Tags: customer-satisfaction*

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  1. Cerebri AI's platform uses a machine learning paradigm called reinforcement learning, in which a machine learning model optimizes its actions based on new and historical data to yield the greatest reward. It analyzes digital customer interaction data and generates up to four “next best actions” for the company trying to make a sale, such as sending a marketing email or reaching out from a call center.
    http://builtinaustin.com/2019/12/04/cerebri-ai-raises-7M/
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  2. What if the return on your investment is even beyond what you were hoping?

    Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. And understanding, leveraging and acting on CSAT scores can absolutely help you get there.
    http://customerexperienceupdate.com/?open-article-id=12234627&article-title=how-to-prove-the-roi-of-customer-satisfaction--csat-&blog-domain=getfeedback.com&blog-title=getfeedback/
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  3. A basic definition of customer experience analytics is: The discovery, collection and analysis of customer data to help you make informed, intelligent decisions through actionable insights. QYReports has announced the addition of new informative data titled Customer Experience Analytics market to its extensive repository. The aim of this report is to enable the readers to focus on some significant aspects of the businesses such as, recent developments, technological platforms, various standard operating procedures, and tools.
    http://marketreportgazette.com/2019/12/new-research-in-customer-experience-analytics-market-2019-2026-by-major-key-vendors-adobe-systems-incorporated-oracle-corporation/
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  4. Stedin is a regional Dutch network operator that mainly operates in the Netherlands’ Randstad region, which consists of Rotterdam, The Hague and Utrecht. As one of the top three largest operators in the Netherlands, Stedin is responsible for the transport of electricity and gas to more than 2 million customers (including industrial customers).
    Eager to gain better insights into how their website was performing and how they could improve the online experience (on a deeper level) Stedin employed Mopinion as its digital feedback solution.
    http://mopinion.com/customer-story-stedin/
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  5. When you hear the term “intelligence”, some of the first things that leap to mind include super-secret governmental reconnaissance and AI (artificial intelligence) technology. Although CI (customer intelligence) seems like a completely different story, it bears a little bit of resemblance to the former, in a benign sense, and leverages the power of the latter as machine learning algorithms come into play.

    CI meaning boils down to harvesting and analyzing information about customer behavior. It sheds light on the whys and wherefores regarding the events and trends in a company’s consumer ecosystem in order to provide the business with actionable insights for more effective CX strategies. Importantly, this concept isn’t only about collecting the relevant data, but it’s also about harnessing that information to understand the customer’s needs, introduce improvements, and derive better results.
    https://smartercx.com/ci-meaning-insights-into-customer-intelligence/
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  6. According to McKinsey, 75% of online customers expect service within 5 minutes – and successfully delivering that requires an effective technology foundation. The right CX platform is a critical part of that foundation. On premise, off premise, in the cloud – there are so many different options companies face when building a CX stack. Let’s take a closer look at what on premise cloud is, how it can support your CX technologies, and the steps you can take to maximize its effectiveness.
    https://smartercx.com/can-on-premise-cloud-improve-cx/
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  7. As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements:

    Expectations: What a person anticipates will happen during an experience.
    Experiences: What actually happens to a person during an interaction.
    Perceptions: How a person views an experience based on their expectations.
    Attitudes: How someone feels about the organization.
    Behaviors: How a person choses to interact with an organization.
    https://experiencematters.blog/2019/03/20/the-human-experience-cycle/
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  8. Avaya research indicates that only 14% of back offices are fully automated and tracked against SLAs, yet 'back office' operations such as delivery are among the top five considerations when it comes to repeat purchases and customer satisfaction.

    Speaking at the Johannesburg leg of the international Experience Avaya 2019 roadshow on Tuesday, Natalie Keightley, Solutions Marketing Director at Avaya International, said: "Customer experience technology has been slow to integrate into the back office and slow to support workers. When companies have adopted customer experience technologies, they often focus purely on the customer-facing technology. So they may enable the text channel for the customer to speak to the organisation, but fail to consider how this connects to the back office."
    https://www.itweb.co.za/content/G98YdqLxVLXqX2PD/
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  9. It is more sensible to take a macro-level view by the peak-end rule. The peak-end rule says that customers remember their peak-experience with a brand, rather than specific interactions. So, to ensure customer loyalty, you need to create positive emotional peak experiences for customers.
    http://www.bizcommunity.com/Article/196/33/181462.html/
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  10. How many times have you called your credit card or insurance company only to plow through a grueling five minutes of automated options before being put on hold for the “next available representative”? After being reminded that “this call will be recorded for quality assurance purposes,” another five minutes drag by before you’re finally talking to a human being.

    By this time, you’re frustrated and exhausted, and you wonder how any company concerned with “quality assurance” could put you through such an obnoxious ordeal.

    This is an example of an awful user experience (UX) – from its clunkiness and inefficiency to its total lack of regard for the customer’s time, this kind of call center gauntlet is doing the company no favors with regard to customer satisfaction or loyalty. As such, it has an immensely harmful effect on the overall customer experience (CX) – how customers engage with a company over the entire duration of their time using its products and services.
    http://customerthink.com/why-you-should-be-thinking-about-ux-and-cx-differently/
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Mopinion: The Leading Customer Experience Tool

Mopinion is a proud sponsor of Customer Experience News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Experience Tools in order to collect experience for the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing Experience, it is about how to make sense of the data.