Sun.Oct 06, 2019

The Advantages of Open Ended Survey Questions


The Advantages of Open Ended Survey Questions. by Sam Frampton. on 7 Oct 2019. surveys. customer experience. In this blog, we'll talk you through the advantages of collecting open-ended feedback and explain how it can help develop a deeper understanding of your customers.

Insights Communities for Small Business and Big Rewards


Imagine being able to tap into your VIP customers whenever you have a burning issue. That issue that's been lingering in your mind, soaking up valuable time within the team, debating the pros and cons.

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Burning Questions: What is the Best KPI for Measuring CX? [VIDEO]

Smarter CX

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss what indicators they monitor to understand what their customers are responding to and how satisfied customers are with their experience.

Beware The Automation Paradox

Forrester's Customer Insights

In 1983, Lisanne Bainbridge (a researcher at the University of Reading in the UK) wrote the following prescient words, in her widely-cited paper “Ironies of Automation”: “by taking away the easy parts of [the] task, automation can make the difficult parts of the human operator’s task more difficult.”

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.