Qualtrics

JUNE 11, 2020

Improving digital service delivery helps develop and optimize the virtual care experience which will improve patient loyalty and outcomes. However, organizations often have an unclear view of their customers’ telehealth journey and struggle to identify pain points causing dissatisfaction and low-adoption rates.

Healthcare 26

Healthcare Hospitality Hospitality Start-ups 26

Qualtrics

FEBRUARY 18, 2021

Without a keen focus on the experience being created for all of the stakeholders involved in a process —suppliers, employees, and customers—companies default to just pushing out products and crossing their fingers hoping that customers will embrace them. Design around the residents’ journey. Ensure an effective digital presence.

Government 26

Government Technology Technology Customer Experience 26

Qualtrics

FEBRUARY 16, 2021

Businesses can do this by optimizing every interaction throughout the guest’s journey ; this begins by understanding their needs and how best to meet those expectations. By measuring guest satisfaction you can find areas along the guest’s journey that need improving - and then take appropriate steps to improve those experiences.

Hospitality 49

Hospitality Hospitality Net Promoter Score Start-ups 49

Intercom, Inc.

DECEMBER 13, 2018

Until you have that, optimizing for monetization doesn’t make a lot of sense. We have some customers like Walmart, a company with 2.5 It’s quite a unique go-to-market strategy and quite a unique way of serving our customers. RBS was our first customer. It’s important to find your niche.

Pharmaceutical 151

Pharmaceutical Start-ups Gaming Sales 151

Qualtrics

FEBRUARY 4, 2021

It connects us with colleagues and customers, increases productivity and helps employees deliver their best work. We know that businesses grow by providing excellent customer experience, and customer experience is shaped by great employee experience. Never before has IT been so essential for businesses. Here's how.

Artificial Intelligence 26

Artificial Intelligence Technology Technology Social Media 26

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

Qualtrics

JUNE 25, 2020

Most of what we knew about our customers has changed at an unprecedented rate. Brand, marketing, and customer experience departments are fundamental to helping businesses discover the opportunity modern marketplaces present. The marketer's job in the new normal is to make the organization work for its customers.

Finance 26

Finance Start-ups Retail Sales 26

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Qualtrics

FEBRUARY 17, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping Experience Management professionals reach new heights in customer , product , brand , and employee experience. We’re all digital now. Don’t measure.

Government 34

Government Gaming Healthcare Innovation 34

Comm100

APRIL 9, 2021

Today’s customer service expectations cross over industries. Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. In fact, 79% of clients now prefer customer support through online chat.

Retail 68

Retail AI Social Media Start-ups 68

Qualtrics

JUNE 1, 2021

And second, the ability to continuously improve each of those experiences to meet the changing nature of what customers and employees expect. Standard Chartered’s XM journey started in 2019 with the simple goal of getting to know customers better. The first step in Standard Chartered’s experience transformation.

Touchpoint 43

Touchpoint Government Contact Center NPS 43

Qualtrics

AUGUST 9, 2021

To secure customer loyalty – and elevate the care journey – healthcare organizations must embrace the growing consumerization of healthcare and offer more personalized engagement. For Quest Diagnostics, that meant driving greater customer centricity across every touchpoint. Recognizing the individuality of each individual.

Healthcare 26

Healthcare Start-ups Touchpoint Retail 26

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see customer experience (CX) sessions at this year’s X4; From the most inspirational stories to the thought leadership that will give you plenty of ideas to get ahead of the game. Whether its customers, employees, products, or brands, every experience is built around one thing — people. Don’t measure.

Customer Experience 29

Customer Experience B2B CX Government 29

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). Blake Morgan Customer Experience Futurist, Speaker and Author.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Qualtrics

JANUARY 27, 2020

78% of consumers permanently change how they feel about a company based on a single interaction with the contact center, according to this Qualtrics study of 2,000+ consumers, 100+ contact center agents and thousands of customer journeys. billion customer calls in 2018 alone. Originally published on Forbes.com.

Contact Center 22

Contact Center Predictive Analytics Close the Loop Manufacturing 22

Qualtrics

APRIL 14, 2021

Business, sales and marketing leaders are embracing B2B CX programs to optimize customer experience, but it’s not easy. At the core, there are some similarities between B2C and B2B businesses — you rely on customers, and for them the experiences you deliver are everything. But what about business to business?

B2B 26

B2B Close the Loop CX B2C 26