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...
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...
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...
With all the buzz around customer experience (CX), it can be difficult to identify the most important CX best practices. That could be why CX initiatives don’t seem to be delivering their promised results—yet. According to a recent survey from Customer Think, just 23%...
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?...
Companies are embracing the importance of customer experience (CX)–but may be struggling to put it into practice. One reason: They have not yet acknowledged the essential link between employee engagement and CX. If you haven’t quite figured out the...
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...
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...
