IntouchInsight

Incorporating Customer Feedback in your Business Planning

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Customer feedback is a critical tool for every business. It allows you to decide if you're going to follow the trends set by your competitors, or respond to what your specific customers are expecting as the world around them changes

Experiences that Matter

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7eleven, Wawa, Woodbine and Burger King are an inspiration, focused on protecting their customers and employees, while giving back to their community

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Employee Experience – Good for Employees, Good for Business

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Customer experience expert, Annette Franz, explains how to achieve the connection between employee experience and business performance

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

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Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

The Key to Cultivating Loyalty: Taking Action on Customer Feedback

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Your source for the best knowledge on collecting data to drive business improvements

Celebrating Inclusivity at Intouch Insight

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We continue to strive for excellence in all aspects of our business and to operate as a forward-thinking innovator, and as a champion of all people in technology, regardless of age, gender, or race

How to Succeed in the Age of Covid-19

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See how our clients use mobile forms to quickly take action and adapt to a changing buying environment, while continuing to serve their industry

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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

How to Measure Customer Experience During a Global Crisis (Part 1)

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Buying habits are changing, and now is the time to reconsider your customer experience strategy. Take this opportunity to reintroduce your brand to your customers and cultivate loyalty that extends far beyond the next few months

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Pro Tips: Key Takeaways on Building a Solid Foundation for Your Customer Experience Management Strategy

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We sat down with experts from Parkland Fuel Corporation and Forrester Research to discuss the keys to a strong Customer Experience Management program

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

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

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2019 In The Rear View

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The new year is

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ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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

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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

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 185

How Mystery Shopping Delivers Real Change

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Jeannie Walters, CCXP, shares why mystery shopping is the "rocket fuel" for improving your customer experience

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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

Your Guide to Mastering CX in 2020

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Are you looking for a way to turn your CX data into action? Is your CEM strategy optimized to meet your business objectives

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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

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

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

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

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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

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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

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

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

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

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

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

[Webinar] The State of Customer Education: Findings from Skilljar’s Benchmarks and Trends Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

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

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

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

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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

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.