CloudCherry
OCTOBER 25, 2018
On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? At IAG, Alp shared how they started a new initiative called “Listen, Learn, Act” after their NPS results showed a number of irritants that were frustrating their customers.
CloudCherry
DECEMBER 1, 2018
On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? At IAG, Alp shared how they started a new initiative called “Listen, Learn, Act” after their NPS results showed a number of irritants that were frustrating their customers.
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CloudCherry
DECEMBER 1, 2018
A CEM platform is nothing without a little help from its friends. And we at CloudCherry say this as a full-featured CEM platform ourselves. The problem with all of this data being segregated is that businesses can’t access it for use in their CEM programs. And here’s why. Put the survey down. Context is king.
CloudCherry
NOVEMBER 13, 2018
A CEM platform is nothing without a little help from its friends. And we at CloudCherry say this as a full-featured CEM platform ourselves. The problem with all of this data being segregated is that businesses can’t access it for use in their CEM programs. And here’s why. Put the survey down. Context is king.
CloudCherry
MARCH 19, 2019
“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. NPS can’t be your North Star. At what point does increasing NPS have decreasing returns? Reduce Costs.
CloudCherry
FEBRUARY 3, 2019
In 2018 Sirius Decisions ran a study that showed 54% of companies say their biggest challenge to data-driven marketing success is the lack of data quality and completeness. In 2018 85% of B2B marketers were not using their Marketing Automation to its full potential. The simple answer is you can’t back-track data, you have to start now.
Experience Investigators by 360Connext
OCTOBER 9, 2019
Collecting feedback, measuring Net Promoter Score (NPS) or Customer Satisfaction rates or any combination of metrics is not serving your customers if you don’t think bigger about what all of that data means and how you should act on it. .” This is a tall order for Intern Joe, but that’s how he was introduced.
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