Resources
Explore the latest insights through articles, webinars, and best practices.
Smart Investment in AI for an Enhanced Customer Experience
In our expert opinion webinar, we are joined by Ansi Rona-Bayildiran, Director of Tinderbox Technologies, for a conversation to understand how it is possible to achieve both CX satisfaction and financial benefits simultaneously with real-life examples.
read moreA Bank + Fintech Love Story
Together with Ümran Akbulut, Customer Experience Manager at Türkiye İş Bankası, our Co-Founder Gurol Kurt talked with Efma’s Boris Plantier about the origins of our successful collaboration.
read moreUnderstanding and Measuring Employee Engagement
What are the issues companies face today – or issues they don’t know that they are facing! – in understanding the realities of employee engagement?
read more5 Key Steps for Designing the Customer Journeys
Only 45 percent of senior marketing professionals understand their customer’s journeys. Read on to learn the critical steps in designing customer journeys
read moreDon’t Be Afraid to Ask Why: Text Analytics in Action
Reveal the value behind the unstructured data
read moreA Royal Road to Listening to Your Customers
CX management starts with listening to customers carefully. Start getting insights right after the activation of a listening mechanism…
read moreCreating a CX Driven Culture for Retail Banking
An expert opinion podcast with John Berry. Discussion on how leaders can transform their culture to become more customer-centric.
read moreNet Promoter Score (NPS) Software
NPS is a simple metric to measure, but it is not that simple to improve NPS score. Higher NPS score does not always guarantee better performance in business KPI’s
read moreHow to Create Customer-Centric Culture?
Delivering superior customer experience is the result of a customer-centric culture which starts with people. They are not your customers they are your employees.
read moreEngaging Employees for CX Success
How to create engaged employees who will “go the extra mile” at their own choice through a customer-centric culture?
read moreImproving Employee Engagement by Listening to VoE
It is much more critical today to improve employee engagement as a lever for higher productivity, for retention of key talent and ensure the realization of the happiness of customers!
read moreHow AI Improves Marketers’ Creativity
An article by Don Peppers explaining “an array of innovative tools based on artificial intelligence and machine learning”, including Alterna CX.
read moreHow To Enable Frictionless Customer Experience?
How can companies deliver frictionless customer experiences? Here are some effective insights on making the customer experience better for the customer and more efficient for your business
read moreExperience Design and Management
Customer journey mapping and customer experience management programs have become intertwined essential tools to drive business growth.
read moreContextual Relevance to Drive Continuous Improvement in CX
How can companies leverage voice of the customer (VoC) to understand the context of the experience and improve customer journeys?
read moreSmart Customer Experience to Drive Real-Time Action
On Demand Webinar Smart Customer Experience to Drive Real-Time Action
read moreHow is AI transforming Customer Experience?
What is AI technology and how does it relate to Customer Experience? Pros of Integrating AI into daily customer experience process
read more4 Actions to Accelerate CX Performance for Insurers
For insurers, improving customer experience and service quality is not only a necessity; it is also a loyalty and revenue growth opportunity
read moreGetting actionable insight from unstructured customer feedback
Text analytics enables companies to determine which topics are on your customers’ mind and trigger actionable insights
read moreDelivering The Customer Experience Promise
If we consistently deliver experiences that create distinctive emotions in our customers, then we can get a differentiated positioning in their hearts and minds
read moreDesigning Customer Journeys with Customer Experience Analytics
Creating an exceptional customer journey design is essential for businesses aiming to enhance customer satisfaction and loyalty. By leveraging Customer Experience Analytics, companies can gain valuable insights into each touchpoint of the customer journey, enabling them to design experiences that meet and exceed customer expectations.
read moreEnhancing Customer Experience with Sentiment Analysis Using CX Software
Sentiment analysis has become a crucial tool for businesses striving to improve their customer experience strategies. By leveraging the power of advanced CX software, companies can gain valuable insights into customer sentiments, enabling them to make informed decisions and drive customer satisfaction.
read moreHarnessing the Power of Text Analytics with a CX Platform
Text analytics has become an indispensable tool for businesses aiming to enhance their customer experience strategies. By leveraging the capabilities of a robust CX platform, companies can transform unstructured textual data into valuable insights, driving informed decision-making and improving customer satisfaction.
read moreEnhancing Digital Experience with Customer Experience Analytics
The digital landscape is ever-evolving, and businesses must continually adapt to meet customer expectations. As digital channels become increasingly integral to customer interactions, the quality of digital experience can significantly impact overall customer satisfaction and loyalty. Leveraging Customer Experience Analytics (CXA) can provide valuable insights that help businesses optimize their digital presence and enhance the customer journey.
read moreReducing Customer Churn with CX Software
Customer churn is a significant concern for businesses across all industries. Retaining existing customers is often more cost-effective than acquiring new ones, making churn reduction a critical focus for sustainable growth. One of the most effective tools for addressing this challenge is Customer Experience (CX) software. By leveraging CX software, businesses can gain valuable insights into customer behavior, identify pain points, and implement strategies to improve satisfaction and loyalty.
read moreHow a CX Platform Can Enhance Customer Intelligence
Customer experience (CX) is more critical than ever, and businesses are constantly seeking ways to improve it. One of the most effective strategies to achieve this is by leveraging a CX platform that offers unified customer intelligence. This approach brings together data from various touchpoints, providing a comprehensive view of the customer journey and enabling actionable insights.
read moreMastering Customer Experience Analytics Through Root Cause Analysis
Root Cause Analysis (RCA) is a powerful method used to identify the underlying reasons for problems and issues within an organization. When applied to customer experience analytics, RCA can help businesses pinpoint the fundamental causes of customer dissatisfaction and develop strategies to enhance overall customer satisfaction. By integrating RCA with customer experience analytics, companies can transform data into actionable insights, leading to more effective solutions and improved customer experiences.
read moreEnhancing Employee Engagement with a CX Platform
Employee engagement is crucial for any organization aiming to deliver exceptional customer experiences. Engaged employees are more productive, provide better service, and contribute to a positive work environment. A robust CX platform can play a pivotal role in enhancing employee engagement, leading to improved customer satisfaction and business outcomes.
read moreContinuous Improvement in Customer Experience: The Role of CX Software
Continuous improvement is a vital concept for any business aiming to stay competitive and meet evolving customer expectations. This process involves constantly seeking ways to enhance products, services, and overall customer interactions. One of the most effective tools for driving continuous improvement in customer experience is CX software. This blog post explores how CX software can facilitate ongoing enhancements and help businesses deliver exceptional customer experiences.
read moreTop Metrics to Track in Customer Experience Analytics
Customer experience analytics is essential for understanding how customers interact with your brand and how to improve their overall experience. By tracking specific metrics, businesses can gain valuable insights into customer behavior, preferences, and pain points. Here are the top metrics to track in customer experience analytics to enhance your customer service and boost satisfaction.
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Engaging Employees for CX Success
How to create engaged employees who will “go the extra mile” at their own choice through a customer-centric culture?
read moreExperience Design and Management
Customer journey mapping and customer experience management programs have become intertwined essential tools to drive business growth.
read moreContextual Relevance to Drive Continuous Improvement in CX
How can companies leverage voice of the customer (VoC) to understand the context of the experience and improve customer journeys?
read moreSmart Customer Experience to Drive Real-Time Action
On Demand Webinar Smart Customer Experience to Drive Real-Time Action
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Food Delivery oCX Report
Summer 2023
This report offers an AI-based analysis of 350,000 customer reviews from 2023, covering the top 80 brands worldwide, including DoorDash, Uber Eats, Just Eat, and Grab. It introduces the Observational Customer Experience (oCX) score, an objective metric to quantify customer reviews. The report features leaderboards across service quality, ease of use, and delivery time, and explores cultural and local trends in food delivery experiences in North America, Europe, and Asia.
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Seeing is believing
Learn how to apply AI to analyze all the various CX ”signals” generated by your customers via surveys, text, complaints, social media, and other interactions. Discover how to quickly identify and flag the most important problems and opportunities, and then better prioritize your investments.