Articles
Channel: Customer Experience
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Why You Should Care About the Customer Effort Score
Customer experience professionals have a variety of metrics to measure the experience of customers and prospects but should they also invest in the CES metric?
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Net Promoter Score Metrics Are Not Enough
It’s not about replacing the NPS, but rather about complimenting it with task completion and task time metrics
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Salesforce Acquires Tableau, AWS Debuts Personalization Tech, More News
Salesforce Acquires Tableau, AWS Debuts Personalization Tech, Bloomreach updates it's DX platforms and other CX news.
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Scale, Automation and Personalization: The Balancing Act for Today’s Brands
Concepts around scale, automation and personalization continue to place significant burdens on technical and marketing teams.
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When It's Time to Fire a Customer
Businesses are investing tremendous resources into acquiring and retaining customers. But sometimes it's just better to cut ties.
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Why It’s Time for Companies to Be Loyal to Their Customers
What is company loyalty and what does it look like in the digital age?
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5 Ways to Recession-Proof Your Business With Customer Experience
Focus on becoming indispensable to customers — and be one of the lucky ones who emerge from the potential downturn.
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Content Is Service, Service Is Content
Customers are changing, but organizations are not. Organization must change or else be disposed of, demoted, fired or made redundant.
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The Data-Driven Organization Is an Endangered Species
A recent study found the number of organizations identifying themselves as data-driven is going down, rather than up.
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LogMeIn Updates Bold360 Suite, Medallia Updates Experience Cloud, More News
Calabrio Acquires Teleopti, LogMeIn Announces New Bold360 Suite, Medallia Updates Medallia Experience Cloud and other CX News.
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Customer Experience Fundamentals: When Customer Support Goes Horribly Wrong
You have to work pretty hard to turn a brand advocate into a brand detractor, but that's what happened here.
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Data-Driven Decisions Need Context
Data on its own doesn’t always tell the story. It needs context and understanding.
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Poor Customer Experience Is Not an Accident
The culture in so many traditional organizations is that managers see themselves as predators and they see the customers as prey.
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What You Need to Know About Customer Journey Orchestration Software
We paint a picture of the customer journey orchestration landscape and how they help brands meet customers at each point of their journey.
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