IntouchInsight

Cultivating Trust in Times of Change: An Interview with Jeanne Bliss & Erin Fenn

IntouchInsight

Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust

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Top Tips to Craft the Best Mystery Shopping Program

IntouchInsight

Mystery shopping works. But, to reap the rewards, you need the right program, the right questions, and the right partner. Mystery Shopping Virtual Mystery Shopping Customer Experience Measurement

Tips 156
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CX Tech Top-ups for November- New Dashboard, Integrations, and More!

IntouchInsight

This month we have rolled out several new product features in the Intouch Platform and IntouchCheck™ that we are so excited for you to begin using. Customer Experience Management Product Updates New Features

Consumer Habits: How Petro-Convenience Stores Can Prepare for 2022

IntouchInsight

Since the early days of the COVID-19 pandemic petro and convenience stores have demonstrated just how nimble they can be by rolling out new operational initiatives and last mile services.

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

Consumer Habits: Aligning Restaurants with the ‘New Normal’

IntouchInsight

As the days get shorter and the weather gets colder, many of us will start turning to our favourite restaurants for some much needed comfort food. But what does the relationship between patrons and food establishments look like within the context of the 'new normal'?

Consumer Habits: What Retailers Need to Know for the Holidays

IntouchInsight

Fall is finally here! As the weather cools down and retailers ramp up for the holidays, let us be the Goose – no, not the Christmas kind – to your Maverick with our latest Changes in Consumer Habits report. Retail Grocery Consumer Habits

3 Reasons You Should Be Using Mobile Inspection Software

IntouchInsight

Regular operational audits and site inspection are invaluable methods to ensure your brand standards are being executed consistently across your business. But too many businesses are still executing their inspection process using now archaic paper forms. Mobile Forms Operational Audits

CX Tech Top-ups for September- Three feature updates!

IntouchInsight

A new month means new product updates from Intouch Insight. We have introduced several new features across our platforms and can’t wait for you to try them out. Customer Experience Management Product Updates New Features

Consumer Behavior & COVID Adjustments in Convenience Stores

IntouchInsight

After a rollercoaster of a year, Cameron Watt, President and CEO of Intouch Insight, was back and in person at the 2021 Outlook Leadership Conference in Los Angeles!

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

The Many Faces of Mystery Shoppers

IntouchInsight

If you've followed our blog you’ll know that mystery shopping is one of the main channels we recommend for customer experience measurement. But who exactly are mystery shoppers can still cause some confusion. Mystery Shopping Virtual Mystery Shopping Customer Experience Measurement

CX Tech Top-ups: Three feature updates!

IntouchInsight

As summer is winding down and we start to look ahead to the fall, our teams have been working to release continuous enhancements that will make it easier to get more from the tools you use everyday! This month, we have launched several new features across LiaCX® and IntouchSurvey™.

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Strategies for Customer Experience: Measurement 101

IntouchInsight

A customer experience management (CEM) program without a measurement strategy is like having a sports car without any gasoline. Data is the fuel that powers an effective program - helping to set benchmarks, track the impact of your actions over time, and inform future initiatives.

Incorporating Customer Feedback in your Business Planning

IntouchInsight

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

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

CX Tech Top-Ups: Save Time Like a Pro with These 5 Feature Updates

IntouchInsight

At Intouch Insight, we’re constantly working on rolling out new features that will help you reach the top of your game. We have introduced several new additions across our platforms and can’t wait for you to use them. Customer Experience Management Product Updates New Features

Changes in Consumer Habits | A Closer Look at the Restaurant Industry

IntouchInsight

In this report, we look at the implications that COVID-19 has had on consumer habits as they pertain to the consumption of take-out and dine-in food and beverages, as well as how the restaurant industry will need to adapt in order to meet new health and safety guidelines

Experiences that Matter

IntouchInsight

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

Changes in Consumer Habits | Download the Report

IntouchInsight

Read about the findings from the large-scale survey we conducted in early May, on changes to consumer behaviors since the inception of COVID-19. Leveraging our platform, we received over 2000 responses and identified some pretty amazing findings

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2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Measuring Customer Experience During a Global Crisis (Part 2)

IntouchInsight

Now is the time for businesses to get to know and become comfortable with the post-pandemic customer experience; measuring the effectiveness of new processes, where to eliminate obstacles, while providing safer experiences for all

Experiences that Matter - Volume II

IntouchInsight

We are so proud of the work our clients are doing in there communities and want to try and share these positive stories. Follow #ExperiencesThatMatter on social media to keep up to date. Here is our latest round-up to catch you up

Employee Experience – Good for Employees, Good for Business

IntouchInsight

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.

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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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

The Key to Cultivating Loyalty: Taking Action on Customer Feedback

IntouchInsight

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

Celebrating Inclusivity at Intouch Insight

IntouchInsight

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

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

IntouchInsight

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

How to Succeed in the Age of Covid-19

IntouchInsight

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

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

The Customer Experience You Didn't Know About

IntouchInsight

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

Protecting Your Brand by Harnessing the Power of Consumer Intent

IntouchInsight

Find out how to anticipate needs and understand consumer behaviour and intent as businesses are forced to shift away from their traditional sales model

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

IntouchInsight

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

Humanizing the Customer Experience

IntouchInsight

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

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Top 5 Tips for Better CX Program Measurement

IntouchInsight

Given the importance of continuous measurement to the long term success of any CX program, we've collected our top 5 tips for helping CX and Operations leaders and practitioners keep up with the deluge of data