Inbenta

OCTOBER 30, 2024

Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?

White Paper 52

White Paper NPS Demo Books 52

InMoment XI

OCTOBER 7, 2021

Measurable: Clearly define what criteria will be used to determine if the goal is met and how it will be measured. Make sure measurement processes are in place and are valid. Outcome goals usually focus on obtaining a score on a specific measure such as overall satisfaction with a given transaction (e.g., 10% of 50 is 5.)

White Paper 370

White Paper Measurement Customer Retention Contact Center 370

InMoment XI

SEPTEMBER 30, 2021

This is the step where most non-response occurs in CX measurement programs. To learn more, read this white paper that takes a deep dive into the strategies and methods you can utilize to perfect your email survey invitations. . At that top level, hiring a professional would be the most effective route.

White Paper 370

White Paper Measurement Feedback Customer Experience 370

NICE inContact

NOVEMBER 2, 2021

To learn more, download our complimentary white paper, The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world. But you can do even more to meet your CX goals by focusing on every aspect of the agent employment life cycle, beginning with the hiring process.

White Paper 83

White Paper Customer Experience Contact Center Download 83

InMoment XI

JUNE 15, 2022

Wondering how to measure survey success? Find out in this white paper by expert Dave Ensing! We’ve got you. What about increasing your response rates? We’ve got you there, too. Check out this list of our most game-changing survey best practices here: Focus on Your CX Program to Improve Your Response Rates.

White Paper 195

White Paper Consulting Feedback Employee Experience 195

Daniel Group

SEPTEMBER 22, 2022

Three Steps to Excellent CX: Measure, Manage, and Improve. A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it. It is quite simple—Measure, Manage, and Improve. Step 1, Measure. It includes qualitative as well.

Measurement 52

Measurement Management White Paper B2B 52

Education Services Group

SEPTEMBER 4, 2018

The need to measure product utilization and/or subscription consumption is a no-brainer. What’s not so straightforward is how to measure these activities and what to do to prevent problems. At my previous company, measuring utilization was a manual process by downloading the raw data and creating pivot tables to look at usage.

Customer Retention 49

Customer Retention Measurement Management White Paper 49

Daniel Group

OCTOBER 8, 2022

I recommend my two recent blogs for further reading on how you can continue to improve your CX program: Three Steps to Excellent CX: Measure, Manage, and Improve Does Emotionally Engaging with Customers Matter? As always, I welcome your feedback and would love to hear from you about your CX successes we can share with our clients.

White Paper 52

White Paper 2022 Feedback Measurement 52

Help Scout

AUGUST 11, 2021

Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers. Measuring Customer Loyalty: 5 Ways to Track It. Tip sheets.

Blog 82

Blog White Paper Customer Service Webinar 82

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Always prioritize the customer’s success over short-term profit margins.

Customer Success 80

Customer Success White Paper Loyalty Webinar 80

XMplify

SEPTEMBER 3, 2020

The thorny matter of measuring the ROI on your CX investments hasn’t gone away over the summer. I am sharing a link to a white paper I co-wrote with Clare Kavanagh of W5 on the back of the CXPA Ireland webinar in July on.

White Paper 52

White Paper Webinar ROI Customer Experience 52

Kitewheel

SEPTEMBER 16, 2019

According to a recent Forrester report, “ The Journey Measurement Framework: Assess And Predict Journey Performance, ” customer experience professionals often don’t know whether the customer journeys they implement deliver actual value to customers. To solve this, leaders need to implement a journey step focused measurement framework.

Measurement 40

Measurement White Paper Customer Journey Document 40

Gainsight

OCTOBER 25, 2021

Measure customer feedback. Learn How to Measure Success the Right Way. Once that is accomplished, you must start measuring the right metrics to determine success. Download our white paper and learn how the top SaaS organizations measure success for their product strategies. Launch product.

Feedback 98

Feedback White Paper Roadmap 2024 98

Talkdesk

DECEMBER 1, 2020

Developing: The Stage 2 contact center is focused on problem solving rather than relationship building and typically aligned to touchstones like Customer Satisfaction Score (CSAT), so the organization can more easily track their progress and has a measurable benchmark against others in their market.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

NICE inContact

JULY 26, 2019

From robotic procession automation to machine learning and intelligent analytics, AI’s impact on profits is clear — even with a measured, practical approach. Discover the possibilities in our latest white paper: AI for CX: Practical Investments, Proven Return. Download the white paper today.

Contact Center 55

Contact Center White Paper Call Center Download 55

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. Check out our new white paper “ Five Predictions About The Future of Retail Banking ” by retail banking CX expert Jennifer Passini.

Banking 52

Banking Retail White Paper Financial 52

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols. appeared first on.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Avaya

JANUARY 29, 2019

After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. Performance Management – Set and communicate goals across the organization, and measure performance against them; make corrections as needed using actionable insights. But that is only half of the conversation.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Gravy Analytics

AUGUST 19, 2019

Use Visitations to measure foot traffic at places of interest, to determine consumer engagement, and for competitive benchmarking. Place category and name are also provided for each visit; this lets analysts working with Visitations data aggregate visits by interest or category, when required. How can I use Visitations?

White Paper 71

White Paper Hotels Travel Consulting 71

Daniel Group

FEBRUARY 1, 2023

However, the one crucial thing that an effective customer feedback program provides is a measure of performance. One of the things I learned early in my business career is that if you can’t measure, you can’t manage it. So it is time to measure CX at your company!

B2B 59

B2B White Paper Innovation Measurement 59

Confirmit

JULY 7, 2017

This causes management to focus primarily on efficiency metrics to measure success while failing to realize the potential of the contact center to serve as a driver of long term profitable customer relationships, and a source of competitive differentiation. Voice of the Customer White Papers.

White Paper 40

White Paper Contact Center Metrics Customer Relationships 40

Zeisler Consulting

SEPTEMBER 15, 2021

How about if we use a different way of measuring the success of a CX program? ( Here’s a starting point, where I recommend using the Brand Alignment Score.) So how about if we readjust the expectations of CX?

White Paper 93

White Paper Sales Brands ROI 93

Comm100

FEBRUARY 19, 2020

To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’ To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper. Your Business Partners.

White Paper 64

White Paper B2C Social Media E-support 64

Zeisler Consulting

JUNE 30, 2021

If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years. That’s awesome, and I’m sure the entire leadership team is intrigued.

White Paper 93

White Paper NPS ROI Leadership 93

GetFeedback

FEBRUARY 15, 2019

Net Promoter Score is a trusted measure of customer loyalty. Many companies measure NPS, but few use it to its fullest potential. After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you. It’s time to implement a Net Promoter Score (NPS) program. Who are they?

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” With a clear way to measure your transition, you’ll be able to determine when your VoC program begins to produce a return on your investment.

White Paper 243

White Paper Social Media Feedback 2019 243

Kayako

MAY 13, 2022

Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. White papers. In recent years, the rise of social media put the customer in charge of the brand conversation. Other content sources include: FAQ sections. Blog posts. User guides. How-to guides.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Currency Alliance

NOVEMBER 24, 2016

At Currency Alliance, our framework for the measurement of loyalty programs is based on the belief that “Engagement” is the common denominator and “Advocacy” and positive, increasing Life Time Value (LTV) are the primary goals. Measuring “engagement” comes down to: • Registrations for the Loyalty Program. Redemptions. Redemptions.

Measurement 40

Measurement Loyalty Loyalty Programs Download 40

AskNicely

DECEMBER 4, 2018

Still others may trigger a survey ‘after a call to the call center’ or ‘after a service call’ These are just a few of the possible moments of truth to measure, and yours will be based on your specific customer journey. Download our white paper on The New NPS Best Practices.

White Paper 60

White Paper Net Promoter Score NPS Call Center 60

Totango

AUGUST 23, 2022

White papers. Standardizing and automating touchpoint workflows help you define key performance indicators (KPIs), which can be used to monitor and measure the quality of your customer’s experience at each touchpoint. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

Beyond Philosophy

SEPTEMBER 13, 2016

Quantifiable measurement is often a challenge. Studies indicate that many companies are now using social media in their communication efforts; however, most lack a consistent mechanism to measure the effect of their programs. The fear, it must be acknowledged, is not baseless. This is true, of course, in both b2b and b2c environments.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

QuestionPro Audience

FEBRUARY 24, 2021

We take measures to ensure you capture the correct data from the right audience within the stipulated timeframe. QuestionPro takes industry-leading measures to curb and eliminate poor-quality respondents, responses, and data with industry-leading behavioral and technological audience verifications.

White Paper 78

White Paper 2005 Leadership Insights 78

Comm100

FEBRUARY 19, 2020

To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’ To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper. Free Download: Never Miss a VIP White Paper.

White Paper 40

White Paper B2C Social Media E-support 40

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Often they’re either biased, not timely or not actionable.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Amity

OCTOBER 10, 2016

Outcomes: measures of value that customers receiving. More esoteric measurements can be scored, too. If you determine that customers who download your white papers are more likely to renew, or paying their bills on time points to good health, those activities can be added to the mix. Both have merit.

Customer Success 64

Customer Success White Paper Net Promoter Score Management 64

Beyond Philosophy

NOVEMBER 28, 2016

Whenever encountering white papers that conflate the connection between employee engagement and happy customers, the above questions need to be asked. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement. correlation.

Engagement 145

Engagement White Paper 2015 Consulting 145

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. But first, let’s quickly explain what is meant by ‘digital customer experience excellence’.

2022 93

2022 Customer Experience Omnichannel White Paper 93