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How to Measure CX Impact

Heart of the Customer

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. We CX folks love to discuss measurement. That’s because we spend so many of our waking […].

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Top CX Takeaways from the Frost and Sullivan CCW Conference

CX Accelerator

Summarized below are a few of the most popular trends coming out of the conference… Most of us are not ready for AI. A poll of the conference audience showed a great deal of inconsistently, with many rolling it up as part of Customer Service. Find out more about Frost and Sullivan CCW Conference HERE and I hope to see you in 2019!

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The Daniel Group Announces Its Annual CX Client Conference

Daniel Group

The Daniel Group will host its annual CX Client Conference on Oct. September 17, 2022 ( Newswire.com ) – The Daniel Group, a leading Customer Experience consulting firm, announces the theme of its annual client conference, Dollars & Sense: What’s Next in CX? This year’s conference will be held on Oct.

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How to Measure CX Impact

Heart of the Customer

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. We CX folks love to discuss measurement. That’s because we spend so many of our waking […].

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Lessons From Industry: The Product Conference

Gainsight

Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. On the other hand, product teams have all the quantitative feedback about product usage and other key indicators about the effort it takes to get value out of the product. Data tells us so many stories.

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Playing to Win in Customer Service

ShepHyken

When I’m in town – not out speaking at conferences – I lace up the skates several times a week to play in a friendly hockey game. And as perfect as they try to be, there will still be problems, so a good defense, as in a good customer service experience, supports the effort to win. While we can’t all be Amazon, we can play a similar game.

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What is tNPS? Understanding Transactional NPS

Lumoa

One tool businesses can use to capture valuable insights is the transactional Net Promoter Score (tNPS). What is the difference between transactional NPS (tNPS) and Net Promoter Score (NPS)? Alright, we get that it’s important for businesses but, what exactly is Transactional Net Promoter Score (tNPS)? Key Takeaways.