July podcast roundup: Customer effort through an AI lens
It’s the final countdown! July passed us by quickly, and with it came the last five episodes of our twelve-part podcast series, Customer Effort: Through an AI Lens. In this…
Ready to improve your quality assurance (QA) process? Read this first.
A solid quality assurance process is one of those needs that transcends industry. Whether you work in technology or marketing, sell a product or service, have a hundred-person customer support…
Visionary leaders turn to unstructured data analytics to lead the way in 2021
At the beginning of 2021, our research leaders took a look back at the trends that surfaced over the course of the pandemic year, and made some predictions about the…
The most direct cause of customer loyalty is…
We’ve talked about a lot of ways to build customer loyalty over the years, from first contact resolution, to more digital options, to staffing choices. But there’s one secret that…
June podcast roundup: Measuring customer effort
We’re halfway through our latest podcast series! If you’ve been listening along as each episode rolls out, you’ll have followed along with us as we traced the origins of customer…
How to improve the customer experience in 3 simple steps
It’s a fundamental truth about customer experience (CX): Reducing customer effort is the key to a great customer experience. Lowering the effort required to do business with your company can…
Understanding your customer effort score (and how to improve it!)
We talk a lot about the customer effort score (CES). Between our work in customer experience, the research that went into The Effortless Experience, and our own effort measurement score,…
Struggling with your customer feedback survey? Try this instead
Are your survey response rates way, way down? Do you struggle to find out what your customers actually think about your product or service? If your insights feel empty and…
May podcast roundup: The origins of customer effort
Exciting news! We’re on podcast #2, this time discussing one of our favorite topics: Customer effort. Throughout this series, titled “Customer Effort: Through an AI Lens”, Chief Research & Innovation…