Data Democracy

Data Democracy Get Your Employees Hooked on Customer Experience Data When companies dive into the world of CX, they often focus first on collecting information about customer experience. That’s important, of course, but there’s another critical piece you’d be remiss...

Ready, Aim, Engage!

Ready, Aim, Engage! Best Practices for Employee Engagement in CX Getting the organization engaged with customer experience improvement can challenge even the hardiest soul. Our ebook walks you through techniques for getting people throughout your workforce hooked on...

Next-Level Customer Feedback

Next-Level Customer Feedback Combine Surveys and Interaction Analytics for Complete Insights Plagued by the sneaking suspicion that your customer feedback surveys aren’t delivering all the insights you really need? You might be right. But you’re probably sitting on a...

The ROI of CEM

The ROI of CEM An Engine of Profit, Growth, and Value Companies used to compete primarily on product or service or price. Now if they expect to thrive, they compete on customer experience. By providing a memorable customer experience, companies earn loyalty, which...

Closing the Customer Feedback Loop

Closing the Customer Feedback Loop Why Your CEM Success Depends on Getting It Right If you’re asking your customers for feedback but failing to follow up promptly, you could be doing more harm than good. Our ebook walks you through the importance of closing the loop...

Understanding Customer Experience Management

Customer Experience Management Five Key Elements of a Comprehensive Approach While surveys are a critical element of CEM, a comprehensive program also includes vital components to help you understand your customers’ journey and identify where you are delighting your...