Generating CX Improvements – Is Six Sigma a Possible Methodology?

Generating CX Improvements – Is Six Sigma a Possible Methodology?

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...
CX Conversation: CX Metrics Programs

CX Conversation: CX Metrics Programs

How to Improve Your Baseline Customer Experience Performance eTouchPoint   Your baseline CX metrics provide a solid foundation for charting the evolution of your program over time.   These metrics help you understand how each step you take affects the customer...
7 Steps to Fix a Broken CX Metrics Program

7 Steps to Fix a Broken CX Metrics Program

On the surface, customer experience (CX) seems like an intangible concept. Even industry experts agree that emotions are the heart of experiences. Still, experts concur that establishing a CX metrics program is vitally essential for lasting success. A solid CX...
CX Conversation: CX Program Effectiveness

CX Conversation: CX Program Effectiveness

3 CX Practices That Yield the Best ROI eTouchPoint Today’s organizations must implement effective CX programs to meet growing customer expectations for an exceptional customer experience. Great CX programming not only satisfies customers, but also ensures a worthwhile...