PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Identify your CX Heroes, celebrate them and model them. Here they are!

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

JULY 17, 2018

So, what is CX measurement or VoC? Okay, so CX measurement (VoC) is not market research. visit to store, call to contact center, visit to website). His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

FEBRUARY 21, 2018

There is even more room for disparity when CX lives in departments other than Marketing. Watch this edition of CX Secrets above , or click here to download the video transcript. In fact, many of our clients even house CX within the marketing world. Getting on the same page. Consistency is key. Sean holds a Ph.D.

CX 67

CX CEM Business Administration Machine Learning 67

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? CX leaders today hold many different titles. What makes a great CX leader. You're not alone.

CX 76

CX CEM Business Administration Machine Learning 76

PeopleMetrics

SEPTEMBER 12, 2019

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Contact Center: an important touchpoint where customers call for more information or assistance.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. This is someone at the company who is passionate about CX, fully supports VoC, and will commit to seeing the process through.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

MARCH 16, 2020

When a contact center representative fails to resolve a customer issue in the expected time frame. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. What are some common instances that trigger a recover alert ?

VOC 78

VOC Close the Loop CEM Business Administration 78