From Contact Center to Impact Center Best practices for operationalizing omnichannel VOC insights and driving more value through the contact center The contact center is the heart of your customer experience and has the ability to inform and improve the rest of the...
Get a 360-degree View of Customers to Increase Satisfaction and Loyalty Connect Your Touchpoints and Connect the Dots Disconnected data points tell a completely different story. By connecting the data dots, you get a more comprehensive view of the customer experience...
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...
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...
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 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...
