InteractionMetrics

APRIL 17, 2025

Medallia Medallia’s CX management software is a strong Qualtrics alternative for large companies that want real-time feedback and AI-powered insights. Best For Enterprise teams (especially in finance or hospitality) that need visibility into the full customer journey and fast insights from multiple touchpoints.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

Bill Quiseng

FEBRUARY 7, 2024

Welcome to CX 101. Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. customerservice #customerexperience #custserv #custexp #cx It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. You met their expectations.

CX 78

CX Hospitality Hospitality B2C 78

PeopleMetrics

DECEMBER 5, 2017

You’re measuring NPS and CSAT , and real-time alerts are coming in. 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. A great example comes from one of my hospitality clients. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Customer Bliss

JUNE 6, 2018

He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience. Using this NPS system, he wanted it to be more than just a score card – he used it to understand how you change behaviors and implement changes within an organization. Think about CX of the Future.

VOC 88

VOC CX NPS Hospitality 88

SurveySensum

AUGUST 2, 2024

NPS can do it for you. Calculating the NPS score is not just about crunching numbers – it’s about understanding how your customers truly feel about your product, service, and overall brand. In fact, more than two-thirds of Fortune 1000 companies use NPS as a key metric to gauge the quality of their customer experience.

NPS 52

NPS Customer Loyalty E-commerce Hospitality 52

Shep Hyken

SEPTEMBER 6, 2021

Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients. This is the kind of thing that creates CX legends. A Look at Customer Effort Score and How It Can Help Build Better CX by Dom Nicastro. You’ll smile.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24

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. SurveyMonkey lets you create surveys for measuring CSAT, employee engagement, NPS , market research, etc.,

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Qualtrics

JULY 18, 2019

If this many people are spending money on travel and tourism, hospitality professionals must provide customers with an excellent guest hospitality experience to keep them coming back and to grow their businesses. The Big Data trend in hospitality. Using X-data in hospitality. trillion USD. Request Demo.

Hospitality 45

Hospitality Hospitality Artificial Intelligence CX 45

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. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Zendesk

MAY 17, 2022

Regardless of industry, customer satisfaction score (CSAT) is one of the most popular metrics for gauging how consumers feel about the customer experience (CX). According to our CX Trends Report, 73 percent of business leaders say there’s a direct link between customer service and financial performance. Net Promoter Score® (NPS).

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Experience Investigators

OCTOBER 3, 2023

The opportunity now is for CX leaders to get better at finding and activating unspoken insights from the customer journey, understanding what our customers tell us when they’re simply behaving as normal. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

Lumoa

APRIL 14, 2021

She knows what the CX-related challenges organizations are facing since she has been there herself. I’m Sofia Ohlson and I am the host of Inside CX by Luma. Today we’re going to talk about linking cx with business outcomes. Sofia: So, as I just said, you have a long history in cx. Thank you for watching.

Customer Experience 88

Customer Experience CX Net Promoter Score Start-ups 88

Lumoa

JULY 10, 2018

The CX laggards achieved just 3% growth during the same period. Because of the different switching barriers, the customer experience investments typically lead to highest return on investment in industries such as hospitality, retail and consumer products. How do you know which factors belong to which buckets? Ask your customers!

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

Lumoa

NOVEMBER 29, 2021

The CX laggards achieved just 3% growth during the same period. Because of the different switching barriers, customer experience investments typically lead to the highest return on investment in industries such as hospitality, retail, and consumer products. How do you know which factors belong to which buckets? Ask your customers!

Customer Experience 97

Customer Experience NPS Text Analytics Customer Satisfaction 97

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling. April: When I joined woom Bikes, the U.S.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Qualtrics

JUNE 20, 2019

The person in charge is James Scutt, a former chef who’s bringing some of the lessons learned in the kitchen to bear on Post Office’s nationwide CX transformation. On the demands of the hospitality industry. And everyone in hospitality knows bad word of mouth will kill you in a community. Nothing could be left to chance.

CX 44

CX Hospitality Hospitality NPS 44

SurveySensum

SEPTEMBER 25, 2024

Customer service and CX often get mixed up, but here’s the difference: customer service is a reactive approach to managing customer interactions, while CX is a proactive approach to helping customers have a pleasant experience from the onset to the end However, why does it all matter? Here’s why they’re at the top of their game: 1.

Customer Service 52

Customer Service Hospitality Hospitality NPS 52

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. These engagements are triggered by customer behavior, such as by a drop in product use or slow adoption after onboarding, or by events like opening a support ticket or a response to an NPS score.

NPS 78

NPS Sports Hospitality Hospitality 78

Confirmit

SEPTEMBER 27, 2017

Philadelphia Insurance reached a record NPS® score of 60. You'll also find success stories from AIG, Amadeus Hospitality, Lexis Nexis, and Ulta to help inspire you towards CX greatness. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

Philadelphia Insurance reached a record NPS® score of 60. You'll also find success stories from AIG, Amadeus Hospitality, Lexis Nexis, and Ulta to help inspire you towards CX greatness. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Zendesk

SEPTEMBER 21, 2023

Akin AI Agent (Support) automates guest communication to drive direct bookings for hospitality operators. The app helps you draft perfect support email replies through smart AI responses based on your hospitality business data and provides configurable response styles to match your business voice.

Hospitality 52

Hospitality Hospitality Sentiment Analysis AI 52

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. SurveyMonkey lets you create surveys for measuring CSAT, employee engagement, NPS , market research, etc.,

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

1 to 1

OCTOBER 30, 2024

Particularly noteworthy is the consensus among CX leaders that contact center associates’ role cannot be overstated. The report’s respondents represent an array of business sectors, from banking and financial services to technology, transportation, insurance, hospitality, travel, entertainment, retail, and the public sector.

Contact Center 26

Contact Center Retail Transportation Entertainment 26

Confirmit

JUNE 15, 2017

who, as one of the world’s leading CX analysts, is always a welcome addition to an event. The first was that 55% of executives think that CX is important but show no urgency (a lot of nodding heads) and another was that 52% of businesses don’t know how to provide ROI for their program. Bain & Company, Inc.,

B2B 40

B2B Net Promoter Score VOC NPS 40

Confirmit

SEPTEMBER 24, 2018

Often known as Voice of the Customer software, customer experience management systems have become the norm over the past 2 decades, and are central to the ability for CX leaders in their market to differentiate themselves based on customer experience. Typical CEM software metrics include the following: NPS Score. Customer Effort Score.

CEM 40

CEM Net Promoter Score CRM Voice of the Customer 40

Confirmit

SEPTEMBER 24, 2018

Often known as Voice of the Customer software, customer experience management systems have become the norm over the past 2 decades, and are central to the ability for CX leaders in their market to differentiate themselves based on customer experience. Typical CEM software metrics include the following: NPS Score. Customer Effort Score.

CEM 40

CEM Net Promoter Score CRM Voice of the Customer 40

Zendesk

MAY 2, 2022

While other businesses shuttered their doors, hospitals and insurance providers pushed their limits to care for patients. And increased efficiency didn’t disrupt patient results–the Net Promoter Score® (NPS) for their 24/7 medical service increased from 5 to 8.5 After switching to Zendesk, the company was able to boost its CX.

Healthcare 52

Healthcare Customer Experience Net Promoter Score Hospitality 52

Qualtrics

AUGUST 20, 2021

We asked a panel of experts for their advice on managing the new challenges of CX for B2B. Hear more answers to the biggest CX for B2B questions: Watch the full webinar on-demand now. I get asked all the time, ‘what does successful CX do? “I I get asked all the time, ‘what does successful CX do? And beyond that?

B2B 26

B2B CX NPS Hospitality 26

CX Journey

OCTOBER 6, 2016

Guinness had a savings and loan division for staff, hospital and hospice stays were paid for, and employees received two-thirds of their salary if they were out sick. For customers, Tangerine measures NPS and tracks J.D. Back in the early 1900s! They had a gym and a swimming pool for their employees.

Hospitality 79

Hospitality Hospitality Start-ups NPS 79

SurveySensum

OCTOBER 31, 2023

Customer Experience vs Customer Service: The Key Differences Customer Experience and Customer Service: The Connection Key Takeaways Customer Experience (CX) Customer experience is all about the journey your customers take when they interact with your brand or business. Why is CX important? But, why is it so important?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

Fonolo

JULY 5, 2023

Hospitality firms (think Disney or Ritz-Carlton) are masters at turning mundane customer service encounters into memorable experiences that nurture customer loyalty. cx #BrandPerception Click To Tweet Level of Service: How you treat your customers pre- and post-sale plays a large part in whether they come back.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Qualtrics

OCTOBER 24, 2019

If there’s one key factor in delivering high-quality CX, it’s your staff. Employees are the front line for customer experience, and can have a huge influence on both the day-to-day and the long-term success of your CX program. The CX benefit? Capture the voice of employees in your CX program. REQUEST DEMO. Book a demo.

CX 32

CX Entertainment Hospitality Hospitality 32

CSAT.AI

JANUARY 18, 2022

Scores of a sample of 25,000+ American consumers were based 50% on NPS (Net Promoter Score) and 50% on five criteria: communication, competence, services, customer focus, and accessibility. A hospital interrupting a patient with a customer service survey during a cancer diagnosis is a total lack of empathy. Outstanding Service.

Customer Service 52

Customer Service Manufacturing Net Promoter Score Retail 52

Qualtrics

FEBRUARY 12, 2019

One great example is with MRIs – we know that, if a patient receives an MRI at a free-standing imagery center instead of a hospital, it is one-third of the cost – with the quality being identical and the experience oftentimes better. Traditionally, that’s how healthcare worked.

Healthcare 30

Healthcare Net Promoter Score NPS Hospitality 30

Qualtrics

OCTOBER 15, 2019

If there’s one key factor in delivering high-quality CX, it’s your staff. Employees are the front line for customer experience, and can have a huge influence on both the day-to-day and the long-term success of your CX program. The CX benefit? Discover how you capture the voice of employees in your CX program. Book a demo.

CX 20

CX Entertainment Hospitality Hospitality 20

CSAT.AI

MARCH 24, 2021

I know someone who after having a harrowing series of medical tests over a single six hour period was hit with a survey when leaving the hospital. She was tired, she was stressed and then she was asked to do a survey on a touchpad in a hospital during a pandemic. Then she got hit with a 14 question phone survey a day later.

NPS 59

NPS Net Promoter Score Hospitality Hospitality 59