2001 and Analytics - Customer Experience Update

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Ready to kickstart an excellent CX program?

Strategy

Strategy CEM Touchpoint Customer Centricity

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Then text analytics organizes all topics in a visual display, often in the form of a word cloud. Still need convincing?

Analytics

Analytics CEM Telecommunications Hotels

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. VOLUME: Small. SOCIAL: N/A. Sean holds a Ph.D.

B2C

B2C B2B CEM Airlines

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. This is an excerpt from Listen Or Die by Sean McDade, PhD.

CEM

CEM Customer Service Touchpoint Exercises

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. About the Author. Sean holds a Ph.D.

Employee Experience

Employee Experience Communication CEM e-support

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Gearing up to reopen? Sean holds a Ph.D.

CEM

CEM NPS Hotels Survey

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

APRIL 9, 2018

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?

CEM

CEM Marketing Voice of Customer Video

A new era for digital Voice of the Customer

OpinionLab

DECEMBER 17, 2018

Founded in 2001, ForeSee developed a methodology to connect the digital experience to the bottom line through evaluative post-transaction surveys. A couple years later, a new player emerged in the digital feedback space that sought to extract value from digital Voice of Customer a bit differently.

Competitive Advantage

Competitive Advantage Ecommerce Voice of Customer Social Media

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Thinking about switching to VoC? Sean holds a Ph.D.

CEM

CEM Software Feedback Call Center

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. As CEO, he guides the company’s vision and strategy.

NPS

NPS Measurement CEM Survey

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Ready to collect feedback at every touchpoint?

Touchpoint

Touchpoint Feedback CEM Customer Experience

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

MARCH 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Ready to close the loop? Sean holds a Ph.D.

ROI

ROI CEM Software Customer Experience Management

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

If not, look to your company's business analytics and/or business intelligence department. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means.

CEM

CEM Telecommunications Software Analytics

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

MARCH 1, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Measurement

Measurement CEM Touchpoint Video

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Set up RCA today! Contact PeopleMetrics: About the Author.

Analysis

Analysis CEM ROI e-support

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Touchpoint

Touchpoint Feedback CEM Call Center

Contact Center AI – What’s out there?

Comm100

JUNE 5, 2018

From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. Chatbots and voice AI agents can capture data from customer interactions and feed it into analytics software. Capturing Customer Data.

Contact Center

Contact Center Call Center Self Service Chatbots

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Add video to your surveys! Sean holds a Ph.D.

CEM

CEM Video Social Media Survey

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. It just doesn’t get better than this.”.

Contact Center

Contact Center Customer Satisfaction Self Service Technology

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

CEM

CEM Video Measurement Software

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

PeopleMetrics

JUNE 8, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Set up a recognition program today! Sean holds a Ph.D.

CEM

CEM Infographics Employee Engagement Culture

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. No bad surveys. Contact PeopleMetrics: About the Author.

Survey

Survey CEM Net Promoter Score How To

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

CEM

CEM Net Promoter Score Video Hotels

Here’s Why Your Customer Success Strategy Needs Data Science

Gainsight

OCTOBER 19, 2018

While some may think of Terminator, HAL from Odyssey 2001, or Data on Star Trek, the products of data science have very realistic uses and are deeply embedded in our everyday lives. Business Analytic Practitioners, Quality Analysts, and Machine Learning Scientists are all forms of data scientists. developer acumen to deliver them.

Customer Success

Customer Success Data Strategy Analysis

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

MARCH 7, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

System

System Feedback CEM Management

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Feedback

Feedback CEM Video Social Media

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

SEPTEMBER 24, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. As CEO, he guides the company’s vision and strategy.

CEM

CEM Marketing Advertising Study

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Marketing

Marketing CEM Advertising Video

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Which alerts work best for YOUR company?

CEM

CEM ROI Contact Center Survey

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Let's start building. Sean holds a Ph.D.

CEM

CEM Touchpoint NPS Survey

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

CEM

CEM Hospitality e-support Competitive Advantage

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

AUGUST 7, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. As CEO, he guides the company’s vision and strategy.

NPS

NPS Net Promoter Score CEM Metrics

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Want to know more about Employee Experience?

Banking

Banking CEM Employee Experience Rewards Programs

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Boost your survey health! Sean holds a Ph.D.

Survey

Survey CEM B2C Measurement

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Listen to your customers! Sean holds a Ph.D.

Airlines

Airlines CEM Travel Software

McDonald’s Appoints Manu Steijaert as Global Chief Customer Officer

CSM Magazine

AUGUST 3, 2021

The team combines the best of McDonald’s Data Analytics and Digital Customer Engagement with Global Marketing, Global Restaurant Development and Restaurant Solutions. Steijaert began his McDonald’s career as a field service consultant in 2001. He will be leading a new Customer Experience team.

Chief Customer Officer

Chief Customer Officer Touchpoint Leadership Consulting

Customer Support Outsourcing Philippines: Cynergy BPO – Revolutionizing Tech-Driven Customer Experience

CSM Magazine

MARCH 20, 2024

Ralf Ellspermann, CSO of the advisory firm, and a multi-awarded BPO executive, has been a cornerstone of the Philippine outsourcing landscape since its early days in 2001. Ralf Ellspermann explains, “In today’s digital realm, the cornerstone of customer loyalty lies in consistent, personalized, and technology-adept interactions.

Customer Experience

Customer Experience Contact Center Competitive Advantage Hospitality

The 9 Best SaaS Help Desks + How to Pick the Right Tool

Help Scout

JUNE 24, 2021

Kayako originally set out in 2001 to make a more usable help desk. Zendesk even offers more advanced features like AI and customizable analytics dashboards, though those are limited to their higher-cost plans. Price : Starting at $20 per agent per month. Since then, they’ve continued to add to their product. HubSpot Service Hub.

Tools

Tools Self Service Knowledge Base How To

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Looking for ways to tie compensation to VoC?

CEM

CEM How To Hotels NPS

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Wondering how to get leadership buy-in for VoC?

Leadership

Leadership ROI CEM How To

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. What CX lessons have you learned in 2019?

CEM

CEM Chatbots Voice of Customer Software

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

JULY 23, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. This is an excerpt from Listen Or Die by Sean McDade, PhD.

Feedback

Feedback CEM Hotels Software

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Looking for creative ways to talk about CX?

Communication

Communication CEM Touchpoint NPS

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

MAY 24, 2018

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. More information: Listen or Die will be available for purchase on Amazon starting Tuesday, June 19th, 2018. Sean holds a Ph.D.

Feedback

Feedback CEM Chief Customer Officer ROI

5 Strategies for CX Excellence

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

Trending Sources

Lesson #10: B2B VoC and B2C VoC Are Completely Different

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

Best Practices in Communications to Improve Employee Experience

5 Recommendations for Reopening your VoC Program

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

A new era for digital Voice of the Customer

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

The One Relationship That Determines The Success of Your VoC Program

CX Secrets: Not measuring CX is like not counting your money

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

#CXSecrets: Collecting Feedback IS a Touchpoint

Contact Center AI – What’s out there?

A Bonus Recommendation for Reopening Your VoC Program

11 Contact Center Technologies to Boost Customer Satisfaction

Introducing CX Secrets with Sean McDade

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

How to Write a Really Bad Survey

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

Here’s Why Your Customer Success Strategy Needs Data Science

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

#CXSecrets: Don't Limit Feedback Opportunities

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

CX Secrets: The Importance of Aligning CX with Marketing

The 3 Most Valuable Types of VoC Alerts

Build Your VoC Program From Where You Are: Part 1 - Building Phase

CX Secrets: Keeping a CX Mindset

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

American Airlines Creating Wi-Fi Friction

McDonald’s Appoints Manu Steijaert as Global Chief Customer Officer

Customer Support Outsourcing Philippines: Cynergy BPO – Revolutionizing Tech-Driven Customer Experience

The 9 Best SaaS Help Desks + How to Pick the Right Tool

How to Tie Compensation to Your VoC Program

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

A Bonus Lesson from Listen or Die

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

Stay Connected