Beyond Philosophy
FEBRUARY 9, 2024
We also discuss how training, AI technology, and tried and true low-tech mystery shopping can help, too. So, the first practical step in evoking a specific emotion is pretty simple: One must have a specific emotion in mind to evoke it.
InteractionMetrics
DECEMBER 8, 2023
For this second side of the customer experience, deep observations via usability testing, employee studies, mystery shops, and performance evaluations are best. And while you’ll probably use AI to transcribe your interviews, you’ll need time to edit those transcriptions and to identify the emergent themes. What about AI?
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InteractionMetrics
JULY 22, 2019
Mystery shopping, surveys, service evaluations, wait-room observations, and “ear-to-the-ground” feedback from staff all provide medical practices with a range of perspectives and data-driven insights. Most importantly, mystery shopping enables you to compare how competitors handle similar scenarios.
InteractionMetrics
JULY 22, 2019
Mystery shopping, surveys, service evaluations, wait-room observations, and “ear-to-the-ground” feedback from staff all provide medical practices with a range of perspectives and data-driven insights. Most importantly, mystery shopping enables you to compare how competitors handle similar scenarios.
Callminer
JANUARY 18, 2021
One very easy but critical way of looking at the customer journey is to mystery shop the centre and to see what it really feels like to be the customer. Leverage assistive AI technology to speed up call resolution and lower agents’ workloads. “Agent Assist AI is going to be huge.
InteractionMetrics
APRIL 16, 2024
Yes AI, but focus on human connections. Paradigm 4: Yes AI, but Focus on the Human Connection While AI is rightfully getting endless attention, my last point about a successful customer experience strategy is this: Remove the word customer from “customer experience” and consider what makes all experiences fulfilling.
Callminer
FEBRUARY 27, 2019
Mystery shopping provides third-party, unbiased feedback about how your teams are meeting the standards you currently have in place while customer surveys tell you where brand loyalty is gained or lost and how that relates to your standards. Leverage SMS for customer feedback. Emails can get lost in the shuffle.
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