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 of [...]
There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time. This definitive list of 27 call center metrics and KPIs will help ensure you are not missing out on any essential metrics and help make strategic choices about which KPIs to track.
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.
Customer journey analytics can calculate NPS within the context of millions of unique customer journeys to reveal the customer behaviors that most impact your Net Promoter Score. This blog post shows you step-by-step how to calculate NPS for your key customer journeys using journey analytics.
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.
To take your customer experience measurement program to a level where it starts producing actionable results, you need to measure the right things within the context of the customer journey, and make use of those customer experience metrics in the best way possible. This blog post lays down five detailed ways in which you can use the customer experience metrics you collect to take direct actions that improve your customers’ experiences and maximize gains for your organization.
In this two-part blog series, we help you create a successful customer journey analytics implementation plan. Whether you are a potential journey analytics user, a champion trying to introduce it in your organization or a CMO/CXO about to sponsor a journey analytics project, this blog series is for you.
Customer journey analytics is a lot more than a software solution—it is a whole new approach to analytics that involves having a journey-based mindset and becoming customer-obsessed. This first post in a two-part series describes detailed steps to help plan your customer journey analytics implementation strategically.
What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. It’s actually retaining an existing one. This post takes an in-depth look at why customer retention matters and ten powerful ways in which customer journey analytics can help you immediately improve customer retention.
Annette Franz, a customer experience expert, sat down with Pointillist’s Swati Sahai to talk about how companies are organizing and operating their still early-stage customer experience functions, the challenges Chief Customer Experience Officers are focusing on, how they are measuring customer experience, and why employee experience is also in the mix.