ECXO

AUGUST 19, 2024

All pictures generated with DALL-E are copyrighted by ECXO. Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.

Customer Experience 359

Customer Experience Customer Journey Map Net Promoter Score B2B 359

eglobalis

AUGUST 19, 2024

Introduction We’re not here to drive the final nail into the coffin of NPS. While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. However, its effectiveness and relevance have come under scrutiny during the years.

NPS 310

NPS Net Promoter Score VOC Actionable Insights 310

Adrian Swinscoe

AUGUST 19, 2024

Recently, I was invited to participate in a discussion about how to improve customer service outcomes. At one point in the discussion, we were talking about […] The post Are assumptions hindering your delivery of great customer service? first appeared on Adrian Swinscoe.

Customer Service 147

Customer Service Omnichannel Customer Experience 147

Execs In The Know

AUGUST 19, 2024

Evaluating AI and automation solutions for your contact center can be a daunting task— especially with so many providers in the marketplace. Where do you even start? How do you identify which challenges to solve with AI, or which platform makes the most sense for your organization? We’ve seen many different approaches to this process—the good, the bad, and the never-actually-got-started—but you don’t have to learn these lessons the hard way.

Contact Center 52

Contact Center AI CRM Start-ups 52

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

SurveySensum

AUGUST 19, 2024

Recently, Mike was looking for brand-new Nike shoes so he visited their website. When he found the perfect pair, he added them to his cart. However, he got distracted and left the website without completing the purchase. After some time, he received a personalized email reminding him about the shoes he left in the cart, encouraging him to complete the purchase.

Touchpoint 52

Touchpoint Social Media Invoicing Text Analytics 52