Make Your Voice of Customer Program Actionable

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 [...]

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 [...]

5 Powerful Ways to Use the Customer Experience Metrics You Already Collect

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.