Customer journey mapping and customer experience management programs have become intertwined essential tools to drive business growth.
In this webinar, together with our expert opinion speaker, Valerie Peck, we presented how “dynamic” experience design is vital to improving your customer experience with specific real-life examples. Our discussion topics included:
- Making your experience journey living
- Dealing with digital transformation and different customer types
- Managing “outside-in” data to keeping the journey dynamic
Related Resources
Social Media Sentiment Analysis: Boosting Engagement Strategies
In today’s digitally connected world, social media has become a cornerstone of customer engagement, offering businesses unparalleled opportunities to connect with their audience, gather feedback, and build brand loyalty. However, amidst the vast sea of social media conversations, deciphering the sentiments and emotions expressed by customers can be a daunting task.
Introducing oCX, the New, AI-Generated CX Metric
- oCX, or “Observational Experience,” is a unique metric that assesses the quality of a company’s customer experience without relying on traditional surveys.
- This metric is powered by AI technology that analyzes individual customer opinions expressed in unsolicited text comments on social media, review sites, and other online platforms.
Food Delivery oCX Report
Spring 2024
As the growth rate of the food delivery industry slows, the competition to acquire and retain customers intensifies. To gain an edge, it’s crucial to understand and swiftly respond to customer needs. In the Spring edition of our Food Delivery Industry report, we analyzed the customer needs across 75 food delivery brands, including industry giants like Uber Eats, DoorDash, Grubhub, Domino’s, and Starbucks.