Data analytics
Read blog articles and posts on how companies analyze qualitative and quantitative data to get insights that help them improve products and services.
How to combine science and emotion for Customer Experience success Paid Members Public
Recently we spoke to Customer Experience (CX) legend Maurice Fitzgerald, the former VP of Customer Experience at HP, author of 4 books on the subject of customer experience strategy and Net Promoter Score, and global keynote speaker. These are the highlights from our webinar with Maurice, “How to combine science
How to make your life easier, as a consumer insights professional Paid Members Public
You may have heard of Art.com; the online e-commerce platform that brings easily accessible, top-notch art to everyone. The company has gone through a lot of changes recently, in a short amount of time. Being tasked with upgrading the quality of their consumer insights, and the way Art.com
How to leverage AI to improve your Customer Experience [video] Paid Members Public
If you missed our popular webinar on how AI can improve customer experience, catch the recording here! In this webinar recording, you’ll get an insight from industry experts on how AI can be applied to the customer experience. Quick Tip: Check out the Agenda with time references below. You’
5 benefits of using chatbots for customer experience Paid Members Public
Customers want quick, seamless solutions to their problems. Some are used to the traditional way of phone support therefore a hard time accepting a chatbot with the notion that it is a robotic interaction, lacking the human touch. However, more and more customers are open to new technology, especially if
10 insider customer experience tips according to Shep Hyken Paid Members Public
Shep Hyken knows a thing or two about customer experience. He needs no introduction in industry-wide circles, but in case you’re not familiar with his name: Shep is an award-winning customer service and customer experience speaker, a New York Times and Wall Street Journal best-selling author, A.K.A
3 ways Artificial Intelligence and Machine Learning improve CX Paid Members Public
Artificial intelligence (AI) tools make it possible to easier anticipate customer needs in multiple ways. For example, marketers can analyze vast volumes of customer data, identifying the characteristics of high-value past customers which allows businesses to create highly personalized campaigns. Sales teams can quickly identify customer purchasing patterns and customer
Annette Franz shares her 7 deadly sins of customer experience Paid Members Public
Customer experience expert, Annette Franz, shares her “7 Deadly Sins of Customer Experience” and her best tips for a successful customer experience transformation journey. Annette, please can you give us an overview of your career to date? I’ve been in this customer experience profession since long before it was
The Kano Model - guest post by Michael D. Lieberman Paid Members Public
In this guest post, Michael Lieberman takes us through the Kano Model of customer satisfaction. This simple, powerful model is used to understand the difference between Basic, Performance, and Delighter features of a product or service.
