Posted by Sam Roberts
Do you rely on one metric to measure Customer Experience? It’s not uncommon for companies to rely solely on C-Sat or NPS when measuring Customer Experience, but the metrics used aren’t always...
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May 16, 2017
Topics:
Customer Experience,
Metrics
Posted by Sam Roberts
The CX landscape is constantly changing. Knowing what's relevant and what isn't is a major challenge - especially when these trends seem to develop so fast. Something that seemed exciting and fresh...
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May 10, 2017
Topics:
Customer Experience,
Customer Insight
Posted by Sam Roberts
Survey tools are predominately used to capture feedback and whilst these tools provide answers into what your customers are thinking, they're often built with flawed questioning, fail to capture how...
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May 9, 2017
Topics:
Real-Time Feedback,
Customer Feedback Survey
Posted by Sam Roberts
When was the last time you sat back, hands resting behind your head and though, "I think we’ve totally nailed our approach to Customer Experience?”
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April 25, 2017
Topics:
Customer Experience,
Voice Of The Customer
Posted by Sam Roberts
With our next event 'Putting The Soul Back Into CX' drawing closer and closer we are pleased to announce that Fiona Briggs, Editor and Publisher of Retail Times will be joining us as an expert...
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April 20, 2017
Topics:
Customer Experience
Posted by Sam Roberts
Wave goodbye to stuffy corporate conferences, our event 'Putting the Soul Back into CX' was all about the role of emotion and the importance of people-to-people interactions in Customer Experience.
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April 19, 2017
Topics:
Customer Experience,
Customer Engagement
