GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

eglobalis

NOVEMBER 19, 2024

In this article, we’ll explore ten critical areas where companies are using AI to design better technologies, the challenges they face, and actionable steps they are taking to succeed. This real-time experimentation accelerates adoption while delivering measurable improvements in project management.

B2B 525

B2B Innovation Healthcare Culture 525

eglobalis

APRIL 6, 2025

Yet despite countless articles and frameworks, many companies still struggle to define, deliver, and evolve real value for their business customers. Each article is designed to stand independently while building a coherent narrative when viewed together. Making life easier for customers isnt superficialits strategic.

Contact Center 280

Contact Center B2B Competitive Advantage 2023 280

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Present case studies and industry benchmarks that show measurable gains from CX investments.

Leadership 242

Leadership B2B B2C Net Promoter Score 242

eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. AI is no longer just an emerging trend; its a transformative force in customer and agent experiences, driving measurable benefits across industries. Data Sources How Are Companies Using AI Agents?

Marketing 422

Marketing E-support E Commerce Social Media 422

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. This is a shift from reactive measurement to proactive management of customer experience.

Banking 334

Banking NPS B2B Social Media 334

GetFeedback

JANUARY 19, 2020

However, for this article, I’ll use some generalized stages to discuss how to get feedback on different parts of the journey. Some text analytics tools will output a derived CSAT or sentiment score, which you can use as an overall measure of this part of the journey. Survey requests are limited to one every 45 days. Stage 1: Awareness.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. No number, or responses provides any diagnostics on its own. Should you kill NPS?

NPS 468

NPS Feedback Net Promoter Score B2C 468

eglobalis

JANUARY 7, 2025

This article provides a step-by-step guide to practically applying Design Thinking, detailed explanations of each step, insights into how B2B companies use it daily, and examples of real business cases. Goals : Identify areas of improvement, measure user satisfaction, and ensure alignment with the problem statement.

B2B 300

B2B Innovation User Experience Customer Centricity 300

eglobalis

SEPTEMBER 5, 2024

This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success. Key Metrics for Customer Success (CS) Churn Rate Measures the percentage of customers discontinuing use over a given period.

Metrics 436

Metrics Customer Success 2024 2023 436

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article provides a comprehensive overview of Medallia’s contributions to the CX landscape, particularly in the area of CX measurement.

2025 70

2025 Article Customer Service Magazine 70

InMoment XI

DECEMBER 17, 2024

Regardless of their background, your chosen candidate should have experience with this to ensure that you can measure the ROI of your CX program. Business Impact Perhaps most importantly, you will want to measure how your customer experience manager demonstrates the ROI of CX initiatives through their tangible business impact.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Why a CX Mission Statement Matters — And How to Create One. ?. You had clear goals and knew how to measure them. Measurable. Contextual.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The title sums up the gist of the article. This article takes a deeper dive into the reasons a CXO is essential to any organization.

Article 66

Article 2025 Customer Service Loyalty Programs 66

InMoment XI

OCTOBER 15, 2015

Time to plan the funeral of your customer feedback measurement programs. View Article It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization. What’s making the difference?

Touchpoint 377

Touchpoint Customer Experience Management Measurement Article 377

CSM Magazine

MARCH 13, 2025

Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

CSM Magazine

JANUARY 3, 2025

Measuring empathy might sound trickyafter all, how do you quantify something so emotional? Customer feedback is one of the most direct and reliable ways to measure empathy in customer support. Key Performance Indicators (KPIs) for Empathy Empathy is emotional, but its effects are measurable through the right KPIs.

Measurement 52

Measurement Net Promoter Score Effort Score NPS 52

InMoment XI

OCTOBER 31, 2024

What Are Important Call Center Metrics to Measure? You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Average Speed of Answer (ASA) This metric measures the time it takes for an agent to answer an incoming call.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. How Do You Measure Customer Loyalty Analytics? Some businesses measure loyalty by looking at how many customers they have retained.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

eglobalis

JUNE 27, 2024

Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. Measuring Success and Impact To ensure the effectiveness of your customer experience efforts, it is critical to define clear metrics, scorecards, and KPIs to measure its impact comprehensively.

Customer Experience 467

Customer Experience Customer Centricity Net Promoter Score Government 467

CSM Magazine

OCTOBER 29, 2024

Companies are now responsible for a range of measures that impact the customer experience, from ensuring compliance with complex regulations to implementing safety protocols that build trust. By integrating compliance and safety measures into customer service operations, companies can meet these expectations head-on.

Measurement 52

Measurement Customer Service Hotels Financial 52

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. In order to improve it, contact centers must be able to measure it.

Call Center 52

Call Center Measurement Contact Center Metrics 52

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Related: [Article] Customer Experience Management Defined: How is it Different From CX? Perhaps one of the most important roles a CX leader can have is to define customer experience success, and how to measure that success. . Article] Why a CX Mission Statement Matters — And How to Create One.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies. Here is my last week article talking about CX experimentation.

E-support 518

E-support Innovation Customer Centricity Loyalty 518

Experience Investigators by 360Connext

JANUARY 7, 2025

This article offers a step-by-step approach to creating your CX strategy from setting a vision to implementing and refining your plan to empower you to turn CX into a true revenue generator for your organization. How you measure will be directly related to how youve defined success. Of course, these wont happen overnight.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 389

B2B Customer Experience Customer Centricity Omnichannel 389

InMoment XI

DECEMBER 7, 2022

How Are “Moments That Matter” Measured? For example, many organizations measure call center experiences as a part of their CX program, which is a smart move. Question #3: How Are “Moments That Matter” Measured? And if so, how do we assess their importance? Five Questions to Address. What Are “Moments That Matter?”

Customer Experience 370

Customer Experience Call Center Touchpoint Measurement 370

InMoment XI

SEPTEMBER 28, 2022

Customer experience (CX) measurement has become a priority for most large organizations. In this article, I’ll discuss three areas in which human expertise can make a valuable contribution. In 2021, the Wall Street Journal ran an article titled, “Why Companies Shouldn’t Give Up on Focus Groups.” is viewed as an imperative.

Customer Journey Mapping 418

Customer Journey Mapping Customer Experience Customer Journey Consulting 418

eglobalis

JULY 25, 2024

This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates. Article written by Ricardo Saltz Gulko. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind.

Customer Experience 499

Customer Experience Innovation Customer Centricity Culture 499

GetFeedback

NOVEMBER 8, 2020

Using the five dimensions of service quality and knowing how to measure them accurately can help you find actionable ways to improve your customer experience and delight your customers.

Measurement 195

Measurement Customer Experience Customers Article 195

CSM Magazine

JANUARY 20, 2025

Tie Metrics to Customer Behavior : For instance, if session duration is high on blog articles but low on product pages, it might be a sign your product pages aren’t clear or engaging enough. Do time-on-site numbers dip after a design change? Patterns often point directly to opportunities for improvement.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement User Experience 64

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. And while metrics are great for measurement, it’s important to see these for what they are.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

BlueOcean

MARCH 24, 2025

This article will walk you through key steps for building an effective SOW: Lay the Foundation for Your Contact Center SOW Clearly Define Your KPIs Set Strong Parameters Around Forecasting Establish Reporting & Analytics Expectations Build in Big-Picture Targets with a Risk & Reward Model Keep Your SOW Evergreen: Adjust and Realign 1.

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. Paul: Metrics and standards lay a solid foundation for measuring the success of your employees, but you have to be aware of how those standards impact the customer experience.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

InMoment XI

OCTOBER 27, 2016

As customer experience (CX) professionals, we usually measure this sense of value with the Net Promoter Score®, or NPS®, which is a nominal indication of how likely the customer is to recommend the company to another person, and. View Article

Net Promoter Score 305

Net Promoter Score NPS Measurement Article 305

Experience Investigators by 360Connext

AUGUST 31, 2021

If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. Sure, we measure things like Customer Satisfaction Score (CSAT), but asking customers “what would make you satisfied?”

Feedback 380

Feedback Reference Customers Loyalty 380

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. ” My Comment: Let’s start this week’s Top Five with a fun article by fellow customer experience expert Chip Bell. So, let’s learn!

2024 89

2024 Article Customer Service ROI 89