September 4, 2019
Customer experience (CX) research has been experiencing dramatic evolution in the last decade which has, in turn, changed CX strategy. In recent years customer satisfaction research has been turned upside down by the rapid evolution of the digital… Read More
August 20, 2019
Without the right IVR system in place to gain customer feedback, the customer journey is incomplete.
August 5, 2019
survey methodology and system design needs to align to the unique aspects of customer care call center management.
July 13, 2019
Market pundits have predicted the decline of call centers as a critical component of consumer care. In reality, call centers continue to be the single most important component of consumer care in the digital age. Research shows 69 percent… Read More
March 31, 2019
Major brands make a big investment in deploying CX and VoC IVR surveys that reach hundreds of millions of consumers every year. Have you ever stopped to consider the impact those IVR surveys can have on your brand?… Read More
February 15, 2019
If you want to understand the customer experience (CX), you need both quantitative and qualitative CX data. Quantitative research is certainly valuable, especially leveraging rating systems like Net Promoter Score (NPS) where metrics can be tied to revenue… Read More