By Steve Offsey Your customer encounters an issue using her mobile device. She reaches out via social media and then contacts customer service. The agent transfers her to another representative who answers her question. Now, she’s able to use her mobile app to complete her goal. How are you currently measuring this customer’s experience? Perhaps marketing [...]
By Stephanie Ventura Digital transformation priorities took center stage during the pandemic. A McKinsey survey found that organizations’ digital product experiences accelerated by four years and their digitally-enabled portfolios are now nearly a decade ahead of schedule. There’s now more pressure than ever to digitize product experiences and create efficient, intuitive digital self-service opportunities for consumers. [...]
By Stephanie Ventura According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Enterprises expect contact center leaders [...]
By Steve Offsey I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist's third annual report on the State of Customer Journey Management and CX Measurement. The experts joining me include: Diane Magers, who is the founder and CEO of Experience Catalysts and an Emeritus Chair and [...]
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. [...]
By Steve Offsey Most enterprises that have implemented a voice of the customer program are happily collecting customer feedback and measuring metrics like NPS®, CSAT and more. But after an initial burst of excitement from obtaining real customer feedback, you realize that VoC data doesn’t tell the whole story. In a recent CX report, 41% of [...]
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 [...]