eTouchPoint recently released several high-value enhancements throughout its customer experience (CX) platform. The latest feature release is built around client enhancement requests and demonstrates eTouchPoint’s ongoing commitment to evolving its solutions to...
Metrics are a foundational element of every Customer Experience (CX) program. With all the metrics available–including industry-standard ones and internally-developed ones–it can be hard to determine which ones to track on a regular basis. Our experience...
How to Use VoC Feedback to Motivate Your Team eTouchPoint How can you motivate your team to improve the customer experience (CX)? Sharing voice of the customer (VoC) feedback with front-line team members helps them see how their actions affect customer perceptions....
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...
It is apparent in almost all markets around the world now that growth comes from keeping and growing current customers. Even in markets like India, acquisition of new customers–both from competition and new-entrants through social mobility–is slowing down....
When designing CX surveys, companies often pay close attention to selecting the right mix of closed-ended questions. They may weigh the pros and cons of popular industry metrics—such as NPS, CSAT, or Customer Effort Score—and consider their own measurement needs....
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...
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...
