Pointillist

SEPTEMBER 10, 2020

Process mining is used to measure the efficiency of a wide variety of business processes, particularly digital processes, from start to finish. 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.

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Pointillist

JANUARY 19, 2022

How are you currently measuring this customer’s experience? Perhaps marketing captures social media engagement, the contact center measures agent transfers and first contact resolution, and the mobile product owner tracks completion rates. That’s why leading organizations are adopting customer journey measurement.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

TechSee

MAY 1, 2022

Here’s what you need to know about customer satisfaction score and what it means for customer experience. What is Customer Satisfaction Score (CSAT)? Why Measure CSAT? Ultimately, measuring CSAT leads to better customer experience, improves retention and customer loyalty, increases productivity, and boosts revenue.

Net Promoter Score 109

Net Promoter Score Effort Score Customer Experience Customer Satisfaction 109

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Guavus

JANUARY 16, 2020

The Net Promoter Score (NPS) system that most operators use to determine aggregate customer satisfaction levels is woefully uninformative in terms of what customers are actually experiencing with any given service at any particular time. How does the CSP begin to figure out the root cause of that subscriber’s issue to fix it?

Customer Centricity 64

Customer Centricity Wireless Analytics Net Promoter Score 64

Guavus

JULY 10, 2018

Both wireless and cable networks need to be rethought in order to handle both the high volume and dynamic swings in traffic. All of this leads to proactive and insightful customer service which translates to happier customers, higher customer satisfaction, higher Net Promoter Scores (NPS) and less churn.

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

Bob Hayes

MARCH 2, 2015

I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. Measuring Customers’ Attitudes using Structured and Unstructured Data. You can measure customers’ attitudes in two ways. The slides appear below.

B2C 40

B2C Net Promoter Score B2B Analysis 40

Bob Hayes

JANUARY 26, 2015

The CSI measures the degree to which customers hold positive/negative attitude about your company/brand. This post explores what the CSI is measuring and will begin to identify how the CSI can be used to gain insight to improve the customer experience. Samples and Measures. The study samples (i.e.,

B2C 40

B2C B2B Wireless Metrics 40

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. But now that you’re measuring it, how do you improve NPS? Why You Should Make It a Priority to Improve NPS A 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue.

NPS 79

NPS Strategy Net Promoter Score How To 79

Michel Falcon Experience

FEBRUARY 11, 2019

But then Verizon wireless called and said, will you help us build training materials for western western region for a retail, uh, stores? We May, uh, just last quarter, at the end of last year we said, you know what, our survey response rates for net promoter score is down. Happy to do so.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60