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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

CX Q&A: Have you seen value in journey mapping?

  In this week’s ‘Customer Experience Confidential’ session, 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 …

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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 …

[Web series] Customer Experience Confidential: June 2020 Session Read More »

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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cx channels

CX Q&A: Which channels should CX teams be prioritizing?

  This week, experienced CX practitioners Chris and Kahlil are answering the question, “In regards to COVID-19, which channels should CX teams be prioritizing for customer feedback?” To get answers to your toughest customer experience questions, join Chris and Kahlil on the 3rd Thursday of every month @ 11am PST at: https://topbox.zoom.us/j/399704363 You can also …

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roi cx activity

CX Q&A: How do you calculate ROI on a specific CX activity?

  This week, experienced CX practitioners Chris and Kahlil are answering the question, “When customer behavior is caused by multiple factors, how do you calculate ROI on any one specific CX activity?” To get answers to your toughest customer experience questions, join Chris and Kahlil on the 3rd Thursday of every month @ 11am PST …

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COVID-19 Operational Considerations

Prior to starting Topbox, our executive team leads outsourced contact center operations for dozens of global brands, managing nearly 50,000 agents across more than a dozen countries. We have decades of contact center operations experience and wanted to share a few thoughts about how to optimize your operations while facing this unprecedented time. To get …

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