Integrating VoC with Dynamic Journey Design to Improve CX

Integrating VoC with Dynamic Journey Design to Improve CX

Over the years, as enterprises started designing their customer journeys, we began to hear and attend more design thinking workshops. During these sessions, a group of employees gets together to understand their customers better and visualize the journey of customers...
Voice of Employee in Remote Working – Pulse Management

Voice of Employee in Remote Working – Pulse Management

  The ongoing disruption created by the Coronavirus (COVID-19) outbreak is affecting everyone around the globe. Organizations and businesses are working remotely, schools have moved to online classes and individuals have been staying home under quarantine or...
Part 2: Customer Experience Metric Selection

Part 2: Customer Experience Metric Selection

   In part one of our article, we talked about four areas to address when measuring customer experience. We shared customer experience metrics in three different categories: Customer perception of the quality of experience, operational metrics and impact...
Part 1: Four Areas to Address When Measuring Customer Experience

Part 1: Four Areas to Address When Measuring Customer Experience

  Most companies don’t know whether their customers have a problem and how to fix it. According to a study published by Vision Critical, the annual cost of unhappy customers can be as high $537 billion in the U.S. Leading companies such as Apple, Uber and...
A Bank + Fintech Love Story

A Bank + Fintech Love Story

Together with Ümran Akbulut, Customer Experience Manager at İş Bank, our CEO Gurol Kurt spoke to Efma’s Boris Plantier about the origins of our successful collaboration.  How did the two of you meet? Ümran Akbulut: For İş Bank, a well-known and highly...