When we say CX score, we mean tracking metrics like NPS, CSAT, and CES. It is one of the most effective ways to predict customer churn probability. You get data points directly from the customer to understand their current perception of your brand. It is pretty simple too. Want to see ...
“If you have a group of people in marketing, for example, and they all understand the customer need and they empathise with the customer, and no one else in the organisation does, then they’ll
Learn how to manage, strategise, measure and impact all aspects of the customer experience for your business with our comprehensive how-to guide.
CX, or customer experience, encapsulates everything a business or an organization does to put customers first, managing their journeys and serving their needs.
We've talked a lot about "success," but what does it mean? Effective teams let the customers tell them what success looks like. Success with your product will look like different things to different customers, so it's essential to let their definitions lead. ...
In this interview, Don explains what Digital Darwinism is, why it’s relevant to businesses, and how he expects communications and CX to evolve over the next year. So, tell us Don: what is Digital Darwinism and what does it mean for businesses?
What does business intelligence mean to the average day-to-day operations of companies? Technology can be useful in a host of cases. For instance: Communication and Contact Analytics Customer interaction analytics are crucial to business intelligence initiatives in many contact centres. ...
By delivering a consistently remarkable customer experience, your CX metrics will reflect this positive sentiment from customers. Unlike customer service or customer relationship management, customer experience does not map neatly to a single area of your business. Essentially, customer experience (CX) ...
What is the function of enable in computing? Enable is a software feature that allows users to activate or turn on certain functions or capabilities within a device, program, or system. How does enable work? When you enable a feature or function, it means you are giving permission for it ...
How well-received is our product in the market today? What is our current customer base size? By what percentage did our customer base grow or shrink since last year? How does the business sound to others? Do we fill any gap in the market? Do we need to go in a different direction?