Employee Experience at Home Benchmark

Employee Experience at Home Benchmark Increase Employee Engagement While Transforming Experiences in Times of Change The COVID-19 disruption has highlighted a new reality for all of us, and that is that change is inevitable and ongoing. How can companies leverage...

Action, Not Research

Action, Not Research Designing Customer Surveys That Drive Improvement Customer experience surveys have the potential to deliver game-changing insight. But if you haven’t designed them to drive action and improvement, they may be a waste of time. Learn how to design...

Operationalizing NPS Benchmarks

Operationalizing NPS Benchmarks How to Use Comparative Data to Drive Customer Experience Success For companies using Net Promoter Score® (NPS®) as part of their customer experience management (CEM) program, one of the most common questions is “How does our NPS...

Getting Smart About CX Analytics

Getting Smart About CX Analytics How to Deliver the Insights Your Stakeholders Need One size does not fit all! What makes your CX analytics reporting meaningful will vary widely depending on the objectives of each business area. We’ve gathered a set of best practices...

Response Rates to Rave About

Getting More From Your Email-Based Customer Experience Surveys Getting More From Your Email-Based Customer Experience Surveys Driving higher levels of customer participation grows ever more challenging as surveys become more pervasive and customers become overwhelmed...