CX Analytics

Mid-Market Companies CAN Run with the Big Dogs When it Comes to CX Strategy and Execution

Mid-market companies face the same pressure to meet customer needs as their multi-national enterprise counterparts. In fact, one could argue that the pressure is even greater on mid-market companies given the fierce competition that they face. Commonly defined as companies with revenue between $100 million and $1 billion, many of these companies differentiate on service …

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The Difference Between CX and CFM

The Difference Between Customer Experience and Customer Feedback. Most companies have deployed one or more technologies to capture customer feedback: NPS Surveys, CSAT Surveys, Point of Sale Surveys, Product Reviews and more have been around for decades. However, companies that rely on solicited feedback like this as their only source of customer experience data are …

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The Best Gift You Can Give Your Customers? Understanding Their Experience

Bah, humbug!  As many others may feel, shopping this time of year brings as much frustration and confusion as it does glad tidings and good cheer. The retail customer experience can dampen the mood of even the most enthusiastic person. Let’s face it, holiday shopping is high-pressure stuff. Finding just the right gift brings many …

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BYOD (bring your own data)

If you haven’t been asleep for the past few years, you’re aware that there is a real and growing buzz around Customer Experience (CX).  Every company wants to tackle CX but precious few know where to start. Understanding the thoughts, needs and problems of a customer base is a great place to begin. To do …

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Surveys ≠ CX: Get the Context You Crave with Cross-Channel Analysis

According to the Harvard Business Review, 58% of enterprises are seeing a significant increase in customer retention and loyalty as a result of using customer analytics. But trying to quantify and navigate something as complex as a customer’s relationship with your business is difficult – in large part because there is now a multitude of …

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