CX Analytics

personalization

One size does not fit all: the 3 building blocks of a hyper-personalized CX

Personalization: The holy grail of customer experience, and one of the most difficult tactics to master. It has become something every company attempts to achieve due to its value to customer loyalty. According to a 2016 study by Accenture, 75% of consumers are more likely to buy from a company that recognizes them by name, …

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Energize Your CX Program with New Methods for Old School Root Cause Analysis

I think most would agree that the overarching purpose of any Customer Experience (CX) or Voice of the Customer (VoC) program is the identification and resolution of points in the customer journey that have a negative impact on brand perception. When a customer has a bad experience, there’s almost always an underlying reason that can …

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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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