CX Demo

Category: Customer Experience

All about Customer Experiences that you ever wanted to know

  • Figure out the consumer behavior and pain points. Businesses are increasingly looking into which authentication methods they prefer.

    submitted by /u/Express_Garage9682 [link] [comments]

  • What to do when the Net Promoter Score (NPS) is low? 👉OCX scale offers a solution to omnichannel retailers. OCX scale captures CX across nine distinct dimensions. 💡Complement NPS with the OCX survey to identify the CX factors contributing to a low NPS score. See details @ this open-access article

    submitted by /u/SpeechInner1641 [link] [comments]

  • Why AI mastery is key to becoming a CX champion 

    Even with all the technology available today, true CX champions are still a relatively rare breed. A recent study by MIT, on behalf of SAS, found that just 15 per cent of organisations can claim to be CX champions, while the vast majority (70 per cent) are followers and 15 per cent are laggards.   In…
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  • Everyone else is

    Well, not everyone. Just most people.

    When you do something that everyone else is doing, you’re likely to get what everyone else is getting.

    But in almost every population, “everyone” leaves out the people who go first, who change things, who are weird and who challenge the status quo. That’s an option, even when it doesn’t seem that way.

    Mass culture gets us more mass culture. It’s not the only choice.

  • Data, information and decisions

    Data is everywhere, but turning it into information isn’t free.

    It takes focus, effort, consultation and time.

    More information is only useful if it helps you make a decision. Knowing the temperature on Saturn isn’t useful. Knowing it to even more accuracy is less useful. That’s because we’re not making any decisions that involve the temperature on another planet.

    We’re surrounded by data that our spreadsheets or networks or cohorts seem to want us to be aware of. How many people clicked yesterday, or what someone wrote in a comment, what a backlist book sold or the foot traffic in that store vs. this store.

    But if you’re not going to use the data to make a decision, don’t spend the time to expose yourself to it. It’s resistance at work.

    If you can’t do anything with the data, it’s never going to be information.

  • Leveraging the power of conversational AI for improved customer experience

    Conversational AI chatbots have become a popular approach for organizations across various sectors to communicate with their consumers. At a time when remote working is more prevalent than ever, chatbots have helped many organizations maintain a consistent customer experience and enhance brand loyalty. With consumers seeking a digital experience that is available 24/7, the potential…
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  • Is there any product that can predict users’ pain points on websites from their behaviors?

    There are many research tools which conduct surveys to detect pain points, but such tools may not be able to capture the voice of silent customers. Predicting pain points from the event logs of websites will give great insights. I googled for such tools, but I couldn’t find one. submitted by /u/KingParticular1349 [link] [comments]

  • Five beats

    When we’re close to an answer, there are two easy paths–name it, right now, and move on. Or avoid the answer and the responsibility that comes with it and stall.

    The best path is the third one. Wait for five beats.

    Kneejerk is not an admirable trait.

    A few breaths before we rip into someone. A few questions before we issue a diagnosis. A chance to do a bit more research or consultation.

    And then, yes, we have to name it. No stalling.

    Five beats of tension open the door for connection, accuracy and insight. And then we ship.

  • New research ahead of the GDPR anniversary reveals the gap in expectation when it comes to ethical marketing

    New research launched this week by data-driven digital marketing agency Precis Digital, and leading global research company Forrester Consulting finds that 80% of marketers rank customer satisfaction as the number one most important outcome for their marketing programmes. However, only 49% indicate that they would go beyond what regulations such as GDPR require, to adopt…
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  • New research shows that 32% of UK workers are surveilled by employers

    According to recent research, employers ‘spy on’ a third of UK workers, and webcam monitoring has more than doubled. Bosses and business owners are using dystopian surveillance tools more often to make sure their workers are being diligent. As we get used to new ways of performance measuring and the required maturity to trust fellow…
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