CX Conversation: Measuring Customer Effort

CX Conversation: Measuring Customer Effort

This month, our focus is on a popular CX metric–the Customer Effort Score (CES). Learn why CES should be an important part of your feedback gathering mix with our curated collection of top CX content: Customer Effort Score A Primer and Recommendations for CX...
How to Increase the Consistency of Employee Experience Performance

How to Increase the Consistency of Employee Experience Performance

In recent years, many companies have looked to self-service options and artificial intelligence (AI) solutions to streamline the customer experience (CX). While it’s true that customers like easy answers to their questions, companies shouldn’t neglect the...
How a Fortune 100 Leader Created a Customer-Focused Culture

How a Fortune 100 Leader Created a Customer-Focused Culture

Most companies know they need to deliver an outstanding customer experience (CX)—or they risk losing customers and revenues. Fostering a customer-centric culture is on the must-do lists of many top organizations. Still, shifting from the legacy business mindset that...
CX Conversation: Our Most Popular CX White Papers

CX Conversation: Our Most Popular CX White Papers

How Mature is Your CX Program? A Review of 3 CX Maturity Models eTouchPoint Customer experience (CX) is a journey. Even the companies that seem to be on top of their game need to focus on continuous improvement. What milestones mark the path to CX excellence?...
7 Key Themes of Customer Emotions

7 Key Themes of Customer Emotions

I enjoy my role as a customer. I take it quite seriously. Over the past 25 years, I have probably signed up for every loyalty program that brands have offered me. I have tried to participate in many of their campaigns and feedback, wearing the customers’ hat. It has...
CX Conversation: Keeping a Human Focus in CX

CX Conversation: Keeping a Human Focus in CX

5 Key Lessons About Emotions and Customer Experience eTouchPoint Today’s most successful companies make significant investments in customer experience (CX). While they tend to emphasize boosting customer satisfaction, experts believe building emotional bonds...