Negatives of NPS.

NPS 154
NPS Measurement Effort Score Customer Experience 154
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