Beyond Philosophy

SEPTEMBER 27, 2017

Providing customers with a better experience was not on the company’s radar. So it shouldn’t come as a big surprise, that, faced with an outage crisis, the telecoms paid attention to work crews and getting service restored, but gave little thought to communicating with their customers. You could have heard a pin drop!

Wireless 117

Wireless Telecommunications Financial Customer Experience Professionals 117

Clarabridge

JANUARY 31, 2017

Jeannie Walters has spent nearly 20 years evaluating and improving customer experiences. She’s passionate about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience issues around the world.

Customer Journeys 45

Customer Journeys Wireless Customer Experience Professionals Feedback 45

Clarabridge

JANUARY 17, 2017

Jeannie Walters has spent nearly 20 years evaluating and improving customer experiences. She’s passionate about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience issues around the world.

Analytics 40

Analytics Wireless Customer Experience Professionals Feedback 40

Clarabridge

JANUARY 31, 2017

Jeannie Walters has spent nearly 20 years evaluating and improving customer experiences. She’s passionate about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience issues around the world.

Customer Journeys 40

Customer Journeys Wireless Customer Experience Professionals Analytics 40

Clarabridge

JANUARY 24, 2017

Jeannie Walters has spent nearly 20 years evaluating and improving customer experiences. She’s passionate about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience issues around the world.

Customer Journeys 40

Customer Journeys Effort Score Wireless Customer Experience Professionals 40

Bob Hayes

MARCH 2, 2015

Correlates of the Customer Sentiment Index. I used the CSI in two independent studies, one using a B2B technology company and the other using a B2C wireless service provider company to determine if the CSI is related to other common CX metrics. The sentiment lexicon is scaled from 0 (negative sentiment) to 10 (positive sentiment).

B2C 40

B2C Net Promoter Score B2B Analysis 40

Pointillist

OCTOBER 22, 2018

The ability to understand and accurately predict your customers’ emotions is precious to you as a customer experience professional. Until recently, that was only possible if the customer told you how she felt. Find Insights Across Customer Journeys. Image Source: www.buildempathy.com.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40