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.
Why is your customer experience not improving? [video] Paid Members Public
Are you doing “all the right things” but your customer experience (CX) is still not improving? There might be hidden forces preventing you from reaching your customer experience goals. Watch our webinar with CX expert Megan Burns, (keynote speaker, executive advisor and Former Vice President Principal Analyst, CX at Forrester.
Does it matter which customer experience metric you choose? Paid Members Public
Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention
How to combine science and emotion for customer experience success [video] Paid Members Public
If you missed our recent webinar with customer experience expert Maurice Fitzgerald and Alyona Medelyan, CEO of Thematic, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score. Alyona talked to Maurice about
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