Experience Investigators

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. Strategic Investments in Customer Experience As we often say, CX is a team sport.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

SurveySensum

JULY 17, 2023

Decathlon, a renowned sporting goods retailer, excels in this area. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Track customer feedback in real-time and take immediate action to resolve issues.

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Decathlon, a renowned sporting goods retailer, excels in this area. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Track customer feedback in real-time and take immediate action to resolve issues.

Retail 52

Retail Customer Experience Sports Touchpoint 52

Lumoa

FEBRUARY 6, 2018

Technology advances will continue to inspire new innovations in customer experience. Is the ecosystem of customer engagement tools and technologies integrated and seamless, or are they siloed? Also, new tech solutions such as AI and machine learning have been getting a lot of attention. CX is a tough business.

CX 129

CX Customer Experience Education Machine Learning 129

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Much of the improvement has been driven by advancements in product innovation and digital technology. However, research shows most customers still value an emotional connection with the people fronting the organization. CX is a tough business.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64