Execs In The Know

MARCH 10, 2025

The energy at the Customer Response Summit (CRS) in Clearwater Beach, FL, was unmistakable. Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Leaders walked into sessions with big questions: How do we ensure AI doesnt erode customer trust? The takeaway?

CX 94

CX AI CX Transformation Artificial Intelligence 94

InteractionMetrics

APRIL 17, 2025

Its a curated list of 17 Qualtrics alternatives, each chosen for a specific strengthwhether thats streamlined online surveys, better integrations, or smarter ways to tie customer feedback data to revenue. (If AskNicely AskNicely is a great fit for service-focused teams that need fast, actionable customer feedback.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard.

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Callminer

FEBRUARY 27, 2019

.” — Ruchika Sharma, 12 Voice of the Customer Methodologies to Generate a Goldmine of Customer Feedback , Hubspot; Twitter: @HubSpot. Anticipatory service is the highest level of service, and it’s here that hospitality organizations shine. Hospitality isn’t just about providing what a customer (guest) asks for.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Customer Bliss

JUNE 6, 2018

Think about CX of the Future. As the VP of CX and Loyalty at Hertz, similar to a few of my other previous podcast guests, when Eric was hired for the job, there wasn’t a clear job description for his work. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

VOC 88

VOC CX NPS Hospitality 88

Execs In The Know

MARCH 10, 2025

The energy at the Customer Response Summit (CRS) in Clearwater Beach, FL, was unmistakable. Customer experience (CX) leaders werent just there to listen; they were there to tackle evolving CX together. Leaders walked into sessions with big questions: How do we ensure AI doesnt erode customer trust? The takeaway?

CX 64

CX AI CX Transformation Artificial Intelligence 64

Experience Investigators

OCTOBER 3, 2023

Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them. With the help of artificial intelligence and a few less technical approaches, you can greatly improve your customer experience by listening to unspoken feedback.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

SurveySensum

JANUARY 16, 2025

In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

APRIL 14, 2021

Johanna has a history of working in big corporates like Nokia and Microsoft, working with business strategy and development, which lead her into the customer experience field. She knows what the CX-related challenges organizations are facing since she has been there herself. Sofia: So, as I just said, you have a long history in cx.

Customer Experience 88

Customer Experience CX Net Promoter Score Start-ups 88

Zendesk

SEPTEMBER 23, 2022

The challenge is complex: making it easier for healthcare consumers (which is most people, at some point) to get what they need, and making it easier for those on the front lines of customer service to facilitate that for them. The CX Accelerator report includes insights from nearly 5,000 customer service decision-makers around the world.

Healthcare 52

Healthcare CX Hospitality Hospitality 52

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Here are 100 of the strangest things retailers have been asked by customers. Here are my top five picks from last week. by Jon Picoult.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

CX Journey

JUNE 19, 2015

A couple years ago, I wrote about several different ways to get executive buy-in for your customer experience initiatives and to get a commitment from them to focus the organization on the customer and on driving change to better the customer experience. Jude’s Children’s Hospitals, and Bombardier Aircraft.

Invoicing 82

Invoicing Customer Journey Map Hospitality Hospitality 82

Experience Investigators

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Here are three ideas.

CX 52

CX Sports Customer Journey Map Hospitality 52

PeopleMetrics

JANUARY 18, 2022

Customer satisfaction software is any tool or platform that a business uses to measure its customers’ satisfaction with the products, services, or experiences it offers. It can come in a number of forms, from comprehensive customer experience (CX) platforms to simple online survey tools. Full support.

Customer Satisfaction 62

Customer Satisfaction Pharmaceutical Net Promoter Score Customer Feedback 62

Zendesk

MAY 17, 2022

While this means more work for your support agents, it also means there are more opportunities for you to expand and retain your customer base. Regardless of industry, customer satisfaction score (CSAT) is one of the most popular metrics for gauging how consumers feel about the customer experience (CX). Here’s why.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Lumoa

NOVEMBER 29, 2021

Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Not always, but often.

Customer Experience 97

Customer Experience NPS Text Analytics Customer Satisfaction 97

SurveySensum

DECEMBER 18, 2024

Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or service to their friends and family. But how can you know if it is a good or bad NPS score ? Scroll down and find out.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Lumoa

JULY 10, 2018

Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Not always, but often.

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

Confirmit

MARCH 22, 2020

While we cannot do much to help you secure such household goods, we can help you navigate the confusing waters of Customer Experience (CX) during times of crisis. In the past few days, we’ve been getting a lot of questions from our clients on best CX practices in light of Covid-19. Your Questions Explored.

Customer Experience 52

Customer Experience Hospitality Hospitality B2C 52

Shep Hyken

JANUARY 7, 2022

However, look at the volume of customer feedback you get and separate them into legitimate issues and surface-level whining. With more than 16 years of experience in the attractions industry, Josh specializes in guest experience, including hospitality standards, complaint resolution, and guest feedback.

Entertainment 77

Entertainment Hospitality Hospitality Start-ups 77

RateMyService

AUGUST 20, 2024

Customer Experience x Data Privacya symbiotic relationship How can Customer Experience (CX) professionals navigate the delicate balance between creating outstanding experiences and respecting privacy? Perhaps youre considering sending personalised promotions, requesting feedback or engaging them through WhatsApp.

Customer Experience 52

Customer Experience Legal Hospitality Hospitality 52

SurveySensum

AUGUST 2, 2024

Efficiency and Accuracy : With ChatGPT you can process and analyze a large number of customer feedback and reviews in a matter of minutes, increasing team productivity and efficiency. Scalability and Flexibility : With ChatGPT, handling increasing volumes of customer feedback has never been easier.

NPS 52

NPS Customer Loyalty E-commerce Hospitality 52

Execs In The Know

MARCH 4, 2022

Because the customer journey doesn’t end with the purchase, customer analytics solutions go past the point of purchase to monitor and analyze behavior through customer service interactions and beyond. To learn more about this and other critical CX topics, register for Execs In The Know’s Customer Response Summit Clearwater.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Confirmit

SEPTEMBER 27, 2017

Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. You'll also find success stories from AIG, Amadeus Hospitality, Lexis Nexis, and Ulta to help inspire you towards CX greatness. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. You'll also find success stories from AIG, Amadeus Hospitality, Lexis Nexis, and Ulta to help inspire you towards CX greatness. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

VOZIQ

APRIL 8, 2022

This book talks about personalized content platforms that tailor content to individual customer’s needs and can even personalize based on reading patterns, interests, and keywords. Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program. Author: Jeff Sheehan.

Customer Experience 40

Customer Experience Hospitality Hospitality Touchpoint 40

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. Account Management Vs. Customer Success. The hospitality platform SevenRooms needed to pivot to help restaurants affected by COVID-19. Case Study: SevenRooms.

NPS 78

NPS Sports Hospitality Hospitality 78

SurveySensum

OCTOBER 31, 2023

What are customer experience and customer service, how they’re connected, their differences, why do they matter for your business, and how a customer feedback platform can help you ease your work to enhance the overall experience? Why is CX important? In this blog, we will explore the same.

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

Qualtrics

JULY 17, 2019

Find out how you can empower your people to deliver better experiences for customers. The link between employee experience (EX) and customer experience (CX) has been well documented, 1 including a study by the XM Institute that found CX leaders consistently demonstrate better EX results too.

CX 29

CX Customer Experience Close the Loop Hospitality 29

SurveySensum

JUNE 18, 2019

Across the globe, businesses are pouring more resources than ever into enhancing product or service usability to build strong customer experience (CX). In recent years, customer experience has become a major thing. An integrated customer feedback mechanism can help in reigning positive experience.

Artificial Intelligence 40

Artificial Intelligence AI Customer Experience Hospitality 40

Shep Hyken

NOVEMBER 11, 2022

This week, we feature an article by Claron Kinny, SEO Outreach Specialist at Beaconstac , a company that creates and manages QR codes for brands for an immersive offline and online CX. He shares how companies can use QR codes to improve customer service and experience. QR codes for customer feedback .

Customer Service 57

Customer Service Social Media Hospitality Hospitality 57

Fonolo

JULY 5, 2023

Happier employees make happier customers One of the most prolific findings across our research was this: when your employees are content, your customers will be satisfied too. And if you want your employees to help you improve customer perception of your brand, you have to start with them. You need qualitative data too.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

JANUARY 16, 2025

In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Confirmit

JUNE 15, 2017

who, as one of the world’s leading CX analysts, is always a welcome addition to an event. During her presentation, she shared some fascinating statistics around organizations’ commitment to customer experience programs. We were delighted to welcome Maxie Schmidt-Subramanian, Principal Analyst, Forrester Research, Inc.

B2B 40

B2B Net Promoter Score VOC NPS 40

Qualtrics

OCTOBER 24, 2019

Here’s how your teams can deliver an excellent customer experience right through to January – and want to stick around afterwards, too. If there’s one key factor in delivering high-quality CX, it’s your staff. Here’s how you can set the scene for a positive experience for both staff and customers this winter holiday period.

CX 32

CX Entertainment Hospitality Hospitality 32

Qualtrics

OCTOBER 15, 2019

Here’s how your teams can deliver an excellent customer experience right through to January – and want to stick around afterwards, too. If there’s one key factor in delivering high-quality CX, it’s your staff. Here’s how you can set the scene for a positive experience for both staff and customers this winter holiday period.

CX 20

CX Entertainment Hospitality Hospitality 20