Analytics, CEM and Download - Customer Experience Update

Customer Experience Strategy: An A to Z Glossary

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score

Net Promoter Score Customer Journeys Omni-Channel Customer Experience

The Science of Predictive Customer Experience Management

CloudCherry

JULY 18, 2018

Download our e-book, The Data Science of CEM: Analytics for Customer Experience Management, for more information about working with customer experience data and to equip yourself to make better data-driven decisions. Download The Data Science of CEM.

Customer Experience Management

Customer Experience Management Net Promoter Score Customer Experience Management

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

PeopleMetrics

AUGUST 31, 2018

Experiencing the service by watching videos on YouTube, downloading music, etc. ( Click here to download the book. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Calling the company’s 800 number to ask questions (CS). Sean holds a Ph.D.

CEM

CEM Customer Service Touchpoint Exercises

Webinars

Future-Proofing Enterprise Commerce: Why Extensibility Wins with Shopify

Making the Moment: The Art of Creating Events That Drive Results

Relevance, Reach, Revenue: How to Turn Marketing Trends From Hype to High-Impact

MORE WEBINARS

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. Click here to download the book. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. VOLUME: Small.

B2C

B2C B2B CEM Airlines

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score

Net Promoter Score Customer Journeys Omni-Channel Customer Experience

How CloudCherry help Credit Unions deliver amazing Member Experiences

CloudCherry

DECEMBER 1, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. Download Now. CloudCherry does all this and more.

Customer Journeys

Customer Journeys CEM Net Promoter Score Touchpoint

How CloudCherry help Credit Unions deliver amazing Member Experiences

CloudCherry

OCTOBER 19, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. Download Now. CloudCherry does all this and more.

Customer Journeys

Customer Journeys CEM Net Promoter Score Touchpoint

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

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

PeopleMetrics

MARCH 1, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Measurement

Measurement CEM Touchpoint Video

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

PeopleMetrics

FEBRUARY 20, 2019

Click here to download the book. 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.

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

Click here to download the book. 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.

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

Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Can include both mobile and regular versions of the website.

Touchpoint

Touchpoint Feedback CEM Customer Experience

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

PeopleMetrics

MARCH 4, 2020

Download : The Closed-Loop VoC Process Map. 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.

ROI

ROI CEM Software Customer Experience Management

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Touchpoints vary. Touchpoints will vary depending on the type of business you're in. Sean holds a Ph.D.

Touchpoint

Touchpoint Feedback CEM Call Center

Whitepaper: The Five Core Pillars for Your CEM Strategy

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. What are the goals and timing for the CEM program? INTRODUCTION.

CEM

CEM Strategy Insurance Abandon Rate

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

Download the video transcript here. 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.

CEM

CEM Video Measurement Software

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Why internal benchmarking? As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Net Promoter Score Video Hotels

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. There has been a power shift. I’ve been in this business for a long time. Sean holds a Ph.D.

Feedback

Feedback CEM Video Social Media

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

PeopleMetrics

MARCH 7, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Many titles, same job. CX leaders today hold many different titles. Sean holds a Ph.D.

System

System Feedback CEM Management

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

PeopleMetrics

APRIL 9, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company.

CEM

CEM Marketing Voice of Customer Video

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

PeopleMetrics

SEPTEMBER 24, 2018

Click here to download the book. 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.

CEM

CEM Marketing Advertising Study

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

Watch this edition of CX Secrets above , or click here to download the video transcript. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. When advertising doesn't align with experience. As CEO, he guides the company’s vision and strategy.

CEM

CEM Marketing Advertising Video

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). Click here to download the book. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Measurement

Measurement CEM Telecommunications Wireless

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

Watch this edition of CX Secrets above , or click here to download the video transcript. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. The 40 Lessons That Turn Customer Feedback into Gold. As CEO, he guides the company’s vision and strategy.

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

Click here to download the book. 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.

NPS

NPS Net Promoter Score CEM Metrics

The Three Pillars of Customer Experience Management

CloudCherry

AUGUST 9, 2018

Pillar #3: Customer experience analytics must be predictive. Using Predictive Analytics. Download the free The Three Pillars e-book. Pillar #2: Companies must gain a 360 degree view of the customer. Measuring Customer Experience across the Customer Journey.

Customer Experience Management

Customer Experience Management Customer Journeys Customer Experience Management

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

PeopleMetrics

JULY 23, 2018

Click here to download the book. 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.

Feedback

Feedback CEM Hotels Software

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

Click here to download the book. 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.

Customer Centricity

Customer Centricity CEM Touchpoint Social Media

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

To explore more CX lessons, click here to download your copy of Listen or Die. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. What CX lessons have you learned in 2019? Contact PeopleMetrics: About the Author. Sean holds a Ph.D.

CEM

CEM Chatbots Voice of Customer Software

How NLP, ML and Deep Learning Can Transform Your CX Strategy

Chattermill

NOVEMBER 4, 2018

If you’d like to understand more about the topic then download our text analytics report here ). Text Analytics for Business Insights. For any analytics platform, the objective is to allow the insights from data analysis to be as clear as possible. Workforce Analytics & Voice of the Employee. Machine Learning.

Strategy

Strategy Social Media Analytics Analysis

15 Top Formstack Alternatives for Effective Survey

SurveySensum

APRIL 21, 2023

SurveySensum allows users to download survey results in various formats, such as CSV, PDF, or Excel, for further analysis or sharing. Text Analytics: SurveySensum uses AI-driven sentiment analysis to help understand the emotions behind the open-ended responses. The details of paid plans are available upon request.

Survey

Survey Multi-Channel Analysis Feedback

Customer Experience Update

Customer Experience Strategy: An A to Z Glossary

The Science of Predictive Customer Experience Management

Webinars

Trending Sources

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

Webinars

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

A to Z Guide to Customer Experience Definitions and Terms

How CloudCherry help Credit Unions deliver amazing Member Experiences

How CloudCherry help Credit Unions deliver amazing Member Experiences

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

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

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!

#CXSecrets: Collecting Feedback IS a Touchpoint

Whitepaper: The Five Core Pillars for Your CEM Strategy

Introducing CX Secrets with Sean McDade

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

#CXSecrets: Don't Limit Feedback Opportunities

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

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

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

CX Secrets: The Importance of Aligning CX with Marketing

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

CX Secrets: Keeping a CX Mindset

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

The Three Pillars of Customer Experience Management

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

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

A Bonus Lesson from Listen or Die

How NLP, ML and Deep Learning Can Transform Your CX Strategy

15 Top Formstack Alternatives for Effective Survey

Stay Connected