2001, Analytics and Management - 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. Contact PeopleMetrics: About the Author.

Strategy

Strategy CEM Touchpoint Customer Centricity

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 #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 #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. Click here to download the book. Sean holds a Ph.D.

CEM

CEM Customer Service Touchpoint Exercises

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. As a manager or executive, your communication skills must be especially sharp in the world of COVID-19.

Employee Experience

Employee Experience Communication CEM e-support

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

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? You're not alone. But you can't do it alone - you need help. Sean holds a Ph.D.

System

System Feedback CEM Management

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. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers.

Contact Center

Contact Center Call Center Self Service Chatbots

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. Contact PeopleMetrics: About the Author.

CEM

CEM NPS Hotels Survey

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

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. Next, we include these root cause categories as “tags” in our alert management system that our clients use to manage their recover alerts. Topic: Alert Management.

Analysis

Analysis CEM ROI e-support

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

PeopleMetrics

MARCH 1, 2018

But with the way that we're looking at customer feedback data these days, you'd have to be a little crazy to manage your business without knowing specifically what your customers’ experience was every single day for two main reasons: 1. Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have.

Measurement

Measurement CEM Touchpoint Video

#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

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. Topic: Alert Management. Sean holds a Ph.D.

ROI

ROI CEM Software Customer Experience Management

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. Contact PeopleMetrics: About the Author.

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. Sean holds a Ph.D.

NPS

NPS Measurement CEM Survey

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

DECEMBER 5, 2017

The Netherlands-based Casengo also offers features such as Workflow management tools and unlimited Inboxes. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” ” 2. Coveo. It just doesn’t get better than this.”.

Contact Center

Contact Center Customer Satisfaction Self Service Technology

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. Contact PeopleMetrics: About the Author.

Touchpoint

Touchpoint Feedback CEM Customer Experience

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

PeopleMetrics

JUNE 8, 2020

But to do so, VoC has to be more than complaint management. Many of our clients manage this by creating a "Brand Ambassador" program, which recognizes employees who deliver the best customer experiences. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM

CEM Infographics Employee Engagement Culture

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

#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

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. Contact PeopleMetrics: About the Author.

CEM

CEM Video Social Media Survey

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

Recognize alerts should always also go to the manager of the person who delivered an exceptional experience. These alerts are turned into leads to be managed by the sales team. In the next blog post, I will dig into the best ways to manage these alerts. Topic: Alert Management. Which alerts work best for YOUR company?

CEM

CEM ROI Contact Center Survey

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CEM

CEM Net Promoter Score Video Hotels

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

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. Contact PeopleMetrics: About the Author.

Survey

Survey CEM Net Promoter Score How To

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

PeopleMetrics

DECEMBER 12, 2019

25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. Copying managers and supervisors on such comments is an especially powerful way to help employees feel appreciated. Establish relationships between staff and upper management.

Banking

Banking CEM Employee Experience Rewards Programs

#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. Sean holds a Ph.D.

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

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

Whether that somebody is visiting a retail bank; having a field service agent visit their home to perform utility service, or even if that somebody is a patient on medication for a rare disease that requires additional support services from a case manager. Treat every customer like a house guest. Sean holds a Ph.D.

CEM

CEM Hospitality e-support Competitive Advantage

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. Contact PeopleMetrics: About the Author.

CEM

CEM Touchpoint NPS Survey

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

Help Scout

JUNE 24, 2021

Along with managing incoming customer communications, many help desk tools let you offer proactive support through knowledge bases and automated messages. For larger teams, there are team management features like time tracking you can take advantage of. Kayako originally set out in 2001 to make a more usable help desk.

Tools

Tools Self Service Knowledge Base How To

Personalize your generative AI applications with Amazon SageMaker Feature Store

AWS Machine Learning

OCTOBER 6, 2023

One such component is a feature store, a tool that stores, shares, and manages features for machine learning (ML) models. Amazon SageMaker Feature Store is a fully managed repository designed specifically for storing, sharing, and managing ML model features.

System

System Travel Data Groups

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

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. So what is a healthy survey? Sean holds a Ph.D.

Survey

Survey CEM B2C Measurement

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

This could be a general manager of a hotel, as well as the manager who oversees an entire region; it could be the head of the contact center or the head of field services. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC. Contact PeopleMetrics: About the Author.

CEM

CEM How To Hotels NPS

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. Sean holds a Ph.D.

NPS

NPS Net Promoter Score CEM Metrics

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!

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. There he managed restaurant innovation efforts.

Chief Customer Officer

Chief Customer Officer Touchpoint Leadership Consulting

Industry Pioneer Stephan Dietrich Joins Optimove Board: “The stars are aligning”

Optimove

JUNE 6, 2023

In 2001, he co-founded his brainchild Neolane, making him one of the early pioneers of the marketing technology industry. In 2013, Adobe acquired Neolane for $600M, and Stephan subsequently became Vice President and General Manager of the Adobe Campaign business. Right up our alley, don’t you think? ”    Mr.

Industry

Industry Leadership Analytics Marketing

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

PeopleMetrics

MAY 24, 2018

Bruce Temkin , Managing Partner, Temkin Group. 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. Listen or Die provides some great advice for closing the gap.".

Feedback

Feedback CEM Chief Customer Officer ROI

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

OCTOBER 3, 2019

When you purchase a tool, you’re essentially buying software licenses so that your team can configure and manage your VoC. You are responsible for managing the whole process as well as analyzing the data and organizing it into artifacts (usually PowerPoint decks) to present to the executive team. Prove value right away.

Tools

Tools Survey CEM ROI

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. Contact PeopleMetrics: About the Author.

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. Contact PeopleMetrics: About the Author.

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. Click here to download the book. Sean holds a Ph.D.

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. Contact PeopleMetrics: About the Author.

Communication

Communication CEM Touchpoint Software

5 Strategies for CX Excellence

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

Trending Sources

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

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

Best Practices in Communications to Improve Employee Experience

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

Contact Center AI – What’s out there?

5 Recommendations for Reopening your VoC Program

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

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

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

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

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

11 Contact Center Technologies to Boost Customer Satisfaction

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

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

The One Relationship That Determines The Success of Your VoC Program

#CXSecrets: Collecting Feedback IS a Touchpoint

A Bonus Recommendation for Reopening Your VoC Program

The 3 Most Valuable Types of VoC Alerts

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

Introducing CX Secrets with Sean McDade

How to Write a Really Bad Survey

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

#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

CX Secrets: Keeping a CX Mindset

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

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

Personalize your generative AI applications with Amazon SageMaker Feature Store

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

How to Tie Compensation to Your VoC Program

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

American Airlines Creating Wi-Fi Friction

McDonald’s Appoints Manu Steijaert as Global Chief Customer Officer

Industry Pioneer Stephan Dietrich Joins Optimove Board: “The stars are aligning”

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

Do You Need a Survey Tool or a VoC Partner?

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

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