How do leading organizations optimize their customers' journeys, improve customer experience and measure its impact on their business? In this post I review some of the key findings from Pointillist's survey of over 700 CX, marketing, and analytics professionals worldwide.
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.