There are three unique ways to retain your customers and navigate your customer retention strategy by leveraging a CX automation system. Decoding customer experience signals is the first step to…
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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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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.
read moreThree Ways to Boost Customer Retention with a CX Platform
There are three unique ways to retain your customers and navigate your customer retention strategy by leveraging a CX automation system. Decoding customer experience signals is the first step to…
read moreoCX: 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.
read moreSocial 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.
read moreAI’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.
read moreBeyond 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.
read moreCustomer Experience Analytics: A Critical Asset
Companies that integrate customer feedback into their DNA, can quantify their customers’ perceptions better, understand the customer journey as well as bottlenecks in it and continuously improve experience every day.
read moreHow to Choose the Right Customer Experience Analytics Tool
Choosing the Right Customer Experience Analytics Tool enables Better Understanding of Customer Needs and Behaviors A customer experience analytics tool, enriched with text analytics capabilities, is crucial for businesses aiming to deepen their understanding of the...
read moreKey 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.
read moreSuper 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.
read moreOptimizing 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.
read more2023 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.
read moreThe Million-Dollar Question About CX: Is It Worth the Effort?
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.
read moreShopee 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...
read moreeBay 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.
read moreEtsy 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.
read moreIntroducing 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.
read moreBenefits of AI-Enhanced CX Management Systems
Here is the three main benefits of CX management systems fueled by artificial intelligence and how they are transforming the ways we do business.
read moreBest Real-World Examples for Predictive Customer Analytics
The power of predictive NPS enables companies to design and execute Customer Experience processes with an optimized effort.
read moreDon’t Ghost Your Customers! Close the Loop
The fundamental essence of a highly successful close the loop program is real-time customer engagement capability powered by AI-based CX automation platforms.
read moreCustomer Obsession: Vital Component of Growth
A taste of customer perspective won’t be enough to propel business growth. It is becoming increasingly vital for brands to understand evolving customer journey trends.
read moreGoing Beyond Sentiments: Emotion Analysis
You have done everything you can to please your customers. In every aspect, your team of professionals provided the best possible service from the operational side; you are confident in your work.
read moreCustomer 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.
read moreCX Signals and Slack Pair for a Perfect Fusion in Organizational Culture
This in-app trend has greatly expanded methods for collecting customer feedback, including NPS. The crucial advantage comes from directing valuable feedback about your product or service to the appropriate teams…
read moreHow 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...
read moreGetting Actionable Insight from Unstructured Customer Feedback
Many customers want to tell you what they think and how they feel. Are you really listening to them? Most likely your answer is “YES” and you’re not alone! It is fair to say that companies have become better at…
read moreCustomer Experience Technology: Enabling Technology for Better CX Management
Customer Experience Technology: Are We Ready to Absorb? A high-level customer experience technology can automate your CX efforts from collecting…
read moreLeveraging 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...
read more10 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...
read moreEmployee 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...
read moreThe 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...
read moreDream 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...
read moreCustomer-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...
read moreClosing the Customer Feedback Loop: Turn Insights into Action
Closing the Customer Feedback Loop Closing the customer feedback loop is considered a milestone in building trust and loyalty with your customers. As Fred Reichheld and Rob Markey stated in their article*: “Closing the loop is a central element of the Net Promoter...
read moreExperience 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...
read moreCreating 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...
read moreCustomer 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...
read moreHappy 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
read moreIntegrating VoC with Dynamic Journey Design to Improve CX
During the global pandemic, we have witnessed that customer needs, expectations, and journeys shifted overnight. Times like these have once again shown us the importance of managing “dynamic” customer journeys.
read more4 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:
read moreVoice of Employee in Remote Working – Pulse Management
In times like these where organizations and businesses are working remotely; building space for communication between employees, understanding their needs and supporting has become a priority.
read moreReal-Time Feedback via Continuous Improvement Loop
Continuous improvement loop is a proven approach in managing customer experiences. Customer Experience Platforms automate the flow in continuous improvement loops and make it easy for companies to manage
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 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 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 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 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 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
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