TechSee
JANUARY 7, 2020
Even though 61% of the telcos in question tried to retain their customers after they canceled their contracts — usually by offering a discount or an apology — their efforts were evidently unsuccessful. Customer analytics and insight tools predict customer behavior, enabling providers to strategize the best tactics to improve retention rates.
Pointillist
MARCH 20, 2020
Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world? So, how are leading enterprises using customer journey analytics in the real world?
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PeopleMetrics
JULY 31, 2018
Enter text analytics. Humans are the most expensive method to make sense of unstructured comments—often prohibitively so, because not only are they expensive knowledge workers, but also the effort doesn’t scale. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available.
SurveySparrow
JUNE 27, 2021
And one simple way to make this dream come true is by measuring customer net promoter score. Here’s our compilation of 12 interesting facts on NPS score to help you understand this metric a little more. What Is A Customer Net Promoter Score? Fact 1: The NPS Score Is The Simplest Customer Experience Metric You’ll Find.
Tricia Morris
FEBRUARY 26, 2016
Does adding service channels, leveraging customer feedback and analytics, empowering agents with easier access to knowledge and creating a more customer-centric culture really make that big of a difference to an organization’s productivity and bottom line?
Pointillist
SEPTEMBER 10, 2020
Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. The amount of time and effort necessary to maintain rule-based workflows is excessive and ultimately, ineffective.
Clarabridge
JANUARY 24, 2017
Watch out for these blindspots in your own customer journey efforts. Remember when we all learned about Net Promotor Score? How about Customer Effort Score or Employee Engagement Scores? She’s worked with Verizon Wireless, Allstate, Bath and Body Works, Orangetheory Fitness, Citrix and many others.
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