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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

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. Recognise your business is about the customer and not you. Also, new tech solutions such as AI and machine learning have been getting a lot of attention. How to overcome those challenges?

CX 121
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Customer Experience Challenges According to 15 CX Experts

Lumoa

Aggressive action will be required for many organizations – business model changes, more extensive rigor on digital enablement, acute awareness of customer behaviour in the market and knowledge of ever changing impacts on organizations (i.e. data security, gig economy, AI, machine learning).” How to overcome those challenges?

CX 60
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5 Recommendations for Reopening your VoC Program

PeopleMetrics

Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.” Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.” visit to retail store, hotel, customer home, etc.).

VOC 120
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Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

VOC 82
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Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms. Why is NPS so powerful? Your NPS is 75. Learning from NPS.

NPS 70
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#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

The experience that your customers have as they're providing feedback affects their NPS score going forward in the same way that your other touchpoints, like your website or call center, affect NPS. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.

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Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. Goals usually include either overall customer satisfaction or NPS. 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 83