SlideShare: Take Customer Experience Seriously

Customer experience management software is everywhere. From big platforms like Qualtrics and Medallia, to cheap tools offering free plans and simple summaries. This explosion of customer experience management software explains why every company everywhere is sending surveys. But what’s the quality of those surveys? Usually poor. We know they’re not actionable because, even as companies […]

Customer experience research is evolving rapidly—especially for B2B companies, where their high-value relationships demand precision insights. That’s why earlier this month, for our B2B CXPA Roundtable, I hosted Matt Egol, Jack-Morgan Mizell, and Gillian Salerno-Rebic to explore the possibilities and limitations of using AI for research. I posed questions to the group to get their take […]

You’ve probably been on the receiving end of a bad survey. Maybe it asked you to rate a delivery you never received. Or it forced you to choose between three irrelevant response options, none of which applied to you. Or perhaps you actually took the time to explain a problem in your own words, and […]

Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. And if you’ve ever had a hard time canceling a subscription or fixing a billing issue, you know exactly why it matters. Has this ever happened to you? You clicked through five help articles, waited […]