Net Promoter® White Paper: Next-Generation Net Promoter®

CustomerGauge

Welcome to Next-Generation Net Promoter®, the newest methodology from our latest white paper. The post Net Promoter® White Paper: Next-Generation Net Promoter® appeared first on CustomerGauge.

How to Engage Customers – “Hearts, Then Charts” White Paper

ijgolding

Almighty Chief Strategy Officer Ian Fitzpatrick recently wrote and published the white paper, “Hearts, Then Charts,” which offers a practical framework for aligning organizations with their customers to create a customer-centric culture.

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White Paper: Designing a World-Class CX Approach

Heart of the Customer

The post White Paper: Designing a World-Class CX Approach appeared first on Heart of the Customer. What does it take to design a customer experience (CX) program that drives business results?

ROI 78

New White Paper: A Digital Feedback-Fueled Approach to Personalisation

mopinion

The post New White Paper: A Digital Feedback-Fueled Approach to Personalisation appeared first on Mopinion. Default Blog customer data digital feedback personalisation research-insights segmentation white paper

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Customer Analytics Best Practices: Free White Paper

Bob Hayes

Download the free 22-page white paper by clicking the image. Download the complete 22-page white paper here. You can download the free white paper here. We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g.,

5 Facets White Paper

Confirmit

A well-designed and executed Voice of the Customer program is at the heart of any customer experience endeavor. But a VoC program does not simply appear, fully-formed at the heart of any organization, no matter how well planned it is.

New White Paper: How to Boost your Retail Website with Online Feedback

mopinion

The post New White Paper: How to Boost your Retail Website with Online Feedback appeared first on Mopinion. Default Blog online feedback research-insights retail industry white paperThe online customer journey in retail is going through a major transformation.

New White Paper – Retaining Customers in Tough Economic Times

MaritzCX

In a new white paper titled “Retaining Customers in Tough Economic Times”, Kyle LaMalfa, Allegiance Best Practices Manager & Loyalty Expert, offers 9 tips for succeeding at customer retention in a marketplace that doesn’t follow traditional rules

Tips 200

New White Paper – Retaining Customers in Tough Economic Times

MaritzCX

In a new white paper titled “Retaining Customers in Tough Economic Times”, Kyle LaMalfa, Allegiance Best Practices Manager & Loyalty Expert, offers 9 tips for succeeding at customer retention in a marketplace that doesn’t follow traditional rules

Tips 200

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

New White Paper – Retaining Customers in Tough Economic Times

MaritzCX

In a new white paper titled “Retaining Customers in Tough Economic Times”, Kyle LaMalfa, Allegiance Best Practices Manager & Loyalty Expert, offers 9 tips for succeeding at customer retention in a marketplace that doesn’t follow traditional rules

Tips 200

White Paper: VoC in the Contact Center

Confirmit

This paper focuses on the role that a Voice of the Customer (VoC) program plays in enabling continuous communication from your contact center to the rest of the organization. Voice of the Customer White Papers

[WHITE PAPER] What you need to know about Voice of the Customer methodologies

iPerceptions

New research methods are constantly coming to the forefront. Every industry is inundated with the ‘next generation’ approach that will revolutionize their industry. Voice of the Customer

Three Ways to Show Business Impact for Your CX Program

Heart of the Customer

Customer Experience CX Metrics CX Vision customer experience tip CX ROI white paperHere’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX).

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. That being said, the paper is not a primer on AI nor does it get into defining what it. White goods giant saved $50M per year by reducing unnecessary.

Intelligent Experiences: Where CX Meets Tech

Storyminers

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

New White Paper from Frost & Sullivan on Improving Customer Experience and Business Results

Customer Interactions

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. According to the Frost & Sullivan white paper, what successful companies have in common is that they build a system to optimize the dynamics of customer interactions, whether by phone, email, chat or social media.

THE 2015 CUSTOMER EXPERIENCE OUTLOOK

Storyminers

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

eBook 167

Why Brands Need to Pivot Towards Building an Identical Support Experience

UJET

Customer Service Customer Support In-app Live Chat Mobile Multichannel Support optimizing channels for customer support white paperToday’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends.

Cross-Company CX: Closing the Loop at Every Level

CustomerGauge

In our most recent white paper, Next-Generation Net Promoter®: How to Monetize […]. Blog Featured close the loop modern NPS Next-Generation Net Promoter white paper

Customer Experience ROI Research Report

Strativity

White Papers Customer ExperienceOver the last three years in CX Network’s Global State of CX Report, hundreds of CX practitioners have signaled that calculating return on investment (ROI) in customer experience is no easy task.

ROI 52

How to Write a Great Customer Experience RFP

Strativity

White Papers Customer ExperienceWhether you’re writing a Customer Experience RFP, Employee Experience RFP, Organizational Transformation RFP, or any other, our template will save you time and help you evaluate and choose the best partner.

7 Tips to Unite Teams Around Your Customer Experience Strategy

Strativity

White Papers Customer Experience Customer Experience Activation Customer Experience Strategy Feature

eBook 67

Intelligent Experiences: Where CX Meets Tech

Storyminers

Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Experience Design Service Design Strategy articles business strategy customer experience customer service Experience Designer service design white papersFrom the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems.

[Webinar] How Companies Can Connect EX + CX to Achieve Greater Business Impact

Strativity

Videos White Papers Customer ExperienceIt takes a cohesive, engaged, and empowered team to bring any customer experience to life. Yet too often, organizations fail to tap into the valuable insights and actions that employees have to offer.

Know Your Survey: Voice of Customer and Market Research

CustomerGauge

Blog Featured NPS and CX Benchmark Survey surveying white paperWe’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR!

Understanding the power of ForeSee benchmarks

ForeSee

Customer Experience Research Retail benchmarking Benchmarks white papersThe basic definition of a “benchmark” is a standard or point of reference to which something can be compared. The way it relates to customer experience isn’t much different; ForeSee’s.

Workshop Playbook: 9 Exercises to Spark CX Innovation

Strativity

White Papers Customer Experience Customer Experience Strategy Employee EngagementWe’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop. Workshops are collaborative sessions that have a crystal-clear goal — and they’re an essential tool in the insights, strategy, and execution world.

THE 2015 CUSTOMER EXPERIENCE OUTLOOK

Storyminers

Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Employee Experience Experience Design Strategy books business strategy customer experience employee experience white papersI’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

eBook 100

The Experience Margin: Only CX can save retail brands

Currency Alliance

In its 1998 paper , “Welcome to the Experience Economy”, Harvard Business Review posited that a shift, from a goods-based economy to an experience economy, was a natural “progression of economic value” [vi]. Loyalty Strategy The Basics Acquisition/Retention White Papers

Take the Mystery out of Mapping with our New Journey Mapping Guide

Touchpoint Dashboard

Blog White Papers Experience Map Journey Map Touchpoint Map Today, customer experience is at the forefront of company strategy across industries worldwide.

Methods to Measure Customer Loyalty

Currency Alliance

White PapersAt Currency Alliance, our framework for the measurement of loyalty programs is based on the belief that “Engagement” is the common denominator and “Advocacy” and positive, increasing Life Time Value (LTV) are the primary goals.

The Attention Equilibrium

Currency Alliance

Loyalty Strategy The Basics Acquisition/Retention White PapersIf you’re unlucky enough to have been the prettiest person in a packed bar, you’ll know how it feels to be a consumer in the age of big tech. A deluge of attention, everyone asking you to dance.

Converting Customer Survey Respondents into Social Media Advocates

MaritzCX

This article was first published as a Maritz Research White Paper. You can view the original paper here.

Paranoid Brand Warning: Consumers can sense your fear

Currency Alliance

The traditional points-based program seems, on paper, a sensible data exercise – and in the boardroom, like a very generous balance sheet liability. Loyalty Strategy The Basics White PapersConsumers love confidence.

Slaying Algorithmic Aversion: If Co-Workers Resist Your Algorithms, How Will You Improve Customer Experience?

Centriam Customer Experience Lab

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience.

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