CX Webinar: 100 Days to a Next-Level CX Program

CX Webinar: 100 Days to a Next-Level CX Program

Whether you’re just starting out in customer experience (CX) or have an established program, you can apply proven best practices to accelerate your CX initiatives. In this video replay of our CX webinar 100 Days to a Next-Level CX Program, you will learn about...
CX Conversation: Closed Loop Alerting and CX

CX Conversation: Closed Loop Alerting and CX

4 Practical Tips to Win Support for Closed Loop Alerting eTouchPoint CX-savvy companies know that resolving the concerns of unhappy customers can improve customer satisfaction and boost business outcomes. Adopting closed loop alerting (CLA) practices can be a true...
3 Best Practices to Manage Negative CX Feedback

3 Best Practices to Manage Negative CX Feedback

Over two decades ago, writing in the Harvard Business Review, Frederick Reichheld—best known as the creator of the Net Promoter Score ® measurement approach— stated that companies should learn all they could from customer defections. However, he noted, companies...
100 Days to a Next-Level CX Program

100 Days to a Next-Level CX Program

Wherever you are in your customer experience (CX) journey, you can adopt proven best practices to advance your CX initiatives. In this webinar, you will learn the four building blocks of successful CX–and how to incorporate them into your CX program. Our...
Why Closed-Loop Alerting is a Must for Every Brand

Why Closed-Loop Alerting is a Must for Every Brand

Many organizations want loyal customers–and may have invested in rewards programs or other strategies. These approaches are solid first steps, but companies must do more. They should adopt closed-loop alerting (CLA) programs to reach out to and retain customers...
Are Your Customers Secretly Unhappy with Your Brand?

Are Your Customers Secretly Unhappy with Your Brand?

Customer service teams handle complaints every day. Even so, consumer studies indicate that most unhappy customers don’t take their concerns to companies that disappoint them. A popular metric in the customer experience (CX) community suggests that for every one...
5 Types of CX Insight You Should Have at Your Fingertips

5 Types of CX Insight You Should Have at Your Fingertips

Choosing customer experience (CX) metrics that provide meaningful insights into how your organization is performing can be a difficult task.  While there are many metrics that can be included, the most effective strategy is to select metrics that provide CX insights...