Category: Strategy and Best Practices

Explore the Value of CX Expertise-Building

Posted on March 1, 2023 by Drew Hall and Elliott Moran - Strategy and Best Practices

To accelerate customer-focused strategies, today’s CX leaders are interested in building expertise related to data interpretation and action planning.

Text Analytics Consulting Services: Transform Data Within Your Business

Posted on January 12, 2023 - Strategy and Best Practices

Hidden messages exist across your company. They are full of valuable customer information. Ready to decrypt them? It’s time to talk about text analytics.

What is Text Analytics? A Beginner’s Guide

Posted on December 10, 2022 - Strategy and Best Practices, Voice of the Customer

The world generates 2.5 quintillion bytes of data every single day. That’s 18 zeros! Where is all this data coming from? Well, us. The challenge is managing this volume of information. Luckily, text analytics assists companies in capturing and executing on the data customers generate to improve their experience—and ultimately gain a greater share of wallet.

Effective communication can elevate your CX program

Posted on July 7, 2022 by Sean Clayton and Molly Work - Strategy and Best Practices

It’s not just talk. Good communication is essential to executing a successful customer experience (CX) program. In fact, a comprehensive communications plan, developed well before your first survey is ever deployed, can propel your CX program from “just OK” to a level that enables you to motivate change, accelerate action, and achieve desired results.

Seize Opportunities To Deliver Value With Your CX Program

Posted on June 1, 2022 by Georgetta Parisi and Troy Powell - Strategy and Best Practices

The job of a customer experience (CX) professional can be described as mastering the art of “sensing” and “seizing.” The sensing part of the equation is the gathering of information to gain a deeper understanding of the customer. Among other things, sensing reveals customers’ concerns, their needs, and where opportunities and risks lie within the customer relationship.

Value Planning: The Connection Between CX Outcomes and Business Objectives

Posted on May 24, 2022 by Michelle Buretta - Strategy and Best Practices

Launching any new initiative usually starts with three questions: Why are we doing this? Why is now the right time? What do we want to achieve? Consider a recent business project or a personal plan. Asking these questions defines the need, the urgency, and the end goal. The answers illustrate what is possible and why those opportunities are important right now.