Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. Leveraging these solutions enables you to aggregate, analyze and act on customer journey data to improve customer experiences and achieve business outcomes.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. New metrics are also needed. Instead it suggests that the best way to increase loyalty is by reducing effort.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

Pointillist

SEPTEMBER 28, 2021

Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Clarabridge

JANUARY 24, 2017

Be sure the question is asked in a specific way to help the customer answer honestly about either the transaction or the overall journey. Treating One Metric as the End All. How about Customer Effort Score or Employee Engagement Scores? These metrics can become tied up in our organization’s self-esteem.

Wireless 45

Wireless Metrics Feedback Advertising 45

Vistio

JULY 11, 2022

Again, that international theme, wireless, local loop, data access and voice for companies in places like India and Bangladesh and Ghana and Cameroon. I’m a big fan of customer effort score and lowering the amount of effort that a consumer or an employee has to manage when it comes to any specific interaction or any specific tasks.

Technology 52

Technology Self service Contact Center Analytics 52

Pointillist

JANUARY 19, 2022

In this post, we’ll discuss why traditional CX measurement programs fall short, define customer journey measurement and explore how journey measurement enables you to improve CX and achieve business outcomes. Typically, customer feedback is only measured in aggregate, by segment or after isolated transactions at individual touchpoints.

Metrics 75

Metrics Wireless Surveys Banking 75

Answer Dash

APRIL 17, 2020

Early in your planning phase, define the metrics that indicate success and that you’ll continually measure and track. CSat and NPS are likely candidates for many businesses, along with CES (Customer Effort Score). Even more important than defining your metrics is being able to monitor them on a continual basis.

Customer Experience 66

Customer Experience Management Wireless Customer centricity 66