PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? CX leaders today hold many different titles. What makes a great CX leader. You're not alone.

CX 76

CX CEM Business Administration Machine Learning 76

PeopleMetrics

MARCH 1, 2018

Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: T he Importance of Aligning CX with Marketing. Sean holds a Ph.D.

CX 97

CX CEM Finance Touchpoint 97

PeopleMetrics

FEBRUARY 21, 2018

There is even more room for disparity when CX lives in departments other than Marketing. Watch this edition of CX Secrets above , or click here to download the video transcript. In fact, many of our clients even house CX within the marketing world. Getting on the same page. The 40 Lessons That Turn Customer Feedback into Gold.

CX 67

CX CEM Business Administration Machine Learning 67

PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! CX Secrets includes exclusive bonus material from Sean's book. Look out for more CX Secrets videos soon, and the book release in early 2018!

CX 70

CX CEM Business Administration Machine Learning 70

PeopleMetrics

MARCH 12, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Net Promoter Score 70

Net Promoter Score CEM CX Business Administration 70

PeopleMetrics

SEPTEMBER 24, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 226

VOC CEM Voice of the Customer Business Administration 226

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX 121

CX Customer Experience Education Machine Learning 121

PeopleMetrics

AUGUST 21, 2018

For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 82

VOC NPS CEM CX 82

Fonolo

MARCH 28, 2023

They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX. CX matters! CX #CustomerServiceManagers Click To Tweet How Much Money Does a Customer Experience Manager Make?

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Lumoa

OCTOBER 31, 2018

We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. 2018 will be the year of CX and AI.?

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. She is a regular speaker at CX events and conferences across Europe. She studied in Frankfurt (Germany) & Madrid (Spain) and lived and worked in London for three years.

Legal 81

Legal CX Business Administration Touchpoint 81

Win the Customer

JANUARY 8, 2016

The Small Business Administration has a wealth of information on business planning, including templates for easy creation. As part of the business plan, you should create a marketing plan that helps guide you and your business in developing lasting relationships with customers.

CX 69

CX Business Administration Start-ups Sales 69

PeopleMetrics

MARCH 4, 2020

Closing the loop may not sound like a big deal, but fifteen years ago, when CX measurement was owned by market research, this kind of individual customer feedback was not reported on — and it wasn’t shared with the employees who could respond to the feedback and resolve issues. Sean holds a Ph.D.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

PeopleMetrics

JUNE 29, 2020

After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

JULY 13, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 71

VOC CEM Business Administration Machine Learning 71

PeopleMetrics

JULY 23, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

PeopleMetrics

MAY 13, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM 116

CEM Business Administration Machine Learning Customer Feedback 116

PeopleMetrics

JUNE 18, 2019

This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology. Are you balancing your CX technology and human investments? To explore more CX lessons, click here to download your copy of Listen or Die. What CX lessons have you learned in 2019? Sean holds a Ph.D.

CEM 48

CEM VOC Business Administration Machine Learning 48

Customer Bliss

JANUARY 4, 2019

His C-Suite was receptive to the plan because they already had previous knowledge of some of the CX challenges from Alan’s initial feedback presentation. Combine strategic and operational skills to create a realistic CX plan that your team can execute. CustomerExperience #CX Click To Tweet. About Alan Dubovsky.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

PeopleMetrics

JULY 29, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

PeopleMetrics

SEPTEMBER 12, 2019

When your in-location experience is different from your web experience, or when your web experience is different from the experience a customer has with your native mobile app, this inconsistent CX will create problems. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Sean holds a Ph.D.

Touchpoint 86

Touchpoint CEM Business Administration NPS 86

Zendesk

DECEMBER 15, 2023

On the other hand, too few agents can negatively impact the employee and customer experience (CX) , possibly resulting in overwhelmed workers and long wait times to speak with a representative. gated-cta-in-post] Workforce manager qualifications The exact qualifications for a workforce manager can vary between industries and organizations.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

PeopleMetrics

JUNE 8, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM 78

CEM VOC Business Administration Machine Learning 78

PeopleMetrics

MAY 28, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM 87

CEM VOC Business Administration Machine Learning 87

PeopleMetrics

JUNE 4, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

AUGUST 7, 2019

If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment. Then begin to create your own internal business case for VoC. Start with the facts. Look inside at CLV to determine ROI. Conclusion.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

MAY 24, 2018

Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons. These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. A book for CX leaders. Sean holds a Ph.D.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

NOVEMBER 22, 2019

Looking for creative ways to talk about CX? His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 54

VOC CEM Business Administration Machine Learning 54

PeopleMetrics

FEBRUARY 20, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

JUNE 17, 2020

This is someone at the company who is passionate about CX, fully supports VoC, and will commit to seeing the process through. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Identify a Sponsor. Sean holds a Ph.D.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

OCTOBER 3, 2019

If your VoC program is more mature or you have experienced CX and VoC resources at your disposal, then an order taker that executes flawlessly makes sense. If you are just starting out or your industry has gone through rapid change, partnering with a firm that can provide expertise within CX and VoC will be well worth the investment.

VOC 60

VOC CEM Business Administration Machine Learning 60

PeopleMetrics

DECEMBER 27, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 82

VOC Legal CEM Pharmaceutical 82

PeopleMetrics

MARCH 21, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: Use Internal Benchmarking to Quickly Enhance CX. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

CEM 82

CEM Business Administration Machine Learning Social Media 82

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? So why does the transition from market research to customer experience come so naturally to CX professionals? His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

OCTOBER 29, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

MARCH 16, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 78

VOC Close the Loop CEM Business Administration 78