Uniphore

JUNE 22, 2021

You listen to your customers on social media. So, we had to make their rants more entertaining. They have made your call center a glass house on social media. 3 AI and Robotics Will Not Save Your CX AI and automation are often prescribed as key ingredients in today’s recipe for digital transformation.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES? IS NPS A DRIVER OF REVENUE?

NPS 40

NPS Net Promoter Score CX Close the Loop 40

Zendesk

JANUARY 17, 2023

To truly win in retail, CX needs to drive shopper loyalty, trust, and engagement in an authentic way.”. Today’s customers are shopping across more channels—that includes social media. Forbes reports that 37% of Gen Z view shopping as a form of entertainment , and that generation finds their entertainment on social media apps.

Retail 52

Retail Social Media Customer Experience Entertainment 52

Zendesk

JULY 27, 2021

Providing an exceptional customer experience (CX) requires the ability to be nimble and responsive for the long term. Financial institutions should make sure agents have the ability to interact with customers on all the channels they may want to use—including chat and social media—in an organized and efficient way.

CX 52

CX Manufacturing Healthcare Entertainment 52

CSAT.AI

JANUARY 4, 2023

As you know, it’s important to measure your CX metrics for customer service ROI too. Average wait time (AWT), average handle time (AHT), net promoter score (NPS), customer satisfaction (CSAT) are some of the metrics to track to identify what is or isn’t working to keep these new customers. . ROI* = net profit – costs.

Net Promoter Score 78

Net Promoter Score Sentiment Analysis Customer Acquisition Entertainment 78

SurveySensum

JULY 4, 2023

Analyze customer feedback from various sources such as surveys, social media comments, and customer service interactions. Brand Example: Netflix revolutionized the entertainment industry by understanding the evolving preferences and viewing habits of customers, including the importance of effective web design.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

Analyze customer feedback from various sources such as surveys, social media comments, and customer service interactions. Brand Example: Netflix revolutionized the entertainment industry by understanding the evolving preferences and viewing habits of customers. Basically why and how customers are interacting with your brand.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52