By Stephanie Ventura In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies [...]
Customer Lifetime Value (CLV) is the ultimate KPI. In this post, author Steve Offsey explains why CLV is so important for customer experience leaders.
Why is first call resolution so important for call center success? Author Stephanie Ventura explores why FCR is integral to optimal call center experiences that drive customer satisfaction.
By Steve Offsey Customer experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. But now that you’re measuring it, how do you improve NPS? In this post, I’ll provide a detailed look at how to improve NPS. [...]
How to improve your return on investment in platforms like Medallia, Qualtrics and Clarabridge 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 [...]
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 [...]
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’ 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 [...]
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.
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.