2017 Effort Score Magazine 
Talkdesk
AUGUST 7, 2017
This piece was originally written by Ernest Wong for Opentalk magazine. Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . These companies are able to identify customers at risk of churn and proactively engage in retention efforts.
Talkdesk
AUGUST 7, 2017
This piece was originally written by Ernest Wong for Opentalk magazine. Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . These companies are able to identify customers at risk of churn and proactively engage in retention efforts.
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CSM Magazine
APRIL 3, 2018
Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. The average rating of the industry is unchanged from 2017. effort (how easy is it to work with the company?),
CSM Magazine
JULY 14, 2017
Contact centres are on the frontline when it comes to customer experience, so with pressure mounting, many are asking how they can further their customer satisfaction (CSAT) scores. Remove drivers of customer effort. The modern customer is used to getting what they want, when they want it.
Currency Alliance
JUNE 19, 2019
This was my second year on the judging panel at the Loyalty Magazine Awards. What is great about The Loyalty Magazine Awards is the willingness to share why each brand won their award or received special recognition – which allows us, as practitioners, to learn, and not just enjoy the gin fizz. This effort is a marked improvement.
Storyminers
JULY 6, 2020
As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Aimee Lucas. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.
Currency Alliance
JUNE 11, 2019
in 2017[vii]. Granted, such efforts have underpinned the early successes of neobank startups. By 2017, the bank claimed to have saved 250m wasted customer hours a year by ‘shaving minutes and hours out of every process and interaction’. Card attrition rates rose to 15% in 2018 from 10.5% CX enhancements at scale.
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