Instilling CX Into Every Aspect Of A Company
Caroline Quinlan, the Customer Experience Strategy Manager at Electric Ireland, began her journey to becoming a CX leader with her deep interest in understanding customer behavior and enhancing...
Caroline Quinlan, the Customer Experience Strategy Manager at Electric Ireland, began her journey to becoming a CX leader with her deep interest in understanding customer behavior and enhancing...
During our first season of CX Chats, we conducted in-depth interviews with 14 leading industry experts to explore their insights on measuring the business impact of excellent customer experience....
Angeline Gavino, Vice President of Customer Success at Katalon, began her career in customer success in 2010. Back then, her role wasn't even called customer success. She became an individual...
Alex Mead is not your typical CEO. Currently leading Total CX in Bahrain, a customer experience business process outsourcing company, Alex has journeyed from a spring break revelation in Fort...
A satisfactory sample size is one of the most important requirements for generating reliable insights from survey data. Without a large enough sample size (relative to the...
“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”
This statement is widely accepted nowadays. Many research firms, professional associations, software...
We know customers still love to provide their opinions. Now the question becomes, how often should you ask for Voice of Customer (VoC) feedback? As you might expect, it depends on the type of survey...
When measuring the impact of your customer experience (CX) programs, many people would likely look to a Customer Satisfaction or loyalty metric, like Net Promoter Score. While improvements in your...
“If you can’t measure it, you can’t manage it,” said Peter Drucker, a well-known management consultant and educator who delved into the nucleus of businesses so that they could operate optimally.
Arjun Menon, a Customer Success Leader at Salesforce's path to becoming a CS leader, is a testament to the fluidity and adaptability demanded in today's tech-driven world. Beginning his career as a...