Keeping a Human Focus in Customer Experience eTouchPoint Today’s customers expect a digital customer experience, but putting to0 much emphasis on digital CX can leave your customers feeling unrecognized. Read our thought leadership article to learn three tips to...
Operational excellence has long been the #1 priority for power and utility companies–but today’s customers expect a different relationship with their service providers. A leading energy company recognized a need to deliver a superior customer experience....
WE Magazine, a publication of Western Energy Institute, recently featured a case study of a successful eTouchPoint engagement with a leading natural gas utility. The byline article by eTouchPoint president, Chip James, highlighted how the forward-thinking energy...
Research firm Forrester has found that nearly 3/4 of all companies consider improving the customer experience (CX) to be their #1 priority. Join us on November 14, 2017 at 11:00 AM ET/8:00 AM PT for a CX webinar to learn how one company with big CX ambitions achieved...
Five Types of CX Insight You Should Have at Your Fingertips eTouchPoint You may have access to many CX metrics—but which ones are the most critical to track every day? To build an effective CX dashboard, you need a mix of metrics that reflect customer perspectives and...
Most days, I don’t find myself wearing any belt, let alone a Six Sigma black belt. I am only an “armchair” Six Sigma observer; I have not spent hours in manufacturing environments learning about Six Sigma. I do, however, have a curiosity about process improvement, a...
Amazing Service Begins with Engaged Leaders eTouchPoint Great customer service isn’t hard to deliver–but excelling at it requires focus and attention. When any service experiences go awry, frontline leaders should look for lessons and opportunities to motivate...
No doubt about it: digital customer engagement and service is on the rise. In fact, many customers assume that businesses will have digital channels to complete transactions and resolve service issues. According to one study, 70% of customers expect company websites...
