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cx confidential

[Web series] Customer Experience Confidential: September 2020 Session

  Join Christopher Stark and Kahlil Dumas on the 3rd Thursday of every month @ 11am PST at: https://topbox.zoom.us/j/39970436 No topic is off-limits because Chris and Kahlil have seen it all, first as hands-on CX practitioners and now on the customer success team at Topbox, helping practitioners across industries establish and demonstrate business results from …

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journey mapping

Wednesday Wisdom: Have you seen value in journey mapping?

  In this week’s #WednesdayWisdom, experienced CX practitioners Chris and Kahlil are answering the question, “Have you seen value in journey mapping? My CX team is thinking of investing in this to better understand the customer.” Get answers to your most challenging customer experience questions! Join our monthly web series “Customer Experience Confidential” every 3rd …

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[Webinar] Why CX Programs Struggle to Demonstrate Results

Webinar: Why CX Programs Struggle to Demonstrate Results   Despite heavy investment over the past few years, CX programs are struggling to demonstrate measurable business outcomes. One of the primary reasons for this is the lack of a comprehensive and unified view of the customer experience. A proliferation of siloed, mostly survey-based, VoC efforts across …

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cx program

[Webinar] How to Use CX Insights to Drive Change, Show Business Value

Webinar: How to Use CX Insights to Drive Change, Show Business Value   In recent years many companies invested heavily in CX programs and teams but most have yet to demonstrate a measurable business impact. CustomerThink research has found just one in four CX initiatives are able to show an ROI. The current economic crisis …

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cx program

[Webinar] Three Steps to Proving the Business Results of your CX Program

Webinar: Three Steps to Proving the Business Results of your CX Program   Despite heavy investment over the past few years, CX programs are struggling to demonstrate measurable business outcomes. One of the primary reasons for this is the lack of a comprehensive and unified view of the customer experience. A proliferation of siloed, mostly …

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Unitus Community Credit Union Improves the Member Experience with Topbox CX Analytics

  Unitus Community Credit Union uses Topbox Enterprise CX Analytics to analyze everyday member interactions taking place by phone, on the website, and in-app secure messages. By identifying the root causes of member friction the Unitus team can quickly take action – resolving friction points, improving services, and exceeding member expectations, all without causing survey …

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DoorDash Manages Complex Experience Ecosystem with Topbox

  Doordash, the #1 on-demand delivery service, turned to Topbox to help them exceed expectations in a complex experience ecosystem of customers, drivers, and merchants. By tapping into the detailed and candid feedback inherent in everyday customer interactions, Topbox has unlocked new sources of actionable CX data that help DoorDash lower costs, improve retention, and …

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[Web series] Customer Experience Confidential: June 2020 Session

Join Christopher Stark and Kahlil Dumas on the 3rd Thursday of every month @ 11am PST at: https://topbox.zoom.us/j/39970436 No topic is off-limits because Chris and Kahlil have seen it all, first as hands-on CX practitioners and now on the customer success team at Topbox, helping practitioners across industries establish and demonstrate business results from their …

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Brand Experience Score™

Brand Experience Score, or BXS™, leverages Topbox’s speech, text and sentiment analysis to curate, classify, and score contextually rich, unsolicited feedback. The data is classified into key business areas and rendered as a numerical score on the BXS dashboard for use by senior management as executive oversight, and by operators as a starting point for …

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