Posted by Molly Shanahan
Getting everyone in your company to believe Customer Experience is part of their job isn't always easy. While some people understand what you want to achieve for customers straight away, others will...
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March 29, 2017
Topics:
Customer Experience
Posted by Rant & Rave
Tracking and analysing data is an important part of many (if not all) CX job roles. But, with so many customer touchpoints to measure and so many metrics you can use, where do you start?
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March 7, 2017
Topics:
Customer Experience,
NPS,
Measuring Customer Experience
Posted by Rant & Rave
When something is going wrong, and a customer calls in with a query, they want to get an answer as soon as possible.
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March 2, 2017
Topics:
Contact Centre,
Customer Experience
Posted by Rant & Rave
How many digital devices do you have within arms reach? Two? Three? Maybe more?
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March 1, 2017
Topics:
Customer Experience,
Customer Engagement
Posted by Rant & Rave
Closed-loop reporting is a powerful tool for CX professionals. It enables us to prove the value of our work to senior execs and the wider organisation, by showing how it impacts of wider business...
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February 22, 2017
Topics:
Customer Experience,
Customer Engagement,
NPS
Posted by Rant & Rave
Sometimes the thought of giving frontline employees more freedom at work can feel uncomfortable. What if they say the wrong thing? Upset a customer? Or make an expensive mistake?
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February 20, 2017
Topics:
Contact Centre,
Customer Experience
