Customer Experience

Metrics Roundup

There is no single magic metric that will offer a clear indicator of your center’s performance or guide your operation to a successful outcome.

Strategy Customer Experience

Special Report: Factors Leading to an Impactful Voice of the Customer Process

Companies that did not measure the impact of the VoC were much more likely not to have improvements in satisfaction year-over-year, and several actually reported significant declines.

Strategy Customer Experience Research

What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience

When all your personal rights have been stripped away, it’s a wakeup call.

Strategy Customer Experience

7 Steps to Superior CX

Remember, CX is not a one-and-done process. It’s an evolution. No one gets it perfect the first time.

Strategy Customer Experience White Papers

Contact Center Executive Outlook on 2020 and Beyond

Between disruptive technologies and rising customer expectations, every day is a new horizon

Strategy Customer Experience

Customer Experience… Mystery, Myth, Mission or Magic?

The fact that the customer experience is difficult to define and explain gives it an unfortunate kind of mystery.

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Who Owns the Customer Experience?

The cross-functional nature of CX means that projects often rely on more than one group or department to be successful.

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How Embracing Digital Customer Service Can Create Brand Advocates

Digital-first customer service doesn’t mean ‘digital only,’ or that the first channel the customer uses will be the most effective at solving his or her issue.

Operations Service Delivery Strategy Customer Experience Service Delivery Technology Omnichannel

Q&A with the Customer Service Summit’s Jasmine Kees

We are driving forward a movement to recognize the value that customer service teams bring to a business as more than ‘just a cost-center.

Strategy Customer Experience White Papers

Customer-Centricity: Bridging the Gap Between Expectations and Experience

When it comes to the customer experience, data doesn’t tell the whole story. Customer behavior is primarily driven by emotion and how the experience makes them feel.

Strategy Customer Experience

Inside View: Fannie Mae

The partnership with Customer Care provided the perfect ‘test-and-learn’ platform to determine whether a text analytics solution could identify customer needs, trends and opportunities...

Strategy Customer Experience

CX Versus GX: When Worlds Collide

Painfully slow, complex, tree-based IVR menus are about to go the way of the buffalo.

Strategy Customer Experience

Deliver a More Personalized Experience

We don’t need to become Amazon. We need to be great at what we’re great at.

Strategy Customer Experience

Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

The contact center now has the potential to fuel continuous improvement not only within its own four walls, but also across the entire organization in support of improved CX.

Strategy Customer Experience

CX Pundits Vs. CX Practitioners: Real Life or Fantasy?

Consultants talk about the ideal while operations leaders deal with limited budgets and staff bandwidth.

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