Articles
Tag: customer experience metrics
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How Customer Relationship Management Platforms Add Value to 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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4 Ways to Improve the Effectiveness of Your Voice of the Customer Initiatives
VoC is a way that brands are able to understand how their customers feel about the brand. Here are four tips to improve the effectiveness of your VoC program.
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How Do You Make Customer Effort Score Data Actionable?
It's one thing to measure a customer's effort using your products or services but how do you take that data and make it actionable?
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How Can Your Organization Truly Be Customer-Centric?
It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity?
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NielsenIQ Set to Acquire Rakuten Intelligence Data Impact
NielsenIQ, a measurement and data analytics provider, has entered into two acquisition agreements in an effort to strengthen its omnichannel suolutions.
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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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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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