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How to Train Your Team on Using a CX Platform Effectively

How to Train Your Team on Using a CX Platform Effectively

Implementing a CX platform can significantly enhance your customer experience strategy, but its success largely depends on how well your team understands and utilizes it. Effective training is crucial to ensure that your team can leverage the full potential of the CX platform. Here’s how to train your team effectively:

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Visualizing Customer Experience Analytics

Visualizing Customer Experience Analytics

In the competitive business landscape, leveraging every available tool is crucial for differentiation and success. One of the most vital tools in this pursuit is Customer Experience Analytics. This approach offers deep insights into customer behavior, preferences, and feedback, providing businesses with invaluable strategic guidance. Yet, the challenge lies in the vast amount of data generated. Transforming this data into visual formats presents a solution, enabling businesses to enhance understanding and actionable decision-making.

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Editor’s pick

How to Choose the Right CX Software for Your Business

How to Choose the Right CX Software for Your Business

Selecting the right CX software is crucial for any business aiming to enhance its customer experience. With numerous options available, it can be overwhelming to decide which one suits your needs best. Here’s a guide to help you make an informed decision.

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How to Train Your Team on Using a CX Platform Effectively

How to Train Your Team on Using a CX Platform Effectively

Implementing a CX platform can significantly enhance your customer experience strategy, but its success largely depends on how well your team understands and utilizes it. Effective training is crucial to ensure that your team can leverage the full potential of the CX platform. Here’s how to train your team effectively:

read more
How to Choose the Right CX Software for Your Business

How to Choose the Right CX Software for Your Business

Selecting the right CX software is crucial for any business aiming to enhance its customer experience. With numerous options available, it can be overwhelming to decide which one suits your needs best. Here’s a guide to help you make an informed decision.

read more
Visualizing Customer Experience Analytics

Visualizing Customer Experience Analytics

In the competitive business landscape, leveraging every available tool is crucial for differentiation and success. One of the most vital tools in this pursuit is Customer Experience Analytics. This approach offers deep insights into customer behavior, preferences, and feedback, providing businesses with invaluable strategic guidance. Yet, the challenge lies in the vast amount of data generated. Transforming this data into visual formats presents a solution, enabling businesses to enhance understanding and actionable decision-making.

read more
Customer Experience Face-off: Blue Apron vs. HelloFresh

Customer Experience Face-off: Blue Apron vs. HelloFresh

In the bustling world of meal kit delivery services, Blue Apron and HelloFresh have become household names. As these two giants continue to compete for market dominance, their recent performances offer a fascinating glimpse into the evolving landscape of home dining.

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CX Software vs. Traditional CRM: What’s the Difference?

CX Software vs. Traditional CRM: What’s the Difference?

In today’s business landscape, delivering exceptional customer experience (CX) is paramount. Companies are increasingly turning to CX software to meet the evolving needs of their customers. But how does CX software differ from traditional Customer Relationship Management (CRM) systems? Let’s examine the key distinctions and understand why CX software is becoming a critical tool for businesses.

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Customer Experience Analytics: Turning Data into Insights

Customer Experience Analytics: Turning Data into Insights

In today’s competitive marketplace, understanding and improving customer experience (CX) is paramount for businesses. One of the most powerful tools at their disposal is Customer Experience Analytics. This process involves collecting and analyzing data from customer interactions to derive actionable insights that can enhance CX strategies. But how does one turn raw customer data into actionable insights? Let’s explore the steps involved in this transformative process.

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Customer Sentiment Analysis: Quick Service Restaurants

Customer Sentiment Analysis: Quick Service Restaurants

Customer retention is a critical factor for sustained business growth. It’s well-known that retaining an existing customer is more cost-effective than acquiring a new one. However, understanding how to keep customers coming back requires a deep understanding of their experiences and behaviors. This is where Customer Experience Analytics (CXA) comes into play.

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Improving Product Development with Customer Feedback Software

Improving Product Development with Customer Feedback Software

Product development is a critical aspect of business growth and success. To stay competitive, companies must continuously innovate and refine their products. One of the most effective ways to achieve this is by leveraging Customer Feedback Software. This powerful tool provides valuable insights directly from customers, helping businesses make informed decisions that drive product improvement

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How Customer Experience Analytics Boosts Customer Retention

How Customer Experience Analytics Boosts Customer Retention

Customer retention is a critical factor for sustained business growth. It’s well-known that retaining an existing customer is more cost-effective than acquiring a new one. However, understanding how to keep customers coming back requires a deep understanding of their experiences and behaviors. This is where Customer Experience Analytics (CXA) comes into play.

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The Cost-Benefit Analysis of Investing in a CX Software

The Cost-Benefit Analysis of Investing in a CX Software

In today’s competitive business landscape, delivering exceptional customer experiences is crucial for long-term success. As customer expectations continue to rise, companies are turning to Customer Experience (CX) software to gain a competitive edge. However, investing in CX software requires careful consideration of costs and benefits. In this blog post, we’ll explore the cost-benefit analysis of investing in CX software, helping you make an informed decision for your business.

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The Role of AI and Machine Learning in Customer Experience Analytics

The Role of AI and Machine Learning in Customer Experience Analytics

In today’s fast-paced digital world, businesses must prioritize exceptional customer experiences to stay competitive. One of the most effective ways to achieve this is through customer experience analytics. By leveraging the power of AI and machine learning, companies can gain deeper insights into customer behavior, predict trends, and tailor their strategies to meet customer needs more effectively. AI and machine learning are rapidly gaining traction across various industries, and customer experience (CX) is no exception.

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Why Do Leading Food Delivery Apps Outperform Their Competitors?

Why Do Leading Food Delivery Apps Outperform Their Competitors?

Exploring beyond the surface of oCX leaderboards, we conduct a comprehensive data analysis to decipher the core elements defining a superior food delivery experience. Drawing insights from our machine learning-based examination of over 100,000 user reviews, our aim is to empower food delivery apps to refine their offerings, address user pain points, and elevate overall customer satisfaction in the realm of food delivery. This analysis is based on our newly released Food Delivery oCX Report Spring 2024, providing fresh and actionable insights for the industry.

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Using CX Software to Humanize Customer Interactions

Using CX Software to Humanize Customer Interactions

In today’s digital landscape, where customer expectations are at an all-time high, businesses must prioritize empathy in their interactions. Empathy is the cornerstone of exceptional customer experiences, fostering trust, loyalty, and satisfaction. However, as businesses grow and customer bases expand, maintaining a personal touch can become increasingly challenging. This is where CX (Customer Experience) software emerges as a game-changer, empowering organizations to scale empathy effectively.

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Customer Experience Analytics and Data Privacy

Customer Experience Analytics and Data Privacy

In the digital era, where data is often referred to as the new oil, customer experience analytics play a crucial role in shaping business strategies. However, as the volume of data collected by businesses increases, so does the concern over privacy. Data privacy regulations like the General Data Protection Regulation (GDPR) in the EU and the California Consumer Privacy Act (CCPA) in the U.S. have set new benchmarks for data management. In 2024, understanding the impact of these regulations on customer experience analytics is vital for businesses aiming to comply with legal standards while still gaining valuable insights from their data.

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Customer Feedback Software: 5 Use Cases for Retail Companies

Customer Feedback Software: 5 Use Cases for Retail Companies

In an increasingly competitive retail landscape, leveraging customer feedback is not just an option—it’s a necessity. Customer Feedback Software (CFS) has emerged as a pivotal tool for retailers aiming to enhance customer experiences and refine their business strategies. As we navigate through 2024, the integration of AI technologies has further amplified the capabilities of these platforms, making them more insightful and action-oriented. Here are the top five use cases for Customer Feedback Software we have experienced in Alterna CX customers.

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Three Ways to Boost Customer Retention with a CX Platform

Three Ways to Boost Customer Retention with a CX Platform

The 21st century introduced us to “individual-oriented” opportunities to make such choices comfortably. If I don’t like Netflix, I’ll try HBO Max. If not satisfied, I can switch to Disney+. Being able to do this so quickly is a great convenience for the consumer, but it is also a big problem for companies. Now, companies have to take more care in formulating their customer retention strategies using a CX platform. Whatever product or services they market, companies should prioritize efforts to improve customer retention rate. When firms serve their customers at the right time and right pace, that positive experience on a CX platform helps to increase customer loyalty and retention. Emotions, intents, or preferences can change so easily.

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oCX: The Missing Piece in Your CX Puzzle

oCX: The Missing Piece in Your CX Puzzle

In the realm of customer experience (CX) evaluation, metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) have long been the cornerstone of understanding customer sentiment. However, as the landscape evolves and the volume of unstructured data grows exponentially, there’s a rising star on the horizon: Observational Customer Experience (oCX) metric.

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Social Media Sentiment Analysis: Boosting Engagement Strategies

Social Media Sentiment Analysis: Boosting Engagement Strategies

In today’s fast-paced digital landscape, understanding customer sentiment has become increasingly crucial for businesses striving to deliver exceptional customer experiences. Traditional methods of gathering feedback, such as surveys and reviews, offer valuable insights but often fall short in capturing the nuanced emotions behind customer responses. Enter AI-powered sentiment analysis—a game-changer in the realm of customer feedback software.

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AI’s Sentiment Analysis: Enhancing Customer Feedback Software

AI’s Sentiment Analysis: Enhancing Customer Feedback Software

In today’s fast-paced digital landscape, understanding customer sentiment has become increasingly crucial for businesses striving to deliver exceptional customer experiences. Traditional methods of gathering feedback, such as surveys and reviews, offer valuable insights but often fall short in capturing the nuanced emotions behind customer responses. Enter AI-powered sentiment analysis—a game-changer in the realm of customer feedback software.

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Beyond Metrics: The Impact of Customer Experience Analytics

Beyond Metrics: The Impact of Customer Experience Analytics

As businesses strive to provide exceptional customer experiences, they often rely on score-based metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), or more recently, Observational Customer Experience (oCX) to measure customer experience. While these metrics provide valuable insights, they may not always encapsulate the entirety of the customer journey.

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Key Elements of a Superior Digital Banking Experience

Key Elements of a Superior Digital Banking Experience

In the fast-paced world of fintech, the competition among digital banking apps is fierce. Recently, our team released a comprehensive report titled “Consumer Perspectives: Best Fintech Apps,” shedding light on the stark differences between the top-performing US-based digital banking apps and their underperforming counterparts. Today, we delve deeper into the analysis to uncover the underlying reasons why some apps outshine the rest, drawing primarily from data sourced from Google Play Store with limited insights from the App Store.

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Super Bowl Seat Scramble: SeatGeek vs. Ticketmaster vs. TickPick

Super Bowl Seat Scramble: SeatGeek vs. Ticketmaster vs. TickPick

As the excitement builds for the upcoming Super Bowl, the search for the perfect ticket platform becomes paramount for fans eager to secure their seats. In a sea of options, three major players stand out: SeatGeek, Ticketmaster, and TickPick. As a leading CX software company dedicated to enhancing customer experiences, we recognize the importance of thorough research in making informed decisions.

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Optimizing Returns: Driver Simulation for CX ROI

Optimizing Returns: Driver Simulation for CX ROI

In our recent exploration of “The ROI of Customer Experience,” we navigated the challenges of short-termism in today’s corporate landscape. Building on the momentum from last week, this week’s blog post dives deeper into the practicalities of measuring and proving the financial impact of CX initiatives.

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2023 oCX Leaders

2023 oCX Leaders

In today’s business landscape, ‘short-termism’—the focus on immediate financial results—dominates corporate strategy, often at the cost of long-term planning and sustainable growth. This trend poses a significant challenge for C-Suite executives, who face pressure to deliver quick financial returns, potentially compromising product quality and service. This article explores the critical intersection of short-termism and Customer Experience (CX), highlighting the need for CX professionals to demonstrate the long-term financial benefits of customer-centric strategies. Understanding this balance is essential for aligning immediate actions with the enduring health and loyalty of the organization.

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Shopee vs Lazada: What to expect in 2024?

Shopee vs Lazada: What to expect in 2024?

Shopping on Lazada and Shopee: What to expect in 2024?   In our series of marketplace platform analyses, we previously delved into the dynamics of eBay versus Rakuten and Amazon versus Etsy. Now, turning our focus to Southeast Asia, we scrutinize the customer...

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eBay vs Rakuten: Holiday Shopping Analysis

eBay vs Rakuten: Holiday Shopping Analysis

Embark on an exploration of Rakuten versus eBay in the online marketplace arena. Discover Rakuten’s innovative rewards system and diverse merchant network, challenging eBay’s traditional auction model. Dive into the unique appeal of each platform and unlock secrets to maximizing your shopping experience.

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Etsy vs Amazon: An Analysis of Holiday Shopping 2023

Etsy vs Amazon: An Analysis of Holiday Shopping 2023

Dive into the ultimate guide for your holiday shopping adventure! Discover the game-changing trends in consumer spending, unravel the mysteries behind Amazon’s global dominance, and explore Etsy’s unique charm in supporting small businesses.

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Introducing oCX, the New, AI-Generated CX Metric

Introducing oCX, the New, AI-Generated CX Metric

Whenever a company is seeking to evaluate the quality of its customer experience, nothing is more important than the opinions of the customers who actually have the experience. This is why virtually all metrics designed to measure CX quality today are derived from surveys administered directly to customers.

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Customer Experience Metric Selection

Customer Experience Metric Selection

The first step before deep diving into customer experience metric selection is to understand the main areas to address when measuring CX. Then we share some of the often used metrics in customer perception of the quality of experience.

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How to Choose the Right Customer Experience Platform

How to Choose the Right Customer Experience Platform

Choosing the Right Customer Experience Platform Leads to High-Quality CX   Customer Experience (CX) is the overall experience that customers have during the relationship with the delivered product/ service from first contact to becoming a happy and loyal...

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Leveraging Internal Communication for Better CX

Leveraging Internal Communication for Better CX

We already know that good CX quality and customer loyalty drive successful business growth. What most firms overlook is that they should prioritize the “people factor” since employees work hard to provide high-quality customer experience. The impact of employee...

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10 Simple Steps to Boost Employee Engagement

10 Simple Steps to Boost Employee Engagement

How Can We Improve Employee Engagement? This is one of the most asked questions about employees on Google. Let's have some background information about this fact. COVID-19 has emotionally exhausted many workers. The term “great resignation,” which refers to the high...

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Employee Experience: The “EX” Factor

Employee Experience: The “EX” Factor

The Ex Factor: Employee Experience as One of Customer Experience Milestones A company can see its definition as a “customer-centric company” as its proudest achievement today. This is only possible with customer-focused employees. The equation is simple: Happy...

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The key piece of the puzzle: Change management

The key piece of the puzzle: Change management

In many customer experience research, expert interviews and case studies, we often see how important the concept of change management is for CX. There is no doubt that change management should be handled in a structured way for the customer experience program to...

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Dream customer experience team – the “starting five”

Dream customer experience team – the “starting five”

How to Build a Customer Experience Team Forrester recently shared 2022 predictions about customer experience. One of the predictions was: Customers will Want Over Half of the Pandemic-Era Services to Become the “New Normal”. As an example, one-half to two-thirds of...

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Customer-Centric Organization

Customer-Centric Organization

How to Become a Customer-Centric Organization Customer centricity is a way of doing business and a way of thinking that focuses on customer needs and is committed to creating a great customer experience.  The goal of a customer-centric organization is to provide...

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Experience Design: Designing the moments that matter

Experience Design: Designing the moments that matter

Experience Design: Understand and Visualize the Moments of Truth Design thinking, experience design or service design. Sometimes our playing field seems to be dominated by jargon. These are fairly similar terms, but what do they actually mean—and why is it worth...

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Creating a Voice of Customer Program

Creating a Voice of Customer Program

What is Voice of Customer? Simply put, Voice of Customer (VoC) is the process of collecting customer feedback about a business, its products and services. Many companies believe that collecting customer feedback through surveys is the meaning of a VoC program. In...

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Customer Loyalty: Five Steps to Become a Loyalty Leader

Customer Loyalty: Five Steps to Become a Loyalty Leader

Customer and Brand Loyalty For the fifth year in a row, Amazon has been listed as the loyalty leader in the U.S.A. according to Brand Key’s annual loyalty rankings. The New York-based brand loyalty and customer engagement research consultancy examined 1,260 brands in...

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Happy CX Day!

Happy CX Day!

Insights from experience professionals themselves across industries about their most significant learnings from 2020 and their expectations for 2021 regarding customer expectations and CX efforts

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4 Ways to Focus VoC Programs During the Covid-19 Pandemic

4 Ways to Focus VoC Programs During the Covid-19 Pandemic

As the first wave of the impact of the pandemic is experienced, we see some changes in this initial response. Based on our conversations with our clients in banking, retail and insurance, we wanted to share approaches and actions regarding Voice of the Customer programs:

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A Bank + Fintech Love Story

A 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.

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