A good customer experience improvement program depends on two-way conversations between companies and their customers. It has been reported that nearly half (43%) of customers don’t bother complaining because they don’t believe companies care. Get ahead of that stat by demonstrating your company not only wants the feedback, you act on it. The three-tiered approach […]
Marketing & CX
How to Train AI to Analyze Your Customer Feedback
Customer comments are the lifeblood of any CX program, giving you the “why” behind customers’ NPS, CES, and CSAT scores. But until recently, it’s been nearly impossible to make sense of feedback from hundreds of customers at a time. Using artificial intelligence (AI) to automate text analysis gives you the consistent and fast insights you […]
Every Team’s a CX Team: How to Align Them with VOC
The value of becoming a customer-centric company is no longer in question. In 2019, companies leading in CX were 3X as likely as their peers to have significantly exceeded their business goals. Perfect, let’s do it tomorrow, right?! The truth is that creating a customer-first model at your company is not as simple as introducing […]
How Remote Businesses Effectively Improve Customer Engagement
Operating a business during a global pandemic is no easy feat. Many traditional businesses have made the temporary or permanent transition to a remote business model, which makes it all the more important for your cloud-based business to stand out. A common issue that marketers face when adapting to a changing market is maintaining and […]
A Primer on the 3 Most Important CX Metrics – NPS, CSAT and CES
Welcome to the “Age of the Customer.” Are you ready? Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Through technology, customers have unprecedented access to information about products and services. With a few clicks, they can compare your company with […]
CX Tipping Point: 7 Signs You Need Text & Sentiment Analytics
The potential for machine learning to elevate the customer experience has everyone buzzing. AI-powered text and sentiment analysis can be an incredible solution for specific problems that CX pros face. But how do you know when the time is right to move to the next level of CX? Are there new tools you can purchase […]
Wootric ranks #1 in ROI in Experience Management | G2 Grid Report for Fall 2020
Wootric, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a High Performer in the G2 Crowd Grid Report for Experience Management for Fall 2020. Wootric also outperforms the category on all satisfaction measures including ease of use. Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, […]
How to Translate a Journey Map into a CX Survey Strategy
Creating a customer journey map is the first step toward designing a superior Customer Experience (CX) that drives end-user growth. Rather than rushing in and narrowly focusing on a single touchpoint to measure success, a customer journey map helps you evaluate the journey as a whole—providing a bird’s-eye view of everything. Once you’ve mapped out […]
How to Improve CX Survey Response Rates
Are you happy with your survey response rate? A low response rate can be a problem because you’re not only missing out on valuable data, but you may be irritating your customers by sending complex surveys at the wrong time. Heck, even if you’re not irritating them, you might be confusing them at the very […]
5 Customer Experience Competencies to Drive Business Growth
In the modern consumer-led environment, the customer experience is of paramount importance. Whether you’re offering omnichannel contact center solutions like we do at RingCentral or work in online retail, you must go the extra mile to ensure that customers enjoy the best possible experience. If you don’t, you can rest assured that your competitors will. […]
