IntouchInsight

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

IntouchInsight

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

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

IntouchInsight

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

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Six Tech Essentials to Streamline Your Restaurant’s Operations

IntouchInsight

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

7 Reasons Why Your VoC Program Is Not Improving Customer Experience

IntouchInsight

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

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

7 Proven Strategies to Boost Survey Response Rates

IntouchInsight

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

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How to Analyze Qualitative Customer Feedback

IntouchInsight

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

3 Ways Convenience Store Retailers Can Collect More Customer Feedback

IntouchInsight

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

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4 Steps to Improve Your Franchise's Customer Experience

IntouchInsight

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

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5 Stories of Great Customer Experiences That Would Make Mom Proud

IntouchInsight

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

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

IntouchCheck: New Year, New Features

IntouchInsight

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

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Simple Tricks to Keep Trade Show Attendees Focused on Your Booth

IntouchInsight

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

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

IntouchInsight

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

How Cannabis Retailers Can Responsibly Sell Marijuana

IntouchInsight

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

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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

IntouchInsight

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

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

IntouchInsight

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

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

IntouchInsight

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]

IntouchInsight

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

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.

10 Essential Restaurant KPIs to Measure Customer Experience Success

IntouchInsight

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

Delivering a Seamless Customer Experience: Lessons from Forrester CX SF

IntouchInsight

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

IntouchInsight

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

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

IntouchInsight

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

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

What Multi-Location Businesses Should Know About Reputation Management

IntouchInsight

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

4 Ways to Build Customer Loyalty for Convenience and Gas Retailers

IntouchInsight

Here are four ways to keep customers loyal at your convenience and gas chain

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Top Takeaways from CXPA Insight Exchange 2018

IntouchInsight

Our top takeaways from the CXPA Insight Exchange 2018, a conference all about customer experience

Customer Experience Executive Search: An Interview with Christopher Rios

IntouchInsight

Christopher Rios, CX Executive Search Leader shares how and why he builds his recruiting practice around customer experience

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

How to Fix the Quagmire of Too Much Customer Experience Data

IntouchInsight

More data can mean more problems. Learn how to transform your customer experience data into meaningful insights and take action to drive ROI

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4 Ways Restaurant Mystery Shopping Improves Customer Experience

IntouchInsight

Find out if your staff are delivering what customers really want with restaurant mystery shopping

How to Use Technology to Improve Long-term Construction Worker Safety

IntouchInsight

Here are some of the latest advancements in construction technology and how it's keeping workers safe

Mystery Shopping and Customer Satisfaction Surveys: Customer Interview ABC Fine Wine & Spirits

IntouchInsight

Learn about how one of our top customers is always improving customer experience at their locations with mystery shopping and customer satisfaction surveys

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Three Customer Experience Lessons from Forrester’s 2018 CX NYC Forum

IntouchInsight

Three stories and lessons learned from customer experience professionals at Forrester’s 2018 CX NYC Forum