Today, most companies seem to recognize that customer experience (CX) is an essential element of their business. They’ve taken first steps into building a CX foundation by inviting customers to participate in surveys and offer feedback. But companies could gain...
Customers’ expectations about how brands interact with them are evolving. CX-savvy brands are applying innovations to capitalize on this trend and accelerate their CX feedback gathering activities by: Using each of the three primary contact channels—IVR, web/email,...
Texting has quickly become a dominant form of communication for adults. Each day, mobile phone users send more than 20 billion SMS messages, which equates to more than 7.3 billion each year. Those are impressive statistics, but do not prove the compelling case for...
It’s no secret that CX programs thrive on data. And CX practitioners face the continual challenge of how to collect more feedback from customers—in an information-saturated world. Survey fatigue is a very real problem for today’s customers. People receive so many...
