Make Your Voice of Customer Program Actionable

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. But after an initial burst of excitement from obtaining real customer feedback, your CEO wants to know what’s driving the [...]

Customer Data Analytics: How to Select the Best Tool for Your Needs

By Steve Offsey Your company is now competing based on customer experience, but you're only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. [...]

How to Calculate Customer Experience ROI

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? Customer experience leaders often face hurdles in budget approval because customer experience ROI has not been forecasted or quantitatively expressed. All [...]

2019-06-19T21:20:29-05:00By |Categories: Blog, CX Measurement|Tags: |4 Comments

How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help

By Swati Sahai Research has found that Americans spent more than 900 million hours on hold in a single year. That adds up to 40+ days on hold for every person over the course of a lifetime! For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call [...]

Canadian Red Cross Powers Customer Experience with Pointillist: A Conversation with Andrew George

Canadian Red Cross’ Andrew George sat down with Pointillist’s Steve Offsey to talk about their recent success at the Loyalty360 Customer Awards, their adoption of customer journey analytics and the road ahead.   Andrew George is the Associate Director, National Customer Experience Marketing for the Canadian Red Cross. He is responsible for the development and execution [...]

How to Improve Customer Intelligence With Journey Analytics

Today, customer intelligence is about listening to each customer, embracing their needs and using that data to respond to them in a timely fashion. This post describes seven powerful ways to improve your customer intelligence capability by using customer journey analytics to look at your customer data within the context of millions of unique customer journeys.

2019-05-07T10:37:13-05:00By |Categories: BI & Analytics, Blog|Tags: |0 Comments

8 Uses of Artificial Intelligence to Boost Customer Experience Measurement

Most companies are only now waking up to the idea of applying AI to improve customer experience measurement—so most don’t even know how or where to begin. In this blog post, I detail eight uses of artificial intelligence to boost your customer experience measurement program by improving your understanding of the rich customer experience data you’re already collecting and making that data actionable.