2001 and Analytics - Customer Contact Central

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Ready to kickstart an excellent CX program?

Customer centricity

Customer centricity Feedback Surveys Consulting

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. VOLUME: Small. SOCIAL: N/A. Sean holds a Ph.D.

B2C

B2C B2B Real estate Airlines

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Then text analytics organizes all topics in a visual display, often in the form of a word cloud. Still need convincing?

Analytics

Analytics Telecommunications Wireless Feedback

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. This is an excerpt from Listen Or Die by Sean McDade, PhD.

Customer Service

Customer Service Consulting Consulting Analytics

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

FEBRUARY 21, 2018

His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. @TerminixTriad. TechnologyAdvice.

call center software

call center software Call Center Contact Center Interactive Voice Response

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. About the Author. Sean holds a Ph.D.

Best practices

Best practices Customer centricity Feedback Consulting

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Gearing up to reopen? Sean holds a Ph.D.

Surveys

Surveys Feedback Consulting Consulting

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?

Marketing

Marketing Advertising Feedback Consulting

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Thinking about switching to VoC? Sean holds a Ph.D.

Feedback

Feedback Surveys Consulting Consulting

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. As CEO, he guides the company’s vision and strategy.

Surveys

Surveys Banking Accountability Consulting

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Ready to collect feedback at every touchpoint?

Feedback

Feedback Interactive Voice Response Surveys Contact Center

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

MARCH 1, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Finance

Finance Feedback Consulting Consulting

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

MARCH 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Ready to close the loop? Sean holds a Ph.D.

Feedback

Feedback Consulting Consulting Marketing

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

If not, look to your company's business analytics and/or business intelligence department. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means.

Telecommunications

Telecommunications APIs Analytics Feedback

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Set up RCA today! Contact PeopleMetrics: About the Author.

Best practices

Best practices Consulting Consulting Analytics

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Feedback

Feedback Surveys B2B Call Center

6 Worries That Melt Away With Cloud-Based Phone Software

aircall

JANUARY 16, 2018

Fortunately, we’ve moved beyond the reliability of “2001 Skype,” and these anxieties have been firmly debunked. Distilling meaningful analytics — in the old-school — required additional monitoring software and a few painful hours in Microsoft Excel. In fact, life is easy “in the cloud.” Will The Lines Be Ready In Time?

Interactive Voice Response

Interactive Voice Response voip CRM Morale

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. It just doesn’t get better than this.”.

Contact Center

Contact Center Technology Self service Call Center

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Add video to your surveys! Sean holds a Ph.D.

Surveys

Surveys Consulting Consulting Feedback

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

PeopleMetrics

JUNE 8, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Set up a recognition program today! Sean holds a Ph.D.

Brand ambassadors

Brand ambassadors Employee engagement Morale Customer centricity

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Consulting

Consulting Consulting Feedback Analytics

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. No bad surveys. Contact PeopleMetrics: About the Author.

Surveys

Surveys Consulting Consulting Analytics

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Benchmark

Benchmark Feedback Metrics Best practices

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

MARCH 7, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Feedback

Feedback Management Consulting Consulting

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Feedback

Feedback Surveys Benchmark Consulting

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

SEPTEMBER 24, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. As CEO, he guides the company’s vision and strategy.

Marketing

Marketing Advertising Feedback Consulting

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Marketing

Marketing Advertising Consulting Consulting

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Which alerts work best for YOUR company?

Morale

Morale Upselling Surveys Coaching

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Let's start building. Sean holds a Ph.D.

Surveys

Surveys Feedback Consulting Consulting

Productivity Drives Customer Engagement

Natalie Petouhof

SEPTEMBER 8, 2015

Turning data into intelligent action is a cornerstone of business transformation and productivity, and the new Dynamics CRM release includes data management and advanced analytics capabilities powered by Cortana Analytics Suite. How Does Productivity Affect Customer Engagement? 1) Rubinstein, Joshua S.; Meyer, David E.; 2) [link].

CRM

CRM Analytics Sales Accountability

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Banking

Banking Call Center Consulting Consulting

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

AUGUST 7, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. As CEO, he guides the company’s vision and strategy.

Interactive Voice Response

Interactive Voice Response Metrics Benchmark Surveys

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Want to know more about Employee Experience?

Banking

Banking Consulting Consulting Feedback

How to Leverage India BPOs for Global Success

Outsource Consultants

FEBRUARY 1, 2025

According to NASSCOM, the sector grew from a modest $1 billion in revenue in 2001 to over $30 billion by 2020. The adoption of cloud-based solutions, artificial intelligence, and data analytics tools transformed operations. AI-powered analytics and automation are redefining Indian call centers.

outsourcing

outsourcing Business Process Outsourcing Call Center Average Handle Time

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Listen to your customers! Sean holds a Ph.D.

Airlines

Airlines Customer effort Accountability Consulting

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Boost your survey health! Sean holds a Ph.D.

Surveys

Surveys B2C B2B Consulting

McDonald’s Appoints Manu Steijaert as Global Chief Customer Officer

CSM Magazine

AUGUST 3, 2021

The team combines the best of McDonald’s Data Analytics and Digital Customer Engagement with Global Marketing, Global Restaurant Development and Restaurant Solutions. Steijaert began his McDonald’s career as a field service consultant in 2001. He will be leading a new Customer Experience team.

Chief Customer Officer

Chief Customer Officer Consulting Consulting Analytics

The 9 Best SaaS Help Desks + How to Pick the Right Tool

Help Scout

JUNE 24, 2021

Kayako originally set out in 2001 to make a more usable help desk. Zendesk even offers more advanced features like AI and customizable analytics dashboards, though those are limited to their higher-cost plans. Price : Starting at $20 per agent per month. Since then, they’ve continued to add to their product. HubSpot Service Hub.

SaaS

SaaS Self service CRM Analytics

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Looking for ways to tie compensation to VoC?

B2C

B2C Benchmark Surveys Feedback

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Wondering how to get leadership buy-in for VoC?

Telecommunications

Telecommunications Consulting Consulting Surveys

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

JULY 23, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. This is an excerpt from Listen Or Die by Sean McDade, PhD.

Feedback

Feedback Surveys Big data Customer centricity

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. What CX lessons have you learned in 2019?

Best practices

Best practices Interactive Voice Response Chatbots Consulting

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. This is an excerpt from Listen Or Die by Sean McDade, PhD.

Customer centricity

Customer centricity Feedback Marketing Consulting

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Looking for creative ways to talk about CX?

Feedback

Feedback Consulting Consulting Marketing

5 Strategies for CX Excellence

Lesson #10: B2B VoC and B2C VoC Are Completely Different

Trending Sources

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Best Practices in Communications to Improve Employee Experience

5 Recommendations for Reopening your VoC Program

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

CX Secrets: Not measuring CX is like not counting your money

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

The One Relationship That Determines The Success of Your VoC Program

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

#CXSecrets: Collecting Feedback IS a Touchpoint

6 Worries That Melt Away With Cloud-Based Phone Software

11 Contact Center Technologies to Boost Customer Satisfaction

A Bonus Recommendation for Reopening Your VoC Program

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

Introducing CX Secrets with Sean McDade

How to Write a Really Bad Survey

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

#CXSecrets: Don't Limit Feedback Opportunities

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

CX Secrets: The Importance of Aligning CX with Marketing

The 3 Most Valuable Types of VoC Alerts

Build Your VoC Program From Where You Are: Part 1 - Building Phase

Productivity Drives Customer Engagement

CX Secrets: Keeping a CX Mindset

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

How to Leverage India BPOs for Global Success

American Airlines Creating Wi-Fi Friction

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

McDonald’s Appoints Manu Steijaert as Global Chief Customer Officer

The 9 Best SaaS Help Desks + How to Pick the Right Tool

How to Tie Compensation to Your VoC Program

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

A Bonus Lesson from Listen or Die

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

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