ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. This is not aimed at those critical few groups who are culprits of the worst survey scores.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

ClearAction

AUGUST 29, 2015

Closing the loop with a customer about a low rating on a survey or an issue they've contacted the company about is in almost everyone's recipe for customer experience improvement. Addressing one at a time can help you save one customer at a time from defecting to your competition.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Verint

SEPTEMBER 21, 2017

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Customer experience is moving into the back office’s purview.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. It’s about bringing all groups within an organization together with a focus on making each experience more effortless for customers.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Customer Experience Improvement is a Team Sport. " Costs of Silos.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

SurveySensum

DECEMBER 1, 2021

Can’t customize the NPS scoring. Difficult to manage contacts. NICE Satmetrix is an NPS tool that helps you capture customers’ voices. Plus, you can instantly send surveys using its powerful integration with customer relationship management tools like Salesforce. Nice Satmetrix.

NPS 52

NPS Tools Net Promoter Score e-support 52

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Verint

SEPTEMBER 7, 2017

Our strategy here is simple: How our employees are feeling affects the customer experience. By minimizing distractions, helping registration workers and other frontline staff be more confident and comfortable on opening day, this group naturally welcomed customers with a smile and high energy.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. According to Accenture , 85% of customer interactions will be managed with AI by 2020. So let’s start! using a 0-10 scale.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. According to Accenture , 85% of customer interactions will be managed with AI by 2020. So let’s start! using a 0-10 scale.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Another example is Temkin Group’s 2018 Customer Experience Competency and Maturity Assessment.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Retently

AUGUST 9, 2018

Well, for one, you can create marketing messages and copy that is better tailored to your target customers , effectively letting you engage with them more effectively. Your customer voice research showcased that the target buyers don’t like adding their credit card details when subscribing to a trial. Detractors.

Feedback 93

Feedback CEM Net Promoter Score Social Media 93

ClearAction

OCTOBER 25, 2018

“Customer behavior, emotions, actions, input and feedback are used to define marketing mixes without regard for traditional organizational ‘sacred cows’. Half of B2C companies and a third of B2B companies have a dedicated customer experience budget.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

Lumoa

NOVEMBER 8, 2018

The churn or retention rate are usually used to understand the connection between the customer experience management and its monetary value. Three Customer experience Metrics The Customer Experience Metrics are the KPIs the business follows that involve customers’ input.

Metrics 432

Metrics Net Promoter Score Effort Score Customer Experience 432