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YOUR GATEWAY TO THE WORLD OF CUSTOMER LOYALTY
We’ve all said it. Maybe you’ve even had the same words hurled at you. “You people!” This phrase speaks volumes about how a customer feels about your product or service, and it doesn’t mean you’re doing a great...Read More
With the holiday spirit upon us, there is more emphasis on consumer behaviors and drivers. However, as we look towards 2016, I find myself thinking about the fact that at the end of each day, aren’t we are all just human? By this, I...Read More
Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan.Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across...Read More
What’s the employee sophomore slump? According to CIO.com writer Sarah K. White in her article, “How to use gamification to improve employee engagement,” it’s when “the high of a new job wears off...Read More
This past summer, Verint conducted a survey—in conjunction with analyst and consultancy firm Ovum and UK-based research company Opinium—of more than 18,000 global consumers that found customers mostly want quick, efficient responses to...Read More
Digital transformation is a reoccurring theme in today’s business environment. As companies work tirelessly to adapt to customer demands, they are faced with new business challenges. To take on a cultural change, employee engagement...Read More
Two years ago, I was part of an effort to create, develop and formalize the CX program for my organization—and still play a critical role in managing this program today. The primary goal was to implement a voice of the customer initiative...Read More
A few years ago, surveys were the only source of customer feedback used to support a company’s Voice of the Customer (VoC) efforts. Fast forward and we’re now at the other end of the spectrum, with a multitude of services ...Read More
We all want to see constant improvement, but what do you do when customer satisfaction flat lines?
The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience...Read More
Ever since the creation of the front-facing smartphone camera, the “selfie” has exploded in popularity—especially among younger people—with millions of one-armed photos flooding the Internet.
While selfies are a form of...Read More