The CX Conversation
Updates & Insights from eTouchPoint
How to Increase the Consistency of Employee Experience Performance
Do you know if your frontline employees deliver brand-affirming interactions–every time they engage with customers? To excel at CX, you must increase the consistency of the experiences your team delivers. Our white paper explains why you must focus on employee experience performance.
How a Fortune 100 Leader Created a Customer-Focused Culture
Building a customer-focused culture is on the wish list of many organizations. One household-name leader made this aspiration a reality by implementing survey and alerting solutions–and sharing CX insights with employees.
Customer Experience Best Practices from Fortune 500 Communications Providers
With all the buzz about customer experience, it can be hard to single out the most important CX best practices. Our study of Fortune 500 leaders in the U.S. and Canada identified nine CX critical success factors you need to know and adopt.
CX Conversation: Our Most Popular CX White Papers
We’ve collected our most popular CX white papers in a single place for easy access. Learn about program maturity, technology must-haves, feedback gathering trends, and more.
How to Achieve 5 Employee Engagement Mandates with Customer Experience Best Practices
Organizations are starting to see that happy employees are likely to deliver standout customer experiences. But many have a long way to go to build an engaged culture. Learn how CX best practices can help you fortify employee engagement.
7 Key Themes of Customer Emotions
Although customer experience is a data-driven practice, we should never neglect the importance of customer emotions in each interaction. This guest post reveals 7 things your customers may be thinking when they engage with your brand.
CX Conversation: Keeping a Human Focus in CX
When companies focus too heavily on metrics and data, the fundamental emotional component of the customer experience can get lost. Learn how to cultivate a people-first approach and keep a human focus in CX.
Improve Your Customer Experience: Expect the Unexpected
Most customers expect to receive adequate service from businesses. But what if you truly want to make a lasting, positive impression on your customers? What if you want to leave them in awe? Learn how unexpected gestures can improve your customer experience.
Advanced CX Platforms: Your Guide to Must-Have Features
Nearly 90% of executives agree that having the right technology in place is key to CX success. Yet, three-quarters of companies lack the infrastructure they need to study CX effectively.
CX Conversation: Level Up Your CX Program
Customer expectations are constantly rising. You can’t let your CX practices stagnate. Instead, follow expert advice to level up your CX program.
eTouchPoint Advances CX Reporting Platform with Major Product Release 8.13
eTouchPoint recently released several high-value enhancements throughout its customer experience (CX) platform, including updates to its CX reporting platform. The latest feature release is built around client enhancement requests and demonstrates eTouchPoint’s ongoing commitment to evolving its solutions.
Do You Know Your Ratio of Positive to Negative CX Feedback?
Did you know it can take up to 40 five-star reviews to make up for a single one-star review? Find out how knowing your ratio of positive to negative feedback can help you protect your online reputation.
CX Conversation: Voice of the Customer Strategies
Many companies collect voice of the customer (VoC) feedback, but aren’t sure what to do with it. We’ve curated top VoC strategies to help you make the most of your customer experience (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 webinar 100 Days to a Next-Level CX Program, you will learn about the the four key building blocks of CX success.
Emotions: The Key to Increasing NPS in Brick-and-Mortar Businesses
Many companies with big CX goals are starting to realize that understanding customer emotions is just as important as tracking metrics. Learn how to provide meaning behind the numbers to increase your team’s motivation.