Sep 09, 2019
New Research from Medallia and The Partnership for Public Service on Employee Experience Whether agencies’ goals are to put a human on Mars, protect our natural resources, or care for our veterans, none of these things are possible without the help of mission-support services. The people behind these services are what allows agencies to meet their goals. The more they view the recipients of their services as core customers and
Jul 18, 2019
As customers become more sophisticated, companies are ramping up their investment in the latest CX technology. One thing is for sure: in 2019, we’re getting a lot more personal, and a lot more connected. Download this free infographic to discover 10 ways to engage with your customers, collect feedback, and optimize experiences on digital channels. From harnessing internet-connected devices to going omnichannel, you’ll learn about the freshest ways to stay
Oct 22, 2018
Today’s consumers have become accustomed to instantaneous services and subscriptions, making real-time engagement with brands the new industry standard. The study of 3,000 consumers — ‘Customer Engagement Now’ — shows that three expectations have, or will soon, become the new normal: real-time engagement across channels, a two-way conversation that influences the customer experience in real time, and on-demand convenience in an omnichannel environment. See the key takeaways from this study
Jul 10, 2018
Today’s most important customer experience battleground is taking place in mobile devices. In the US, 69% of digital media time is spent on mobile — and of that time, 90% is spent on apps. However, according to Appsee, a stunning 90% of companies don’t perform any qualitative measurement of UX in the live environments. Without measuring UX in a live environment, you can’t know where you stand and can’t improve.
May 21, 2018
Customer loyalty in insurance is up for grabs. Loyalty depends on trust, which is built through effective communication and an orientation to action.
May 08, 2018
Today’s most important Customer Experience battleground is taking place in mobile devices. By 2017 mobile digital media time spent increased to 69%, desktop had fallen to less than one-third of total digital media time and out of the time spent on mobiles, 90% is spent on apps (source). This research paints a clear picture: more and more users are engaging with your brand through mobile devices and specifically through in-app
Apr 11, 2018
In the automotive industry, competition is high and brand loyalty is low. The customer experience is quickly becoming the way for auto companies to pull ahead of the competition. Here are the top five ways your organization can step on the gas. 1. Start at the top. Organizations leading the way in CX know that a company’s mission and values exist only insofar as how they’re experienced by the customers and