Articles
Channel: Customer Experience
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ICYMI: Predictive Analytics and CX, Chief Marketing Officer Priorities for 2022
Missed something this week on CMSWire.com? Don't worry, we've got you covered?
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MParticle Acquires Indicative, Conductor Hires New CFO and More CX News
This week's CX and marketing Newsbyte contains an acquisition from CDP vendor, Mparticle, a new CFO at Conductor and more news.
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What Is a Call Center? A Detailed Guide
Today, almost all organizations handle both email and telephone queries. This means the call center and contact center labels are often used interchangeably.
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Will Microsoft Customer Experience Platform Compete in the CX World?
Microsoft debuted the Microsoft Customer Experience Platform in November. How will it compete in the larger CX market?
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Holiday CX Lessons Learned: An Operating Guide for the Future
Holiday seasons always have backorders, bottlenecks and sold-out hot products. Yet 2021 trumped them all. Here's what we learned
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Are UX and CX One and the Same?
Customer experience and user experience are two of the most ubiquitous terms in human-centered design. What's the difference — and does it even matter?
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Fielding Your Customer Survey: Remember the 4 P's
The prep work is done and you are ready for the moment of truth: fielding your customer survey! But before you hit "send," run through these final checkpoints.
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2022: The Year of Holistic Customer Experience
This holistic approach to the customer experience is the next step in building better customer experiences. And those who commit will win.
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CX Decoded Podcast: Are Customers Truly Connected to Your Brand?
In our latest CX Decoded Podcast, we talk to Mansur Khamitov about the importance of branding, customer connections and important marketing tactics.
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Making the Business Case for Introducing Automation to the Contact Center
Introducing robotic process automation solutions to the contact center can help compress wait times, reduce backlogs and free agents to do their best work.
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The ROI of Investing in Customer Service Training
When you manage customers' questions and problems well, they reciprocate by coming back, spending more and becoming loyal to the brand.
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Companies Are Misusing Net Promoter Scores: Here’s How to Fix That
Despite how revolutionary NPS was when it was introduced, it has some serious limitations when it comes to driving profitable growth.
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What Is Predictive Analytics and How Does it Impact Customer Experience?
Predictive analytics can detect and quantify emotional reactions in the human voice which can be used to predict customer churn, forecast sales and more.
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The Communal Side of Customer Experience
Getting people to your site to buy something is only one side of the coin. The other side is how these people interact with each other after purchase.
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