Articles
Tag: customer experience metrics
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What Is Customer Satisfaction Score (CSAT)?
Discover how to harness the power of customer feedback from simple KPI metrics like the customer satisfaction score (CSAT).
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How To Get C-Suite Buy-in on Your Customer Experience Initiatives
Getting more budget for your CX initiatives is never easy. So how do you make a successful presentation for additional resources? Here are some tips to help.
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What Is the Net Promoter Score?
Looking at the foundational principles of the Net Promoter Score (NPS), one of the most common customer experience metrics.
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What a Customer Relationship Platform Is and What It Can Do For Your Business
CRMs have evolved to include AI, machine learning and improved functionality, but what are they and how can they add value to your business?
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Qualtrics Acquires Clarabridge for $1.125 Billion in CXM Software Deal
Qualtrics has acquired Clarabridge in a big move for the customer experience software space.
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CX Decoded Podcast: How Valid Customer Experience Data Tells a Great Story
Katrina Schiedemeyer stopped by the show to share her thoughts on how to best understand the ROI of your CX program and how CX data can tell the story.
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Why Marketers Should Be Focusing on Customer Acquisition Costs
Data-driven marketers turn to customer acquisition cost (CAC) when they start talking about what the true cost to win a customer segment is.
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4 Self-Service Trends That Are Changing Customer Service
Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent.
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A Look at What's Been Driving Top IT Support Requests During the Pandemic
What has the ticket support call line looked like for IT leaders over the past year and how have IT leaders tackled these requests?
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With Consumer Habits Changing Again, Is it Time to Rebuild Your CX Roadmap?
With some light at the end of the COVID tunnel, consumers are beginning to change their habits once again. Is it time to rebuild the CX roadmap?
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Which Customer Data Platform Road Should You Travel?
Customer data platforms (CDP) are more than a one-flavor piece of software. We've got some tips for finding the right CDP for your organization.
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What Can Social Listening Do to Improve CX?
People from all walks of life share on social media, including your customers. Are you listening? Here's how social listening improves the customer experience.
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What Marketers Need to Know About Google Analytics 4
Analytics experts break down the highlights for Google Analytics 4, the search giant's new version of its web analytics platform.
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What Is Voice of the Customer and What Does it Mean for Customer Experience?
Voice of Customer (VoC) programs have been shown to improve the customer journey, but only when brands use VoC metrics to obtain actionable insights.
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