Bill Quiseng

NOVEMBER 1, 2023

We remember our favorite sports leagues like the NFL, NBA, MLB, and NHL. And it’s the best emotional value in their experience, not your best customer journey mapping, Peak End Rule, NPS, CSAT, CES or other CX metric strategy of your experience. It’s because most of us can only remember up to three things.

CXM 97

CXM CX Customer Journey Map Sports 97

Experience Investigators

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. Strategic Investments in Customer Experience As we often say, CX is a team sport. However, feedback alone cannot direct a strategy.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

CSAT.AI

AUGUST 3, 2022

They have inspired the world so much that what started as a children’s building toy has evolved into an international adult sporting competition. They created an NPS range of -100 to 100 to gauge where the top 100 companies landed in their final list. Lego doesn’t just have customers, they have collectors and even competitors.

Entertainment 102

Entertainment Sports Innovation Gaming 102

Lumoa

FEBRUARY 6, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Also, new tech solutions such as AI and machine learning have been getting a lot of attention. How to overcome those challenges? Recognise your business is about the customer and not you. And why not?

CX 129

CX Customer Experience Education Machine Learning 129

Steven Van Belleghem

DECEMBER 6, 2021

Popular survey tools like NPS, CSAT, Customer Effort and other metrics are extremely important, but realize they are a history lesson. And with AI becoming more powerful, future behavior can be predicted. . Customer questionnaires are expanding to include more than the traditional Net Promoter (NPS) rating.

CX 123

CX Customer Experience Non-Profits Social Media 123

ClearAction

JULY 29, 2018

If they offer a credit card or Echo AI device, customers are much more open to these because of trust developed over time.” Sporting environments requiring teamwork and a trust mindset can contribute a lot to customer-centricity.” Trust is higher in Amazon than in many other organizations.

Finance 48

Finance Sports NPS Customer Retention 48

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. data security, gig economy, AI, machine learning).” It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. 2018 will be the year of CX and AI.? How to overcome those challenges?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64