Articles
How did my car dealership transform from virtually zero digital interactions to almost a fully DX? Easy. It listened to its customers and employees.
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Metrics such as lowest cost channel, call handle time and calls per hour still abound. While not inherently bad, they omit one critical thing: the customer.
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Though gathering and sharing data is of vital importance, brands can only actually reduce customer churn if they take action on what they learn.
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Not all feedback is equal, or indeed, useful. When analyzing feedback, you'll want to take a number of factors into account.
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Customer feedback feeds improved customer service, product refinements and the broader customer experience. How are you collecting feedback?
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The more angles that you can look at your customers, the better. After all, if even they don't know why they do what they do, it’s unlikely you will either.
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Multiple stakeholders should be involved in developing customer journey maps, but who that means is a matter for debate.
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Voice of the Customer (VoC) programs can make or break your customer experience programs. Can you gain actionable insights from your VoC?
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Take a hard look at your digital activities to understand whether they’re serving your organization’s entire ecosystem ... or just your organization.
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We dig into some common Voice of the Customer templates and how CX practitioners approach collecting their customers' feedback.
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C-level sponsorship can be an essential factor in being able to obtain the resources necessary for a successful CX program.
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Online communities are growing and savvy marketers are switching from audience-building to community-building. Marketers and executives share their thoughts.
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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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COVID-19 has customer experience changing and evolving, which was the backdrop for this year's DX Summit 2020. Here are 6 of the key takeaways.
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