Every organization wants happy customers! According to Forrester Research1 experience-driven businesses grew revenue 1.4 times faster year-on-year. Happier customers ultimately mean more revenue. We often find companies pay particular attention to individual touchpoints and transactions, and as a result are less informed of their customers’ end-to-end experience. Companies with this siloed vision miss crucial interactions […]
There are a lot of pieces to the puzzle of delivering a world-class customer experience. The good news is that there are tried and true methods of working on this puzzle. Just as with any puzzle, there is a path to success – and a little guidance can be invaluable. Before I
Open-ended survey responses and free-form text stored in business systems and on social media promise a wealth of insight into consumer opinions. So it’s a shame that decoding those insights can be tedious and time consuming. DOWNLOAD But, help is at hand. Advances in technology have introduced
Sitting behind a computer crunching numbers, identifying trends, finding insights – it can be hard to remember that those numbers represent the thoughts and opinions of real people. Those people, their opinions, and thoughts, however, are extremely important to your research. Today, researchers and CX pros constantly struggle with low response rates, straightlining, and simply
A focus on the customer experience is a critical element of success for any organization. And the Confirmit ACE Awards program celebrates those companies who accomplish outstanding achievement in Customer Experience. DOWNLOAD The organizations featured in the 2019 ACE Awards book are leading the way in using the
