Bob Hayes

MARCH 2, 2015

Correlates of the Customer Sentiment Index. I used the CSI in two independent studies, one using a B2B technology company and the other using a B2C wireless service provider company to determine if the CSI is related to other common CX metrics. analyzing sentiment of emails or of contact center conversations).

B2C 88

B2C Net Promoter Score B2B Measurement 88

Pointillist

OCTOBER 22, 2018

The ability to understand and accurately predict your customers’ emotions is precious to you as a customer experience professional. Until recently, that was only possible if the customer told you how she felt. Find Insights Across Customer Journeys. Image Source: www.buildempathy.com.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Jeff Toister.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Jeff Toister.

Customer Service 52

Customer Service Customer Experience Magazine Books 52