Does Your Customer Experience Strategy Provide True CX Insights—or Just Data Points?
If you work in customer experience management (CEM), you’ve heard the word “insight” a million times. Every provider talks about it, few attempt to define it, and even fewer follow through on their pr
Customer case management provides systematic insights on service recovery improvements
In order for your customer experience management (CEM) program to have any real impact, you have to be open to change. Brands with staying power are the ones that turn customer feedback into an opport
3 ways to drive customer loyalty + business outcomes with customer case management
We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong.
Bridge the Quantitative–Qualitative Gap in CX Feedback with Text Analytics
When it’s your job to listen to customers and act on their feedback, you absolutely have to be using text analytics. The world’s most successful brands know: it’s the surest way to glean rich insights
Turn Open-Ended Feedback into Actionable Insights With Text Analytics
Leading brands know the quickest path to growth starts with listening to customers. But an increasingly complex customer journey spanning multiple touchpoints can make surfacing actionable insights se
Do Amazon Prime members have different in-store behaviors?
Having an Amazon Prime membership is becoming a standard across the country. In fact, eMarketer predicts that by the end of the year, 51.3% of U.S. households will subscribe to Amazon Prime...
The top 4 ways CEM programs benefit from continuous platform updates
Do you realize the tech you’re using to get the job done today is basically outdated by the time you log off? This constant evolution is the reason your customer experience measurement (CEM) program r
Consistent CX is a key component of customer loyalty
As brands grow physically and digitally, here's how they can use customer experience management to strengthen their image through consistent experiences.
Make it personal: Tips on creating a more click-worthy CX email invitation
As email continues to remain an effective method for most brands to communicate directly with customers, companies face an uphill battle in making sure their messages stand out. And when it comes to e