PeopleMetrics

JULY 29, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

PeopleMetrics

JUNE 4, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JUNE 18, 2019

The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology. Chatbots and endless IVR loops may scale, but they often do not deliver a great customer experience.

CEM 48

CEM VOC Business Administration Machine Learning 48

PeopleMetrics

FEBRUARY 20, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

JUNE 17, 2020

Another common goal is a certain percentage of surveys that contain a problem identified by a customer (in that case, the goal would be to have a score that is as low as possible). This is someone at the company who is passionate about CX, fully supports VoC, and will commit to seeing the process through. Identify a Sponsor.

VOC 83

VOC CEM Touchpoint Business Administration 83

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX data security, gig economy, AI, machine learning).” It will be growing and growing.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

PeopleMetrics

MARCH 21, 2018

Think about this as you're designing your Voice of the Customer program. Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: Use Internal Benchmarking to Quickly Enhance CX. Photo by j on Unsplash. This is a good thing! Sean holds a Ph.D.

CEM 82

CEM Business Administration Machine Learning Social Media 82

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. A book for CX leaders. Bruce Temkin , Managing Partner, Temkin Group.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

JULY 10, 2018

Becoming Customer-Centric. In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). VoC gathers customer feedback during, or soon after, an experience. Customer Touchpoints.

CEM 66

CEM VOC Touchpoint Social Media 66

PeopleMetrics

JULY 31, 2018

Without it, CX professionals would be lost. The ones you need to know as a CX professional are solicited, unsolicited, structured, and unstructured. Consider the trade-off between greater accuracy on every comment and the ability to spot key trends in real time that will help you improve CX! A Unifying Framework.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

PeopleMetrics

SEPTEMBER 24, 2018

However, market research and Voice of the Customer (VoC) are not the same. Market Research vs. Voice of the Customer (VoC). Communication is one-way—customers are asked what they think about a certain issue, but there is no further communication beyond that. Voice of the Customer. Let me explain.

VOC 226

VOC CEM Voice of the Customer Business Administration 226

PeopleMetrics

MAY 28, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM 87

CEM VOC Business Administration Machine Learning 87

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. Sean holds a Ph.D.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

JUNE 8, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM 78

CEM VOC Business Administration Machine Learning 78

PeopleMetrics

MAY 4, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Close the Loop 78

Close the Loop VOC CEM NPS 78