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 [...]
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 [...]