Experience Investigators

SEPTEMBER 26, 2023

What’s going on right now in Customer Experience (CX)? This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success! This is the new age of customer experience, and we don’t want anyone to be left behind. Let’s turn ideas into action!

CX 98

CX Technology Technology Customer Experience 98

Fonolo

JANUARY 23, 2023

It’s a terrible experience for both the customer and the business. Your customers have opinions on your service, and if they’re unhappy, they will take to social media without hesitation to voice their frustrations. There, you can see live tweets of customer complaints as they wait on hold. And trust us, it isn’t pretty.

Gaming 132

Gaming Social Media Customer Satisfaction Government 132

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Aquire

MAY 24, 2021

According to the International Air Transport Association, demand for air travel decreased by 65.9 At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. Redefining the airline customer experience. Delta Airlines.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

PeopleMetrics

OCTOBER 25, 2017

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. The ROI customer experience.

CEM 122

CEM Customer Experience VOC Scorecard 122

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. High scores delighted them, so in the excitement they missed the silent grumbles of unhappy customers. Amidst the rush for scores, they started losing the customers, without any clue! What does this lead to?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Hospitality Hospitality Omnichannel 40