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The What. The So What. The Now What. From Customer Experience Data to Outcomes.

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CX thought leader, Annette Franz, discusses the key components required to go from customer experience data to customer experience outcomes

Data 329

The Customer Experience You Didn't Know About

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CX thought leader, Colin Shaw, shares research into how the subconscious plays an important role in the customer experience

Humanizing the Customer Experience

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In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience

Maximizing the Employee's Role in the Customer Experience

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Learn how to maximize the employee's role in the customer experience

How To 176

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

The “What’s Next” of Journey Mapping

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CX thought leader, Jeannie Walters, shares tips for getting the most value from your journey mapping initiatives

Tips 237

The Real Key to Customer Loyalty

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CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand

The Real Key to Customer Loyalty

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CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand

Everything You Need to Know About Mystery Shopping in Under 90 Seconds [Video]

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Watch now! A 1 minute and 20 second overview of what your business can gain from implementing a mystery shopping program at all of your locations

Video 215

Learn How to Develop a Journey Mindset

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Our recent webinar featured special guest, Kerry Bodine. Watch this on-demand webinar now to learn how to develop a journey mindset at your organization

How To 156

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

7 Reasons Why Your VoC Program Is Not Improving Customer Experience

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What is it that prevents many customer experience (CX) pros from improving CX through the VoC? Here are seven reasons

7 Proven Strategies to Boost Survey Response Rates

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Create surveys your customers will want to complete with these 7 strategies that will boost your survey response rates

4 Steps to Improve Your Franchise's Customer Experience

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Learn how to improve customer experience at your franchise with four useful steps

How To 172

Simple Tricks to Keep Trade Show Attendees Focused on Your Booth

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This blog covers 8 trade show tricks for improving attendee engagement, and turning attendees into qualified leads

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

3 Ways Convenience Store Retailers Can Collect More Customer Feedback

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Gathering customer feedback can be a challenge even from your most loyal customers. Here are three strategies convenience store retailers should use to collect more customer feedback

Retail 187

Moments that Matter: Your Journey Mapping Questions Answered

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Journey mapping expert, Jim Tincher, explains how to drive action from journey maps, the importance of involving the entire organization in the process, and how anyone can get started by focusing on the key moments that matter in the customer journey

5 Stories of Great Customer Experiences That Would Make Mom Proud

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Here are five stories of great customer experience moments recounted by employees at Intouch Insight, that would make moms across the country proud

Six Tech Essentials to Streamline Your Restaurant’s Operations

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Six technologies that can streamline your restaurant operations and improve your restaurant’s relationship with its customers and staff in the process

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.

3 Ways to Get the Most Value out of Your Mystery Shopping Program

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Learn more about how mystery shopping helps improve customer experience at your business

How to Analyze Qualitative Customer Feedback

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Learn how collecting qualitative customer feedback can help you gain more value from your voice of the customer program and make more targeted CX improvements

Why Employee Engagement Is the Most Important Link in Your CX Value Chain [Video]

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Cameron Watt, President and CEO at Intouch Insight discusses how we can use technology to engage and leverage frontline employees

IntouchCheck: New Year, New Features

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Learn more about some of the exciting new IntouchCheck features that have just been released

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How Cannabis Retailers Can Responsibly Sell Marijuana

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There are many nuances with the laws and regulations of the recreational use and sale of cannabis. Here's how cannabis retailers can responsibly sell marijuana

Retail 158

The Customer Experience Landscape: Interview with Jim Tincher (Part 1)

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We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018. Customer Experience Management

LiaCX Customer Experience Management Software [Video]

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Meet the latest addition to the Intouch product family, our customer experience management software, LiaCX

Mobile Apps: How Top QSR and Convenience Store Brands Measure Up

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Learn how customers rank their experience using the mobile apps of top QSR and convenience store brands. Watch the video

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Delivering a Seamless Customer Experience: Lessons from Forrester CX SF

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Read this blog for three key takeaways from Forrester CX SF that will help you design and deliver a seamless customer experience

Strategies for Improving Restaurant Efficiency and Guest Loyalty

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Learn how to streamline your restaurant operations to improve the customer experience and drive guest loyalty

10 Essential Restaurant KPIs to Measure Customer Experience Success

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Learn about 10 restaurant KPIs linked to CSAT, customer loyalty, and employee engagement to help you measure the success of your CX programs in your restaurant

2-Minute Video: What You Need to Know About Mobile Form Software

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Watch now! A 2-minute overview about how you can use IntouchCheck mobile form software to build your own mobile forms, save time, and find & fix issues faster

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

What Multi-Location Businesses Should Know About Reputation Management

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Learn why reputation management is important for multi-location businesses, and how to proactively monitor and manage your brand's reputation