PeopleMetrics

JUNE 17, 2020

After you know where you stand based on the results of the relationship survey, you can then start to put together the building blocks of the core of your VoC program by selecting one touchpoint to focus on with a transactional survey. Is this now a digital touchpoint? Has this changed based on recent events? Identify a Sponsor.

VOC 83

VOC CEM Touchpoint Business Administration 83

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. The maturity model looks different in different areas of a business, as you’d expect. .

Legal 81

Legal CX Business Administration Touchpoint 81

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. These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., Gearing up to reopen?

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

JULY 10, 2018

Here’s the key point for now: when customer feedback reaches those who interact with customers every day (usually called the front line or operators ), and they are empowered to act on this feedback and save potentially lost customers, a CX mindset is extended to the entire company. Customer Touchpoints. Sean holds a Ph.D.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

JULY 23, 2018

At a hotel, quality assurance (QA) professionals pretend to be a typical guest and have a checklist that reflects all the touchpoints a real guest might experience. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Was the bed made?

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

PeopleMetrics

FEBRUARY 20, 2019

Asking a customer for feedback immediately after a recent experience creates a new touchpoint of its own. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Better Relationships. Sean holds a Ph.D.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

NOVEMBER 22, 2019

At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. Looking for creative ways to talk about CX? in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

VOC 54

VOC CEM Business Administration Machine Learning 54

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

PeopleMetrics

OCTOBER 29, 2019

Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Most customers will not even read this, let alone answer it.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

OCTOBER 3, 2019

In this scenario, you figure out the touchpoints and the questions to ask customers. 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. The CX story you tell executives must reinforce the program’s ROI. And be specific.

VOC 60

VOC CEM Business Administration Machine Learning 60

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

Zendesk

MARCH 2, 2023

Retail trend FAQ Top 5 trends in the retail industry “The new normal is, in fact, the old normal in retail,” says Dr. James Cash, emeritus professor of business administration at Harvard Business School. Key takeaway: Phygital is all about the data—it’s important to connect touchpoints across the customer journey.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Qualtrics

DECEMBER 20, 2018

I get to work with engineering teams to build products focused on helping customers optimize their Digital CX, and their employee experience across the moments and touchpoints that matter. My own why is to always put experiences first (whether they are for family, colleagues or in my customer and product interactions).

Engineering 34

Engineering Business Administration Management Consulting Touchpoint 34

Qualtrics

DECEMBER 20, 2018

I get to work with engineering teams to build products focused on helping customers optimize their Digital CX, and their employee experience across the moments and touchpoints that matter. My own why is to always put experiences first (whether they are for family, colleagues or in my customer and product interactions).

Engineering 20

Engineering Business Administration Management Consulting Touchpoint 20