ClearAction

JUNE 25, 2023

Urgent needs of the 2020s are not yet discussed widely, due to preoccupation with AI and other tech, lots of new people in the CX field since the hub-bub of 2020 (restructuring, layoffs, great resignation), adopting CXM playbooks from tech providers, and over-focus on tactical rather strategic CXM. I love it.

Artificial Intelligence 62

Artificial Intelligence CXM CX Data Mining 62

ClearAction

JULY 11, 2023

A customer’s experience includes a lot that is beyond touchpoints. Your AI/ML/big data is grossly incomplete without mining Customer Service calls. You’ll gain far more value in your Touchpoint Management and Experience Management programs AFTER your organization has learned Experience Leadership Mastery.

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

SurveySensum

JULY 2, 2023

NICE Satmetrix NICE Satmetrix is a customer experience management (CXM) software you can use to measure customer satisfaction. Key Features You can map the entire customer journey , making understanding how users interact at each touchpoint easier. The plans start at $59 per month for 3 users. 10) Hotjar $32 per month 8.9 (10)

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52