SurveySensum

JANUARY 9, 2024

It Encourages Gaming the Score Under pressure to maintain or improve scores, agents may manipulate customer feedback , pushing customers to provide higher ratings even if their experiences don’t warrant it. In fact, 94% of employees believe they would stay longer with a firm if it invested in their learning and development.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Totango

JULY 30, 2021

For instance, if customer usage of your software falls by a certain amount, an automated trigger would alert a team member to follow up with that customer to identify struggles and create a game plan for success. CS automation is crucial to preventing churn and ensuring growth opportunities are recognized and acted upon.

Scorecard 74

Scorecard Start-ups Gaming Customer Retention 74

Execs In The Know

JANUARY 8, 2023

The goal isn’t to just hit a number on a scorecard. It’s about journey mapping and equipping workforces with the skill sets to think about how they can constantly have a culture of innovation and solid collaboration for an engaged partnership. Exceptional customer service is an investment, and brands that care truly respect it.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. Any resemblance to game shows real or fictitious is coincidental and rather surprising, if you ask us.). All Repair, No Innovation".

Net Promoter Score 96

Net Promoter Score Scorecard Gaming CX 96

PeopleMetrics

OCTOBER 25, 2017

Whether you’re an advanced scorecard-driven enterprise or just beginning to think about CX, the most important thing to do is to start actively listening and measuring your customers’ feedback. Warm ups are over, it’s game time. Market leaders are using customer feedback to continuously innovate their CX and operations at scale.

CEM 122

CEM Customer Experience VOC Scorecard 122

Lumoa

FEBRUARY 6, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Technology advances will continue to inspire new innovations in customer experience. How to overcome those challenges? Recognise your business is about the customer and not you. CX is a tough business.

CX 129

CX Customer Experience Education Machine Learning 129

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. Customers want unique, special and innovative. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. How to overcome those challenges?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64